Return and Refund

Last Updated: August 1, 2026

At GOLDWAVE, we build performance grooming products engineered for demanding hair types and real-world environments. We stand behind the quality, craftsmanship, and styling performance of every product we make.

We also understand that no two heads of hair behave exactly the same. Hair type, density, length, styling technique, climate, and the amount of product used can all affect the final result.

If a product does not perform as expected, or if there is an issue with your order, we are here to make it right.

This policy applies exclusively to eligible purchases made directly through goldwave.us.

1. 30-Day Product-Fit Guarantee

We want you to experience GOLDWAVE with confidence.

If you are trying a specific GOLDWAVE styling product for the first time and find that it does not suit your hair type, hold preference, desired finish, or styling routine, you may be covered by our 30-Day Product-Fit Guarantee.

Eligibility

The Product-Fit Guarantee applies exclusively to:
• Your first purchase of a specific full-sized GOLDWAVE SKU;
• Products purchased directly through goldwave.us;
• Requests submitted within 30 calendar days of delivery; and
• One opened or used unit per SKU, per customer or household.

A reasonable amount of product must remain, and the customer must provide any information reasonably requested by GOLDWAVE to review the claim.

Resolution Options

You may request:

• A one-time product exchange to help you find a formula better suited to your hair;
• Store credit; or
• A refund of the eligible product purchase price to your original payment method.

Our Customer Care team may first ask about your hair type, application method, amount used, and desired result. In some cases, the issue may be resolved through product guidance or a different product recommendation.

Once eligibility is confirmed, GOLDWAVE will work with you to determine the most appropriate resolution.

If an eligible Product-Fit claim cannot be reasonably resolved through guidance, exchange, or store credit, you may request a refund of the eligible product purchase price.

Original shipping fees are non-refundable unless the order arrived damaged, defective, incorrect, or applicable law requires otherwise.

Fair-Use Limit

The Product-Fit Guarantee is strictly limited to one approved claim involving one opened or used unit of each SKU per customer or household.

Opened units from:

• • Multi-unit purchases;
• • Repeat purchases;
• • Subscription orders; or
• • Additional orders of the same SKU

are not eligible once the customer has previously purchased or claimed that SKU.

GOLDWAVE may consider reasonably associated accounts, addresses, payment methods, and order activity when applying this limit.

2. Getting the Best Performance From Your Product

Styling products can perform differently depending on how they are applied. Before deciding that a product is not right for you, our Customer Care team may recommend adjusting:

• • The amount of product used;
• • Whether the product is applied to damp or dry hair;
• • How thoroughly the product is warmed between the palms;
• • Whether the hair was fully dried before applying Paste or Clay;
• • Whether the product was applied in one heavy amount or several lighter layers;
• • Whether a blow-dryer was used to create shape and volume;
• • Whether OCEANIC Sea Salt Spray was used as a pre-styler; or
• • The amount of oil, moisture, or previous product already present in the hair.

Using more product does not always create more hold. Over-application can make hair feel heavier and may reduce texture or volume. Our Customer Care team may ask a few brief questions about your hair and styling routine before recommending an exchange, credit, or refund.

3. Standard Return Policy for Unopened and Unused Items

For additional units, multi-packs, or unopened products:

Condition

Items must be:
• Completely unused;
• Unopened;
• In their original packaging;
• In clean and resalable external condition; and
• Returned with all protective seals and original components intact.

Timeframe

Return requests must be initiated within 30 calendar days of delivery.

Once a return is authorized, the package must be handed to the approved carrier within 14 calendar days.

Return authorizations and prepaid shipping labels may expire after this period.

Return Shipping

For standard preference or change-of-mind returns, the customer is responsible for return shipping costs.

When available, GOLDWAVE may provide a prepaid return label. The applicable label fee will be disclosed before the return is authorized and deducted from the final refund.

Return shipping will not be deducted when the return is caused by:

• • A damaged item;
• • A verified defect;
• • An incorrect product;
• • A GOLDWAVE fulfillment error; or
• • Another circumstance where applicable law requires GOLDWAVE to cover the cost.

Refund Amount

After the returned item is received and inspected, GOLDWAVE will refund:

• • The eligible product purchase price; and
• • Any applicable sales tax attributable to the returned product.

Original shipping fees and prepaid return-label fees are non-refundable unless otherwise stated in this policy or required by law.

GOLDWAVE may reduce or deny a refund if the returned item has been opened, used, altered, damaged after delivery, or returned without its original packaging.

4. Damaged, Defective, Leaking, Missing, or Incorrect Orders

We take quality control and shipment integrity seriously. Please inspect your order when it arrives.

Contact aloha@goldwave.us within seven calendar days of delivery if:
• A product arrived damaged;
• A container arrived cracked or leaking;
• A pump, cap, lid, or spray mechanism does not function properly;
• An item is missing from the shipment;
• You received the wrong product; or
• The order appears materially different from what you purchased.

Required Verification

Please include:
• Your full name;
• Your order number;
• A clear description of the issue;
• Photos of the affected product;
• A photo of the outer shipping package;
• A photo of the shipping label;
• Photos of the interior packaging; and
• The Lot or Batch Number printed on the product or packaging.

The Lot or Batch Number is essential for internal quality control, traceability, manufacturer review, and corrective action.

Resolution

After verification, GOLDWAVE may:
• Dispatch a replacement at no additional cost;
• Refund the affected product;
• Refund applicable sales tax;
• Refund applicable shipping charges when appropriate; or
• Provide another reasonable resolution based on the circumstances.

Damage caused after delivery through misuse, improper storage, accidental damage, unauthorized modification, or handling outside GOLDWAVE’s control is not considered a manufacturing defect.

5. Product Consistency and Normal Variation

Minor variations in color, texture, scent intensity, firmness, or appearance may occur between production batches.

These differences may result from normal variations in ingredients, temperature, shipping conditions, storage, or manufacturing processes. Minor cosmetic variation does not automatically mean that a product is defective.

However, stop using the product and contact us if you notice:
• An unusual or unpleasant odor;
• Unexpected contamination;
• Evidence that the package was previously opened;
• A damaged or missing seal;
• Significant separation that does not resolve after returning to room temperature;
• An abnormal change in texture;
• Unexpected leakage; or
• Any condition that creates a reasonable product-safety concern.

Please retain the product and packaging until our review is complete.

6. Product Safety Concerns

Stop using the product if you experience an unexpected reaction or have a reasonable concern about product safety.

Contact aloha@goldwave.us and include:

• Your full name and contact information;
• The product name;
• The Lot or Batch Number;
• The date and place of purchase;
• The date the product was used;
• How the product was applied;
• A description of what occurred;
• Whether medical attention was sought; and
• Any relevant photos or supporting information you are comfortable providing.

Please retain the product and all packaging until our review is complete.

Do not return, discard, or continue using the product unless instructed by GOLDWAVE.

Seek appropriate medical care for serious, persistent, or worsening symptoms.

Product-safety concerns are reviewed separately from standard returns and may be retained or shared where reasonably necessary for product-quality review, manufacturer investigation, insurance, recall readiness, or legal and regulatory obligations.

Reporting a product-safety concern does not require the customer to complete a standard return request first.

7. Order Cancellations and Address Changes

Because our fulfillment system may begin processing orders shortly after purchase, the window for order changes is limited.

If you need to cancel an order or correct a shipping address, contact aloha@goldwave.us as soon as possible.

Requests submitted within one hour of purchase have the best chance of being completed. However, submitting a request within that period does not guarantee that the order can be cancelled or modified.

Once an order has:

• Entered warehouse processing;
• Been packed;
• Had a shipping label generated; or
• Been transferred to the carrier,

it may no longer be possible to cancel or modify the order.

If an order can no longer be cancelled, it may need to be returned after delivery under the applicable terms of this policy.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

GOLDWAVE is not responsible for packages delivered to the exact address submitted by the customer.

If a package is returned because of an incorrect, incomplete, invalid, or undeliverable address, the customer may be responsible for:

• Additional shipping charges;
• Carrier return fees;
• Address-correction fees; and
• Other reasonable costs associated with reshipping the order.

If a refund is issued instead of reshipping, non-refundable shipping and carrier charges may be deducted where permitted by law.

8. Lost, Delayed, or Missing Packages

Shipping and delivery estimates are not guaranteed.

Carrier delays may occur because of:

• Weather;
• High shipping volume;
• Transportation disruptions;
• Public emergencies;
• Address issues;
• Security reviews;
• Customs processing; or
• Other circumstances outside GOLDWAVE’s reasonable control.

Tracking Has Not Updated

If tracking has not updated for an unusual period or the package has passed the estimated delivery window, contact aloha@goldwave.us.

We may review the shipment and, when appropriate, open an investigation with the carrier.

A package is not automatically considered lost solely because it arrives after the estimated delivery date.

Package Marked Delivered but Not Found

If tracking shows that your package was delivered but you cannot locate it:

• Allow up to 24 hours after the delivery scan.
• Check your mailbox, parcel locker, entrances, and surrounding delivery areas.
• Ask household members, neighbors, front-desk staff, or building management.
• Confirm that the shipping address on your order is correct.
• Contact the carrier for available delivery details.
• Contact GOLDWAVE if the package remains missing.

Claims relating to packages marked delivered must be submitted within seven calendar days of the delivery scan.

GOLDWAVE may request additional information or cooperation with a carrier investigation.

Replacement or refund eligibility will be determined after reviewing:

• Tracking information;
• Delivery circumstances;
• Carrier findings;
• Order history;
• Customer history; and
• Any other relevant information.

GOLDWAVE does not automatically guarantee replacement or refund for packages confirmed delivered to the address entered at checkout.

9. Bundles, Sets, and Promotional Offers

Routine Bundles and Sets

Products purchased as part of a curated or discounted bundle must be returned in full to receive a complete refund for the bundle.

If an individual item from a discounted bundle is returned under the Standard Return Policy, the refund will reflect the discounted value allocated to that item rather than its full individual retail price.

If returning an item causes the remaining products to no longer qualify for the original bundle price, GOLDWAVE may recalculate the refund based on:

• The actual amount paid;
• The allocated value of the returned item;
• The regular selling price of the items retained; and
• The terms of the original offer.

Product-Fit Claims Within Bundles

If one opened product from a bundle qualifies under the Product-Fit Guarantee, GOLDWAVE may provide:

• A replacement for that item;
• Store credit;
• A refund based on the item’s allocated discounted value; or
• Another reasonable resolution.

The remaining products in the bundle do not automatically become eligible for return because one item qualifies for a Product-Fit claim.

Gifts With Purchase

If your order included a free gift, complimentary product, accessory, or promotional item and you return the qualifying purchase for a cash refund, GOLDWAVE may require the promotional item to be returned unused and unopened.

If the promotional item is not returned when required, the value disclosed in the original offer may be deducted from the refund where permitted by law.

Final-Sale Items

Samples, discontinued products, limited-edition accessories, clearance products, or items clearly marked Final Sale at checkout are non-refundable and non-returnable.

Final-sale status does not prevent a customer from reporting:

• A verified product defect;
• An incorrect item;
• Shipping damage;
• A product-safety concern; or
• A right that cannot legally be excluded.

10. Third-Party, Marketplace, and Barbershop Purchases

This policy applies exclusively to transactions processed directly through goldwave.us.

If you purchased a GOLDWAVE product through a:

• • Barbershop;
• • Salon;
• • Independent retailer;
• • Marketplace;
• • Social-commerce platform;
• • Distributor; or
• • Other third-party seller,

please contact the original point of purchase directly.

Returns, refunds, and exchanges are subject to that seller’s own policies.

GOLDWAVE cannot issue a cash refund for a transaction processed by another business.

Quality and Safety Escalation

If you have a quality or safety concern about a product purchased from an authorized GOLDWAVE partner, you may still report it to aloha@goldwave.us.

Please provide:

• • Proof of purchase;
• • The seller’s name;
• • The product name;
• • The Lot or Batch Number;
• • Relevant photos; and
• • A description of the concern.

Products purchased from unauthorized sellers may not qualify for:

• • The Product-Fit Guarantee;
• • Authenticity support;
• • Replacement coverage; or
• • Other purchase-based GOLDWAVE benefits.

Genuine product-safety concerns may still be reviewed regardless of the place of purchase.

11. How to Initiate a Return, Exchange, or Refund

To start a request under the Product-Fit Guarantee or Standard Return Policy, email:

aloha@goldwave.us

Use the subject line:

Return Request – Order #[Your Order Number]

Include:

• • Your full name;
• • Your order number;
• • The product or products involved;
• • Whether each product is opened or unopened;
• • The reason for your request;
• • Your preferred resolution;
• • Relevant photos/videos; and
• • The Lot or Batch Number when requested.

Our Customer Care team aims to review complete requests within one to two business days.

Response times may be longer during:

• • Major product launches;
• • Promotional periods;
• • Weekends;
• • U.S. holidays; or
• • Periods of unusually high request volume.

Do not mail any product before receiving written authorization and return instructions from GOLDWAVE.

Returns sent without prior authorization may not be processed, refunded, or returned to the sender.

12. Return Shipping and Packaging

Approved returns must be packed securely to prevent damage during transit.

Customers must follow the return instructions provided by GOLDWAVE, including:

• • Using the approved return address;
• • Including the required return information;
• • Using appropriate packaging;
• • Retaining shipment tracking; and
• • Sending the package within the authorization period.

Do not send returns:

• • Cash on delivery;
• • To the address printed on a product label;
• • To a business-registration address unless specifically instructed;
• • Without tracking when tracking is required; or
• • Through a carrier not approved in the return instructions.

GOLDWAVE is not responsible for unauthorized, incorrectly addressed, or untracked return shipments sent outside the provided instructions.

13. Refund Amounts

Approved refunds may include:

• • The eligible product purchase price;
• • The proportional discounted value of an eligible bundle item; and
• • Applicable sales tax attributable to the refunded product.

Refunds generally do not include:

• • Original standard shipping fees;
• • Expedited shipping fees;
• • Priority-processing charges;
• • Shipping-protection fees;
• • Return-label fees;
• • Gift-wrapping fees;
• • International duties;
• • Customs charges; or
• • Other non-product fees.

Applicable shipping charges may be refunded when:

• • GOLDWAVE sent the wrong item;
• • The product arrived materially damaged;
• • A verified defect made the item unusable;
• • A GOLDWAVE fulfillment error occurred; or
• • Applicable law requires reimbursement.

A refund will not exceed the amount actually paid for the eligible product or order.

14. Refund Processing Timelines

Once an authorized return is received and inspected at our fulfillment facility:

• • Approved refunds are generally processed within three to five business days;
• • You will receive an email confirming that the refund has been submitted; and
• • Your bank or payment provider may require an additional five to ten business days to post the refund.

Processing times vary by financial institution.

A refund confirmation from GOLDWAVE means that the refund has been submitted. It does not mean that the funds will appear immediately in your account.

GOLDWAVE is not responsible for delays caused by the customer’s bank, card issuer, or payment provider after the refund has been submitted.

15. Exchanges

GOLDWAVE does not currently process automatic online exchanges.

For unopened products, the customer may return the original product and place a new order for the preferred item.

For an eligible Product-Fit claim, GOLDWAVE may approve a one-time exchange for another eligible styling product.

For example:

• • VERSATILE may be exchanged for LOCKED-IN when stronger, drier control is preferred;
• • LOCKED-IN may be exchanged for VERSATILE when greater flexibility and movement are preferred; or
• • OCEANIC may be recommended when the primary need is added volume, texture, or pre-styling grip.

Replacement products are subject to availability.

Unless otherwise stated in writing, a replacement issued under the Product-Fit Guarantee does not create a new 30-day guarantee period.

16. Chargebacks and Payment Disputes

We encourage customers to contact GOLDWAVE before opening a chargeback or payment dispute.

Opening a chargeback while a return, refund, replacement, or carrier investigation is in progress may delay or interrupt our ability to resolve the issue directly.

GOLDWAVE may provide relevant information to a bank, card issuer, payment processor, or dispute platform, including:

• • Order records;
• • Payment records;
• • Tracking information;
• • Proof of delivery;
• • Customer correspondence;
• • Return records;
• • Refund records; and
• • Applicable policy disclosures.

Submitting both a refund request and a chargeback for the same transaction may be treated as a duplicate claim.

17. Fair Use and Policy Abuse

Our policy is designed to protect genuine customers and resolve legitimate concerns fairly.

GOLDWAVE reserves the right to limit, suspend, or deny a return, refund, replacement, exchange, or store credit when we reasonably identify:

• • Repeated or excessive claims;
• • Multiple claims associated with the same customer or household;
• • Duplicate refund and chargeback requests;
• • False or misleading statements;
• • Altered photos or documents;
• • Claims involving products not purchased from GOLDWAVE;
• • Products used substantially beyond what is reasonably necessary for evaluation;
• • Bulk purchases followed by Product-Fit claims;
• • Unauthorized resale;
• • Multiple accounts used to avoid claim limits;
• • Intentional product damage;
• • Fraudulent non-delivery claims; or
• • Other abusive or deceptive activity.

GOLDWAVE may request additional verification or restrict future purchases when reasonably necessary to protect customers, inventory, payment systems, or business operations.

Nothing in this policy limits consumer rights that cannot legally be excluded or restricted.

18. Changes to This Policy

GOLDWAVE may update this Returns & Refunds Policy as our products, fulfillment systems, sales channels, and legal obligations evolve.

The policy version posted on goldwave.us at the time of purchase will generally govern that order, except where applicable law requires otherwise.

The current version will display its most recent “Last Updated” date.

Official Contact Information

For all return, exchange, refund, delivery, product-quality, and Customer Care inquiries:

GOLD WAVE HAIR & CO LLC
99-115 Aiea Heights Dr #204
Aiea, HI 96701
United States

Website: goldwave.us
Customer Support Email: aloha@goldwave.us

Our Customer Care team aims to respond within one to two business days, Monday through Friday, excluding U.S. holidays.