Shipping and Returns Policies: Our goal is to get your salon and spa products to your door as quickly as possible.
Shipping times
Order today and be confident that you will receive your order quickly and easily. In general, heavier products ship within 3-5 business days and are delivered via freight companies like Toll Ipec, Fastaway etc. Smaller items that ship non-freight are delivered to your door, like regular Australia Post shipments.
Most packages arrive within a week of shipment. Place your order today and leave the rest to us!
Where do your items ship from?
Our inventory ships directly from our manufacturers' warehouses. This saves you both time and money, and it is how we are able to offer you the very best prices online. Most of our brands and warehouses are located on the East Coast (Melbourne, Sydney, etc).
Instant Order Confirmation
As soon as you place your order you will receive an order confirmation.
If you don't receive it, please check your email spam folders. Please note that it is the customer's responsibility to carefully verify that their order confirmation is correct and immediately inform us of any changes required.
You will also receive a tracking number the day your order ships.
Need your order sooner?
Please email us at support@hoganfans.com.au to discuss options, we'll aim to reply to you within 3 business hours.
Order today and get your fans in a few days!
Absolute Satisfaction Return Policy
If you are not completely satisfied with your purchase, our customer service department can arrange a return authorization within 14-30 days, depending on the manufacturer. Please note, customer is responsible for paying shipping costs both ways.
Feel free to reach out to us with any questions and please review our return policy on damaged items below.
Are custom-made items returnable/refundable?
All products that are custom-made are not cancelable or refundable as they are made to order.
Once the manufacturer begins building your product, they have invested in the resources required to build it and cannot cancel the order, nor provide a refund if you choose to cancel.
What if my delivery contains damaged goods or parts?
If your order/box appears to have been damaged during shipping, please contact us immediately.
- Make a note of the damage when you sign for the package.
- Take photos of the damaged item and email us at support@hoganfans.com.au.
- Report concealed damage within calendar 5 days of receipt of the merchandise.
- Immediately report any shortage of boxes--the number of boxes will be shown on the delivery receipt which you sign.
- Do not discard either the packaging or the item under any circumstance.
Examples of damage to a box are: rips, holes, crush, dings, etc.
We will do our best to expedite a replacement unit/parts to you at no cost. All approved returns need to be issued an RMA number (return authorization number) before being shipped back.
Failure to follow the above procedures or to note damage on the delivery receipt will nullify all shipping insurance and our ability to refund or replace your product. No exceptions.
I changed my mind, how can I cancel an order?
The fastest and easiest way to cancel an order is to reply to the instant order confirmation you received when you place your order online. Cancellations must be submitted prior to the item shipping, otherwise you will be responsible for all shipping charges and any manufacturer restocking fee.
Please also review exclusions for custom-made orders under "Are custom-made items refundable?"
How can I exchange a product?
If you are not completely satisfied with your purchase, our customer service department can arrange a return authorization within 15 days of the receipt of your merchandise.
- The product must be returned in new condition in the original boxes with all the paperwork for refunds, credit, or exchange.
- Shipping charges are not refundable (both ways).
- If you received a free shipping promotion when ordering, the full shipping amount will be deducted when getting a refund or exchange.
- Certain manufacturers offer exchanges only within the return periods (see Absolute Satisfaction Return Policy above).
Please email us for more information.
How do I return a product?
If you are not completely satisfied with your purchase, our customer service department can arrange a return authorization within 7-30 days, depending on the manufacturer (please see "Absolute Satisfaction Return Policy" above for manufacturer return deadlines).
- The product must be returned in new, resale-able condition in the original boxes with all the paperwork for a refund, credit, or exchange.
- Once a product ships out to you, shipping charges are not refundable and customers are responsible for paying all actual shipping and handling costs both ways.
- The actual cost of shipping may differ from quoted promotional pricing.
- If you were awarded a free shipping promotion, the full shipping amount will be deducted when getting a refund or exchange.
Please email us for more information.
Is there a restocking fee?
Restocking fees vary based on the manufacturer. Please reach out to us before placing an order and we will inform you of any restocking fees by manufacturer or brand.
Please email us at support@hoganfans.com.au for more information or any questions you might have.
Thank you for choosing Hogan Fans!