Refund policy

 

At ELEVEN Australia, we value our customers and want you to be completely satisfied with your purchase. Please review our return policy carefully before placing your order.

Hygiene & Safety

Due to hygiene and safety concerns, we do not accept exchanges or refunds unless the items were damaged or faulty at the time of purchase.

Damaged or Faulty Items

If your order arrives damaged in any way, please email us at customerserviceeu@elevenaustralia.com within 3 days of receiving your order, including:

• Your order number
• A photo showing the item’s condition

We will review each case individually and do our best to provide a satisfactory solution.

Purchases from Salon Partners

If you purchased ELEVEN Australia products through one of our salon partners, please refer directly to the salon’s return and exchange policy. ELEVEN Australia can only process returns, refunds, and exchanges for orders placed on eu.elevenaustralia.com.

Order Cancellations & Adjustments

Once an order has been placed, we cannot cancel or modify it. Please check your order carefully before confirming your purchase.

Other Issues

If you encounter any other issues with your order, please contact us at customerserviceeu@elevenaustralia.com. Where appropriate, we may provide a refund or exchange.

• If a refund is approved, it will be issued to the original payment method (e.g., credit card) within 14 days.

Returns Process

• A return label must be requested by contacting customerserviceeu@elevenaustralia.com.
• Once we receive the returned goods, we will refund the purchase price and postage within 5 working days.