Returns & Refunds Policy

We want to make sure you're happy with your purchase, but if there’s an issue with your order, here's how to handle it:

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, contains faulty or missing items, or if you received the wrong products by mistake, please contact us via our customer service email within 14 days of receiving your order. You will be responsible for covering the postage costs to return the items. Please ensure the return is sent via recorded delivery, and keep a copy of the postage receipt for future reference. Once we receive the returned items, we can arrange a replacement or refund.

Important: For exchanges or refunds, products must be in their original, saleable condition. Be sure to securely package your returns to avoid further damage during transit. Once we receive your return, we’ll inspect the items and process your exchange or refund accordingly.

If your order is returned to us due to failed delivery (e.g., incorrect address or you weren’t available to receive it), we will refund your payment minus any shipping charges or return costs incurred.

Order Cancellations

Once you’ve placed your order, we begin processing it right away. Orders are usually dispatched the same day, so we’re unable to cancel, amend, or add items after your purchase is complete.

Refunds will be processed to your original payment method within 7 days of us receiving the returned goods. We cannot accept returns for opened or used Lash Culture Products.

Failed Delivery Attempts

If a delivery fails due to no fault of the courier (e.g., you're not available, or the wrong address was provided), and the items are returned to us, we cannot refund the shipping fees. Additionally, the cost incurred for the return shipment will be deducted from any refund. A new shipping charge will apply if the goods are sent out again.

Legal Rights

Under regulations, customers are entitled to: