On-line business won't exchange/faulty item... HELP!

Lcrylea on 27/02/2015 - 20:00

I bought a set of 9 piece hair extensions from Zala hair extensions, which are based in Sydney. I found nothing but amazing reviews about this company.

Anyways, when I got my extensions, I opened them as any normal person would do. I put some hair extension care spray on them and then brushed them with the brush I bought from them also. It was only when I started brushing them I realised they were faulty. Mind you this is all in about 3 days of receiving them.

The clips and wefts were poorly sewn together, so any pulling by the brush was making the hair come out of the weft. I didn't even get to wear these mind you.

I emailed everything right away about what happened to Zala (and included photos) and they said to post them back, which I did. I then get a call from them saying I'm not getting my $200 or a replacement because these have been 'used'. I explained they have been brushed and that's it.

They refused to exchange my faulty item. This is against the law right?

I'm not returning them for change of mind. I'm returning them due to all 9 pieces being faulty.

I've taken photos of all the faults and I'v also sent a complaint to Fair trading and Consumer affairs.

I'm just so confused about this whole thing. Am I in the right?

Internet

Related Stores

zalacliphairextensions.com.au
zalacliphairextensions.com.au

Comments

  • hashtagbargain on 27/02/2015 - 20:59

    I'd definitely ask for a refund since it seems to be damaged… What is their response about the 8 others that arent opened/used? If you are not satisfied, name and shame away, and escalate further up management if you can find the info…

    edit1:
    They seem to have twitter, facebook and instagram, I'd post on all three!

    https://www.facebook.com/zalahairextensions
    https://instagram.com/zala_hair_extensions/
    https://twitter.com/zalahair

    bonus pintrest: https://www.pinterest.com/zalahair/

    edit2:

    http://www.zalacliphairextensions.com.au/faq/ has the following info:

    What is your returns/exchange policy?
    At ZALA, we offer a 30 day money back guarantee if you are not 100% satisfied with your product, we also offer a very quick and easy colour exchange. Please visit our customer service page for full details regarding returns and exchanges.

  • what on 28/02/2015 - 00:54

    I think you a right to expect a refund.

    What does Zala want to do to fix the problem or are they just going to send you the faulty product back?

    If you paid using your paypal account, could you request a refund though them?

    I am not sure if this is the case, but I believe that paypal may assist with problems like this.

    Good luck with it all.

  • RandomNinja on 28/02/2015 - 01:20
    +2

    If you paid with CC, you may be able to get your money via a chargeback - you sent the faulty product back and received no replacement or refund.

  • Stingo on 28/02/2015 - 02:43

    If the product is not of acceptable quality or defective you are entitled to a remedy. Actually getting it is another matter so you may end up having to go to a tribunal. I'm not clear how that works in a cross-border dispute, although its federal law the tribunals are state bodies, so there may be issues with VCAT enforcing a judgement and travelling to NSW for NCAT probably wouldn't be worthwhile — but merely getting a court date may cause them to fold.

    Good luck!

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