Terms & Conditions

Introduction

Welcome to Catwalk.com.au. By using our website, you agree to these Terms & Conditions. Please review them carefully.

Catwalk.com.au, operated by Catwalk Pty Ltd (ABN 38 100 936 007) (we, us, or our), reserves the right to update these terms at any time. Any changes take effect upon publication, and continued use of the site indicates acceptance. The latest revision date will be displayed on this page.

While we strive for accuracy, errors in product descriptions, pricing, promotions, and availability may occur. We reserve the right to correct such errors, update details, or cancel orders at any time, including after submission, without penalty or compensation to you.

Users must be 18 years or older or have a parent or legal guardian’s consent to access our website. We may restrict access to any user at our discretion. You must use our site legally and must not infringe on third-party rights or interfere with other users’ access.

You are responsible for maintaining the confidentiality of your account information, including your password, and for all activities that occur under your account. If you become aware of any unauthorized use or security breaches, you must notify us immediately.

If you would like to delete your account, please contact us via the contact form on our website. Some account information may be retained as required by Australian taxation and record-keeping laws.

These Terms & Conditions apply to all past and future transactions. No prior dealings or agreements alter or override these terms. The contract of sale is between the customer (named on the invoice) and Catwalk Pty Ltd.

Orders, Pricing & Payment

Pricing

• All prices are listed in Australian Dollars (AUD) and include applicable Goods and Services Tax (GST).
• Prices may change without prior notice. However, confirmed orders will be charged at the rate in effect when the order was placed.

Order Confirmation & Amendments

• Orders placed are final. We will attempt to make amendments where possible, but we do not guarantee changes or cancellations after confirmation.
• If an amendment is possible, it will be at our sole discretion.

Product Availability

• Orders are subject to stock availability. If a product in your order is unavailable, we will notify you and offer:
  • An alternative product,
  • A backorder option, or
  • A refund for that item.
• If you have multiple items in your order, we may choose to dispatch and supply all available items and provide a refund for unavailable products. We may do so at our discretion without prior notification to you.

Right to Refuse or Limit Orders

• We reserve the right to refuse or limit any order for any reason, including but not limited to:
  • Orders suspected of resale,
  • Orders violating our terms,
  • Orders flagged as fraudulent.
• If fraud or unauthorized activity is suspected, we may:
  • Cancel or refuse to process the order,
  • Contact the customer for verification,
  • Restrict shipping to specific addresses,
  • Cancel related accounts.
• These measures are taken to protect our customers and business from fraudulent transactions.

Purchase Limits

• To ensure fair access to our products, we may impose quantity restrictions on high-demand items.

Payment Security & Order Processing

• By placing an order, you confirm that you:
  • Are authorized to use the provided payment method.
  • Have sufficient funds available.
• If payment fails or is flagged as suspicious, we may cancel the order.
• Orders will not be shipped until full payment is received and verified.

Legal Jurisdiction & Sales Terms

Jurisdiction

• All sales are deemed to occur in New South Wales (NSW), Australia, regardless of the customer’s location.
• Any legal disputes must be filed in NSW courts.

Completion of Sale

• The agreement for sale is finalized only when goods are handed over to the designated carrier for shipping.

Credit Card Storage & Payment Security

• Our website offers a credit card storage function through a secure external storage provider.
• We do not store or have access to your credit card details.
• If you are concerned about security, we recommend not using this feature.

Use of Products

• By purchasing products, you agree to use them only for their intended purpose and to follow any provided instructions, warnings, or guidelines.
• Misuse of products is at the buyer’s risk, and we assume no responsibility for any loss or damage resulting from improper use, including but not limited to:
  • Incorrect application,
  • Use contrary to manufacturer guidelines,
  • Use by unqualified individuals for professional-grade items.

Allergy Disclaimer

• Customers are responsible for reviewing ingredient lists before purchasing to avoid allergic reactions.
• If unsure about product suitability, contact us before completing your purchase.
• We are not liable for allergic reactions resulting from failure to check product ingredients.

Liability Disclaimer

• To the fullest extent permitted by law, Catwalk.com.au makes no warranties, express or implied, regarding:
  • The merchantability of products, or
  • Their fitness for a particular purpose.
• Where consumer laws imply conditions or warranties that cannot be excluded, our liability is limited to one of the following, at our discretion:
  • Replacement, repair, or supply of an equivalent product,
  • Refund of the purchase price, or
  • Payment of costs for replacement or repair.

Australian Consumer Law (ACL) Compliance

• Nothing in these terms excludes or modifies your statutory rights under:
  • The Competition and Consumer Act 2010 (Cth), or
  • Any applicable state or territory law that cannot legally be restricted or modified.

Shipping & Delivery

Shipping Methods

• We deliver Australia-wide using Australia Post and courier services.
• The shipping method is selected based on the fastest and safest route for your location.
• All parcels are trackable, and tracking details will be provided once dispatched.

Processing Time

• Most orders are processed within 1-3 business days.
• During high-volume periods, processing may take up to 5 business days.
• If urgent delivery is required, customers should contact support before placing an order.

Shipping Charges

• A flat-rate shipping fee of $6.50 applies to all orders.
• Free shipping is available for orders over $49 (up to 2kg).
• Orders exceeding 2kg may incur additional shipping charges. Our customer service team will contact you if your order is impacted. In these instances, a full refund is available should you not wish to proceed with the amended shipping charges.

Delivery Estimates

• Sydney, Melbourne, Brisbane & Canberra metro: 1-3 business days from dispatch.
• Perth, Adelaide, Hobart, Darwin metro: 2-4 business days from dispatch.
• Western Australia: 5-7 business days from dispatch.
• Rural Australia: 3-7 business days from dispatch.
• Shipping times are estimates and exclude weekends and public holidays.
• High-demand and holiday periods may result in processing delays of up to 5 additional business days.

Signature Requirement & Authority to Leave (ATL)

• By default, all parcels require a signature upon delivery.
• If unavailable, Australia Post deliveries will be redirected to a local post office for collection.
• Some courier services may default to Authority to Leave (ATL).
• Customers must specify in their order notes if they do not want their parcel left unattended.
• Once a parcel is delivered to the provided address, the order is considered final, and Catwalk.com.au is not responsible for stolen or misplaced parcels.

Transit Cover

• Customers can purchase transit cover for loss or damage protection while the parcel is in transit.
• If this option is available for your order, it will be shown on the checkout page.

Incorrect Address & Failed Delivery

• Customers are responsible for ensuring correct shipping details are provided at checkout.
• Orders returned due to an incorrect address or failed delivery will be subject to:
  • Reshipping fees, or
  • A refund minus a restocking/cancellation fee.

Split Shipments

• Orders may be dispatched in multiple shipments at no extra cost, at our discretion.
• Customers will be notified via email if a split shipment occurs.
• If an order is partially cancelled post-dispatch, shipping fees may still apply.

Receiving Orders

• Customers must inspect their parcel before signing for delivery.
• If an issue arises, it must be reported within 3 business days.
• If a parcel is marked as delivered but not received, contact us immediately for assistance.

Unclaimed Parcels

• Parcels unclaimed for 7-14 days may be returned to us.
• A 10% restocking fee + shipping costs will be deducted from the refund.

Special Considerations for Peak Periods

• Sale Periods: High-order volumes may impact processing timelines. Allow an extra 5 business days for orders, refunds, and returns during these periods.
• Holiday Periods: Orders, refunds, and returns during Christmas, New Year, and Easter may take up to 5 extra business days due to reduced operating hours and increased parcel volumes.

Returns & Refunds

Change of Mind Returns

• We accept change-of-mind returns within 90 days of purchase, provided that:
  • Items are unopened, unused, and in their original condition.
  • Packaging, seals, and security stickers (if applicable) remain intact.
• A 10% restocking/cancellation fee applies if a refund is requested.
• The restocking/cancellation fee is waived if:
  • The customer purchases other goods, or
  • The refund is issued as store credit instead of a monetary refund.
• Customers must cover return shipping costs, except when the item is:
  • Faulty, or (see Faulty or Damaged Goods)
  • Incorrectly supplied (see Incorrect or Missing Items)
• We do not offer a general product satisfaction guarantee, and items that are opened or used are not available for return or exchange unless there is a fault with the item.
• Select brands may have extended policies regarding satisfaction guarantees. Where available, please contact our support team, and Catwalk will make a claim on your behalf with the brand.
• It will be at the discretion of the brand to honor such policies, and it cannot be guaranteed.
• Selected brands offer satisfaction guarantees where items are purchased directly through the brand, and not when sold through retailers. In these instances, a satisfaction guarantee is not eligible.

Items Not Eligible for Return

Due to health, safety, and hygiene regulations, the following cannot be returned or refunded unless faulty:

• Hairbrushes & hair accessories
• Skin and makeup accessories
• Pierced jewellery
• Discontinued or clearance items
• Personal wellness products, including but not limited to:
  • Massagers
  • Vibrators
  • Kegel balls
  • Period pain relief devices

Faulty or Damaged Goods

• If a parcel arrives damaged or leaking, customers should:
  • Take photos of the damage.
  • Refuse delivery where possible.
  • Contact our support team immediately.
• If a faulty item is discovered after delivery, customers must:
  • Contact us within 7 days, providing:
    • A detailed description of the issue.
    • Photos or videos showing the fault.
• We will assess the claim and may offer:
  • A repair,
  • A replacement, or
  • A refund, depending on the circumstances.
• If an issue is reported after 7 days, we cannot guarantee a resolution.

Manufacturer’s Warranty

• Some electrical items are covered by a manufacturer’s warranty.
• Customers must contact us first to determine the appropriate resolution pathway.
• In some cases, we may refer customers to the Australian distributor or manufacturer for faster resolution.

Refunds or Replacements Will Not Be Provided If:

• The product was misused, neglected, or damaged by the customer.
• Unauthorized repairs or modifications were made.
• The issue is due to normal wear and tear.
• No defect is found upon inspection.
  • If no defect is found, customers may be charged for return shipping and servicing costs.

Incorrect or Missing Items

• If you receive an incorrect or missing item, you must contact us within 7 days of delivery with:
  • A photo of the incorrect item (if applicable).
  • Your order number.
• Before we process a replacement or refund, we may require the return of the incorrect item.
• Catwalk will cover the cost of return by providing either:
  • A print-at-home return slip, or
  • A print-at-post-office return slip for easy drop-off.
• Customers must check their order in full upon delivery to ensure all items are correct.
• If a customer opens and uses an incorrect item, no remedy can be provided, even if the incorrect item was supplied by us.
  • It is the customer’s responsibility to check all items before use.
• Once the return is received (if applicable) and verified, we will either:
  • Resend the correct item, or
  • Issue a refund, as appropriate.

Order Cancellations & Refunds

• Orders may be cancelled if items are unavailable.
• We will attempt to confirm cancellation requests, but we cannot guarantee cancellations once an order is processed in our system.
• Orders cannot be cancelled or changed once confirmed.
• Orders already dispatched cannot be cancelled—they must be returned following the returns policy.
• Change-of-mind cancellations incur a 10% processing fee.

Refund Processing & Timeframes

• Refunds may take up to 14 days to be processed after approval.
• This applies to both returns and cancellations.
• Additional processing time may be required by your payment provider.
• Payment can only be refunded to the original payment method.
• If your original payment method is no longer available, a Catwalk Gift Voucher will be issued in leui. 
• In special circumstances, EFT refunds can be processed where credit card payment is used and these details have changed or been cancelled. This can only be done if supporting documentation is provided.

Payment Method-Specific Refund Policies

Afterpay Payments

• Refunds must be processed within 90 days of the original transaction.
• After this period, refunds to Afterpay will no longer be available.
• For eligible refunds outside this window, a Catwalk Gift Voucher will be issued.

PayPal Payments

• Refunds must be processed within 180 days of the original transaction.
• After this period, refunds to PayPal will no longer be available.
• For eligible refunds outside this window, a Catwalk Gift Voucher will be issued.

Returns & Exchanges

• Items must be unused and have all tags attached, unless faulty.
• Faulty items are handled according to the manufacturer’s warranty, and customers may be required to contact the manufacturer directly.
• The following items cannot be returned or exchanged due to health and hygiene regulations:
  • Underwear
  • Body jewellery
• We recommend registered post for all returns, as customers are responsible for lost returns.
• Change-of-mind returns incur a 10% handling fee + shipping costs.
• Gift cards and promo codes cannot be used for exchanges.
• Late returns will not be accepted. Items sent back after the return period will be at the customer’s expense.

Return Process

• Before returning any items, customers must obtain a Returns Authorisation Form from our customer service team.
• Items returned without an authorisation form may:
  • Not be accepted, or
  • Take longer to process.
• If an item is returned that does not meet return conditions (e.g., opened, used, or not in original condition), the customer is responsible for reshipping costs.
• If a refund is issued for an order that originally qualified for free shipping, a $6.50 deduction will be applied to cover the original shipping cost.

Dispute & Chargeback Handling

• If a payment dispute or chargeback is raised against a transaction, this will extend the processing time for any associated returns or refunds.
• When a dispute is raised, customer service will only communicate through the dispute resolution channel of the payment provider.
• By opting for a chargeback or dispute, the customer forfeits the ability to negotiate a resolution directly with us.
• This means support will be limited to what can be discussed through the payment provider’s process.

Reward Points Program

Earning Points

• Customers earn 1 reward point for every $1 spent when logged into their Catwalk.com.au account at the time of purchase.
• Customers can also earn 50 reward points for each approved product review, limited to a maximum of 100 reviews in total per account.

Expiration of Reward Points

• Reward points expire 180 days from the date they were earned.
• A reminder email will be sent 10 days before expiration.
• Expired points cannot be reinstated or transferred.

Redeeming Reward Points

• Reward points can be redeemed towards product purchases only.
• Reward points cannot be used for shipping or transit fees.
• Reward points cannot be converted into cash or transferred to another account.

Gift Cards

Validity & Usage

• Gift cards are valid for 3 years from the date of issue.
• They can be used for any product purchase on Catwalk.com.au but cannot be used for shipping or transit fees.

Non-Refundable & Non-Transferable

• Gift cards cannot be redeemed for cash and are non-refundable.
• They cannot be transferred to another person or account.

Lost or Stolen Gift Cards

• Customers are responsible for keeping their gift card details secure.
• If a gift card is lost or stolen, customers may request reissuance by providing proof of purchase.
• Catwalk.com.au is not liable for any unauthorized use of lost or stolen gift cards

Purchase of Professional Hair Products

Intended Use & Customer Responsibility

• Certain products sold on Catwalk.com.au are professional-grade and intended for use by trained professionals only.
• This includes, but is not limited to:
  • Hair colour
  • Bleach
  • Peroxide
  • Other salon-exclusive formulations
• By purchasing these items, you acknowledge and confirm that you:
  • Have the required expertise to handle and apply them correctly.
  • Understand the risks associated with improper use.
  • Will follow all manufacturer instructions, warnings, and safety guidelines.
  • Conduct necessary patch tests before use, where required.

Returns & Refunds for Professional Products

• Change of mind returns are not accepted once the product has been opened or used.
• If a customer experiences an adverse reaction or believes the product to be faulty, they must:
  • Contact our customer service team within 7 days of receiving the item.
  • Provide detailed information about the issue.
  • Submit photos or evidence where applicable.
• If a product is found to be defective or damaged, it is eligible for a refund or replacement under Australian Consumer Law (ACL).

Introduction

Welcome to Catwalk.com.au. By using our website, you agree to these Terms & Conditions. Please review them carefully.

Catwalk.com.au, operated by Catwalk Pty Ltd (ABN 38 100 936 007) (we, us, or our), reserves the right to update these terms at any time. Any changes take effect upon publication, and continued use of the site indicates acceptance. The latest revision date will be displayed on this page.

While we strive for accuracy, errors in product descriptions, pricing, promotions, and availability may occur. We reserve the right to correct such errors, update details, or cancel orders at any time, including after submission, without penalty or compensation to you.

Users must be 18 years or older or have a parent or legal guardian’s consent to access our website. We may restrict access to any user at our discretion. You must use our site legally and must not infringe on third-party rights or interfere with other users’ access.

You are responsible for maintaining the confidentiality of your account information, including your password, and for all activities that occur under your account. If you become aware of any unauthorized use or security breaches, you must notify us immediately.

If you would like to delete your account, please contact us via the contact form on our website. Some account information may be retained as required by Australian taxation and record-keeping laws.

These Terms & Conditions apply to all past and future transactions. No prior dealings or agreements alter or override these terms. The contract of sale is between the customer (named on the invoice) and Catwalk Pty Ltd.

Orders, Pricing & Payment

Pricing

• All prices are listed in Australian Dollars (AUD) and include applicable Goods and Services Tax (GST).
• Prices may change without prior notice. However, confirmed orders will be charged at the rate in effect when the order was placed.

Order Confirmation & Amendments

• Orders placed are final. We will attempt to make amendments where possible, but we do not guarantee changes or cancellations after confirmation.
• If an amendment is possible, it will be at our sole discretion.

Product Availability

• Orders are subject to stock availability. If a product in your order is unavailable, we will notify you and offer:
  • An alternative product,
  • A backorder option, or
  • A refund for that item.
• If you have multiple items in your order, we may choose to dispatch and supply all available items and provide a refund for unavailable products. We may do so at our discretion without prior notification to you.

Right to Refuse or Limit Orders

• We reserve the right to refuse or limit any order for any reason, including but not limited to:
  • Orders suspected of resale,
  • Orders violating our terms,
  • Orders flagged as fraudulent.
• If fraud or unauthorized activity is suspected, we may:
  • Cancel or refuse to process the order,
  • Contact the customer for verification,
  • Restrict shipping to specific addresses,
  • Cancel related accounts.
• These measures are taken to protect our customers and business from fraudulent transactions.

Purchase Limits

• To ensure fair access to our products, we may impose quantity restrictions on high-demand items.

Payment Security & Order Processing

• By placing an order, you confirm that you:
  • Are authorized to use the provided payment method.
  • Have sufficient funds available.
• If payment fails or is flagged as suspicious, we may cancel the order.
• Orders will not be shipped until full payment is received and verified.

Legal Jurisdiction & Sales Terms

Jurisdiction

• All sales are deemed to occur in New South Wales (NSW), Australia, regardless of the customer’s location.
• Any legal disputes must be filed in NSW courts.

Completion of Sale

• The agreement for sale is finalized only when goods are handed over to the designated carrier for shipping.

Credit Card Storage & Payment Security

• Our website offers a credit card storage function through a secure external storage provider.
• We do not store or have access to your credit card details.
• If you are concerned about security, we recommend not using this feature.

Use of Products

• By purchasing products, you agree to use them only for their intended purpose and to follow any provided instructions, warnings, or guidelines.
• Misuse of products is at the buyer’s risk, and we assume no responsibility for any loss or damage resulting from improper use, including but not limited to:
  • Incorrect application,
  • Use contrary to manufacturer guidelines,
  • Use by unqualified individuals for professional-grade items.

Allergy Disclaimer

• Customers are responsible for reviewing ingredient lists before purchasing to avoid allergic reactions.
• If unsure about product suitability, contact us before completing your purchase.
• We are not liable for allergic reactions resulting from failure to check product ingredients.

Liability Disclaimer

• To the fullest extent permitted by law, Catwalk.com.au makes no warranties, express or implied, regarding:
  • The merchantability of products, or
  • Their fitness for a particular purpose.
• Where consumer laws imply conditions or warranties that cannot be excluded, our liability is limited to one of the following, at our discretion:
  • Replacement, repair, or supply of an equivalent product,
  • Refund of the purchase price, or
  • Payment of costs for replacement or repair.

Australian Consumer Law (ACL) Compliance

• Nothing in these terms excludes or modifies your statutory rights under:
  • The Competition and Consumer Act 2010 (Cth), or
  • Any applicable state or territory law that cannot legally be restricted or modified.

Shipping & Delivery

Shipping Methods

• We deliver Australia-wide using Australia Post and courier services.
• The shipping method is selected based on the fastest and safest route for your location.
• All parcels are trackable, and tracking details will be provided once dispatched.

Processing Time

• Most orders are processed within 1-3 business days.
• During high-volume periods, processing may take up to 5 business days.
• If urgent delivery is required, customers should contact support before placing an order.

Shipping Charges

• A flat-rate shipping fee of $6.50 applies to all orders.
• Free shipping is available for orders over $49 (up to 2kg).
• Orders exceeding 2kg may incur additional shipping charges. Our customer service team will contact you if your order is impacted. In these instances, a full refund is available should you not wish to proceed with the amended shipping charges.

Delivery Estimates

• Sydney, Melbourne, Brisbane & Canberra metro: 1-3 business days from dispatch.
• Perth, Adelaide, Hobart, Darwin metro: 2-4 business days from dispatch.
• Western Australia: 5-7 business days from dispatch.
• Rural Australia: 3-7 business days from dispatch.
• Shipping times are estimates and exclude weekends and public holidays.
• High-demand and holiday periods may result in processing delays of up to 5 additional business days.

Signature Requirement & Authority to Leave (ATL)

• By default, all parcels require a signature upon delivery.
• If unavailable, Australia Post deliveries will be redirected to a local post office for collection.
• Some courier services may default to Authority to Leave (ATL).
• Customers must specify in their order notes if they do not want their parcel left unattended.
• Once a parcel is delivered to the provided address, the order is considered final, and Catwalk.com.au is not responsible for stolen or misplaced parcels.

Transit Cover

• Customers can purchase transit cover for loss or damage protection while the parcel is in transit.
• If this option is available for your order, it will be shown on the checkout page.

Incorrect Address & Failed Delivery

• Customers are responsible for ensuring correct shipping details are provided at checkout.
• Orders returned due to an incorrect address or failed delivery will be subject to:
  • Reshipping fees, or
  • A refund minus a restocking/cancellation fee.

Split Shipments

• Orders may be dispatched in multiple shipments at no extra cost, at our discretion.
• Customers will be notified via email if a split shipment occurs.
• If an order is partially cancelled post-dispatch, shipping fees may still apply.

Receiving Orders

• Customers must inspect their parcel before signing for delivery.
• If an issue arises, it must be reported within 3 business days.
• If a parcel is marked as delivered but not received, contact us immediately for assistance.

Unclaimed Parcels

• Parcels unclaimed for 7-14 days may be returned to us.
• A 10% restocking fee + shipping costs will be deducted from the refund.

Special Considerations for Peak Periods

• Sale Periods: High-order volumes may impact processing timelines. Allow an extra 5 business days for orders, refunds, and returns during these periods.
• Holiday Periods: Orders, refunds, and returns during Christmas, New Year, and Easter may take up to 5 extra business days due to reduced operating hours and increased parcel volumes.

Returns & Refunds

Change of Mind Returns

• We accept change-of-mind returns within 90 days of purchase, provided that:
  • Items are unopened, unused, and in their original condition.
  • Packaging, seals, and security stickers (if applicable) remain intact.
• A 10% restocking/cancellation fee applies if a refund is requested.
• The restocking/cancellation fee is waived if:
  • The customer purchases other goods, or
  • The refund is issued as store credit instead of a monetary refund.
• Customers must cover return shipping costs, except when the item is:
  • Faulty, or (see Faulty or Damaged Goods)
  • Incorrectly supplied (see Incorrect or Missing Items)
• We do not offer a general product satisfaction guarantee, and items that are opened or used are not available for return or exchange unless there is a fault with the item.
• Select brands may have extended policies regarding satisfaction guarantees. Where available, please contact our support team, and Catwalk will make a claim on your behalf with the brand.
• It will be at the discretion of the brand to honor such policies, and it cannot be guaranteed.
• Selected brands offer satisfaction guarantees where items are purchased directly through the brand, and not when sold through retailers. In these instances, a satisfaction guarantee is not eligible.

Items Not Eligible for Return

Due to health, safety, and hygiene regulations, the following cannot be returned or refunded unless faulty:

• Hairbrushes & hair accessories
• Skin and makeup accessories
• Pierced jewellery
• Discontinued or clearance items
• Personal wellness products, including but not limited to:
  • Massagers
  • Vibrators
  • Kegel balls
  • Period pain relief devices

Faulty or Damaged Goods

• If a parcel arrives damaged or leaking, customers should:
  • Take photos of the damage.
  • Refuse delivery where possible.
  • Contact our support team immediately.
• If a faulty item is discovered after delivery, customers must:
  • Contact us within 7 days, providing:
    • A detailed description of the issue.
    • Photos or videos showing the fault.
• We will assess the claim and may offer:
  • A repair,
  • A replacement, or
  • A refund, depending on the circumstances.
• If an issue is reported after 7 days, we cannot guarantee a resolution.

Manufacturer’s Warranty

• Some electrical items are covered by a manufacturer’s warranty.
• Customers must contact us first to determine the appropriate resolution pathway.
• In some cases, we may refer customers to the Australian distributor or manufacturer for faster resolution.

Refunds or Replacements Will Not Be Provided If:

• The product was misused, neglected, or damaged by the customer.
• Unauthorized repairs or modifications were made.
• The issue is due to normal wear and tear.
• No defect is found upon inspection.
  • If no defect is found, customers may be charged for return shipping and servicing costs.

Incorrect or Missing Items

• If you receive an incorrect or missing item, you must contact us within 7 days of delivery with:
  • A photo of the incorrect item (if applicable).
  • Your order number.
• Before we process a replacement or refund, we may require the return of the incorrect item.
• Catwalk will cover the cost of return by providing either:
  • A print-at-home return slip, or
  • A print-at-post-office return slip for easy drop-off.
• Customers must check their order in full upon delivery to ensure all items are correct.
• If a customer opens and uses an incorrect item, no remedy can be provided, even if the incorrect item was supplied by us.
  • It is the customer’s responsibility to check all items before use.
• Once the return is received (if applicable) and verified, we will either:
  • Resend the correct item, or
  • Issue a refund, as appropriate.

Order Cancellations & Refunds

• Orders may be cancelled if items are unavailable.
• We will attempt to confirm cancellation requests, but we cannot guarantee cancellations once an order is processed in our system.
• Orders cannot be cancelled or changed once confirmed.
• Orders already dispatched cannot be cancelled—they must be returned following the returns policy.
• Change-of-mind cancellations incur a 10% processing fee.

Refund Processing Timeframes

• Refunds may take up to 14 days to be processed after approval.
• This applies to both returns and cancellations.
• Additional processing time may be required by your payment provider.

Payment Method-Specific Refund Policies

Afterpay Payments

• Refunds must be processed within 90 days of the original transaction.
• After this period, refunds to Afterpay will no longer be available.
• For eligible refunds outside this window, a Catwalk Gift Voucher will be issued.

PayPal Payments

• Refunds must be processed within 180 days of the original transaction.
• After this period, refunds to PayPal will no longer be available.
• For eligible refunds outside this window, a Catwalk Gift Voucher will be issued.

Returns & Exchanges

• Items must be unused and have all tags attached, unless faulty.
• Faulty items are handled according to the manufacturer’s warranty, and customers may be required to contact the manufacturer directly.
• The following items cannot be returned or exchanged due to health and hygiene regulations:
  • Underwear
  • Body jewellery
• We recommend registered post for all returns, as customers are responsible for lost returns.
• Change-of-mind returns incur a 10% handling fee + shipping costs.
• Gift cards and promo codes cannot be used for exchanges.
• Late returns will not be accepted. Items sent back after the return period will be at the customer’s expense.

Return Process

• Before returning any items, customers must obtain a Returns Authorisation Form from our customer service team.
• Items returned without an authorisation form may:
  • Not be accepted, or
  • Take longer to process.
• If an item is returned that does not meet return conditions (e.g., opened, used, or not in original condition), the customer is responsible for reshipping costs.
• If a refund is issued for an order that originally qualified for free shipping, a $6.50 deduction will be applied to cover the original shipping cost.

Dispute & Chargeback Handling

• If a payment dispute or chargeback is raised against a transaction, this will extend the processing time for any associated returns or refunds.
• When a dispute is raised, customer service will only communicate through the dispute resolution channel of the payment provider.
• By opting for a chargeback or dispute, the customer forfeits the ability to negotiate a resolution directly with us.
• This means support will be limited to what can be discussed through the payment provider’s process.

Reward Points Program

Earning Points

• Customers earn 1 reward point for every $1 spent when logged into their Catwalk.com.au account at the time of purchase.
• Customers can also earn 50 reward points for each approved product review, limited to a maximum of 100 reviews in total per account.

Expiration of Reward Points

• Reward points expire 180 days from the date they were earned.
• A reminder email will be sent 10 days before expiration.
• Expired points cannot be reinstated or transferred.

Redeeming Reward Points

• Reward points can be redeemed towards product purchases only.
• Reward points cannot be used for shipping or transit fees.
• Reward points cannot be converted into cash or transferred to another account.

Gift Cards

Validity & Usage

• Gift cards are valid for 3 years from the date of issue.
• They can be used for any product purchase on Catwalk.com.au but cannot be used for shipping or transit fees.

Non-Refundable & Non-Transferable

• Gift cards cannot be redeemed for cash and are non-refundable.
• They cannot be transferred to another person or account.

Lost or Stolen Gift Cards

• Customers are responsible for keeping their gift card details secure.
• If a gift card is lost or stolen, customers may request reissuance by providing proof of purchase.
• Catwalk.com.au is not liable for any unauthorized use of lost or stolen gift cards.

Purchase of Professional Hair Products

Intended Use & Customer Responsibility

• Certain products sold on Catwalk.com.au are professional-grade and intended for use by trained professionals only.
• This includes, but is not limited to:
  • Hair colour
  • Bleach
  • Peroxide
  • Other salon-exclusive formulations
• By purchasing these items, you acknowledge and confirm that you:
  • Have the required expertise to handle and apply them correctly.
  • Understand the risks associated with improper use.
  • Will follow all manufacturer instructions, warnings, and safety guidelines.
  • Conduct necessary patch tests before use, where required.

Returns & Refunds for Professional Products

• Change of mind returns are not accepted once the product has been opened or used.
• If a customer experiences an adverse reaction or believes the product to be faulty, they must:
  • Contact our customer service team within 7 days of receiving the item.
  • Provide detailed information about the issue.
  • Submit photos or evidence where applicable.
• If a product is found to be defective or damaged, it is eligible for a refund or replacement under Australian Consumer Law (ACL).