REFUNDS & RETURNS
At LashX’otic, we want you to love your lashes. If you have an issue with your order, please contact us and we’ll do our best to assist.
This policy outlines our change-of-mind returns as well as what to do if your order arrives damaged or a product has a fault.
CHANGE-OF-MIND RETURNS
We accept change-of-mind returns within 30 days of delivery, provided the following conditions are met:
- The lashes are unused and unopened
- The lashes have not been applied or worn
- There is no glue, mascara, makeup or other product on the lashes or lash band
- The original packaging is intact and in the same condition in which it was received
- Proof of purchase is provided
Due to the hygienic nature of our products, used or opened lashes cannot be accepted for change-of-mind returns.
We may request clear photographs showing that the lashes and lash band remain unused before approving a return.
RETURN SHIPPING
For change-of-mind returns, the customer is responsible for the cost of returning the item to LashX’otic.
Original shipping costs are non-refundable for change-of-mind returns.
We recommend using a tracked postal service when returning an item, as LashX’otic cannot be responsible for items lost in transit while being returned to us.
SALE & CLEARANCE ITEMS
Sale and clearance items are final sale and are not eligible for change-of-mind returns, refunds or exchanges.
Due to the significantly reduced pricing of sale and clearance items, we are unable to accept change-of-mind returns on these products.
This does not affect your rights under Australian Consumer Law. If a sale or clearance item is faulty, unsafe, significantly different from its description, or otherwise does not meet the applicable consumer guarantees, please contact us so we can assess the issue and provide the appropriate remedy.
FAULTY OR DAMAGED PRODUCTS
We carefully inspect and package orders before dispatch. However, if you believe your lashes have arrived faulty, damaged or otherwise do not meet the description, please contact us as soon as possible.
Please email:
Include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the packaging where relevant
Please do not dispose of or alter the product before we have had an opportunity to assess the issue.
Depending on the circumstances and your rights under Australian Consumer Law, we may provide a repair, replacement or refund.
PRODUCTS THAT HAVE BEEN USED
Because lashes are a cosmetic product that come into contact with the eye area, we cannot accept a change-of-mind return once lashes have been applied or used.
However, this does not remove your rights under Australian Consumer Law if the product is faulty or does not meet a consumer guarantee.
HOW TO REQUEST A RETURN
Before sending anything back, please contact us at:
Please include your order number and the reason for your return.
Do not send a return to us without contacting us first.
We’ll provide the appropriate return instructions once your request has been reviewed.
RETURN ADDRESS
If your return is approved, we’ll provide the return address and instructions directly to you.
REFUNDS
Once an approved return has been received and inspected, we’ll notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used for the purchase.
Please allow your payment provider or financial institution additional processing time for the refund to appear in your account.
EXCHANGES
For change-of-mind purchases, we do not offer direct exchanges.
If you would like a different lash style, you can return the eligible unused product in accordance with our change-of-mind return policy and place a new order.
If your product is faulty or damaged, please contact us so we can assess the issue and provide the appropriate remedy.
MISSING OR INCORRECT ITEMS
If you receive an incorrect item or something is missing from your order, please contact us at:
Please provide your order number and photographs of the items received where applicable.
We’ll investigate the issue and assist with the appropriate resolution.
IMPORTANT — AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
Our change-of-mind conditions apply only where a customer is seeking to return an item because they have changed their mind.
Where a product has a problem covered by the Australian Consumer Law, your consumer guarantee rights apply regardless of our change-of-mind policy.
NEED HELP?
If you have any questions about a return, refund or product issue, please contact us:
Email: lashxoticlashes@gmail.com
Instagram: @lashxotic