Refund policy

Change of Mind

We want you to love your E18HTEEN products. If you've changed your mind, we accept eligible returns within 14 days of delivery, provided the products are:

●      Unused, unopened and in their original condition

●      Returned with their original packaging and seals intact

●      Accompanied by proof of purchase

For hygiene and safety reasons, opened or used haircare products cannot be returned for change of mind.

Return shipping costs for change-of-mind returns are the customer's responsibility unless otherwise agreed.

Faulty, Damaged or Incorrect Products

Something not right? We've got you.

If your order arrives damaged, contains an incorrect item or has a product fault, please contact us at wave@18hair.au with your order number, a description of the issue and supporting photographs where relevant.

We'll assess the issue and arrange an appropriate resolution in accordance with Australian Consumer Law.

Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

How to Request a Return

To request a return:

1. Contact wave@18hair.au with your order number
2. Include the reason for your return and any relevant photographs
3. Wait for our team to provide return instructions
4. Package your products securely and send them to the provided return address

Please contact us before returning products so we can assist with the appropriate process.

Refund Processing

Once your return has been received and assessed, we'll notify you of the outcome.

Approved refunds will be processed to the original payment method where possible. Please allow 3–5 business days for the refund to appear, depending on your payment provider.

Contact Us

For shipping, returns or order enquiries, contact: wave@18hair.au