Refund policy

At Lash Direct we strive to ensure your satisfaction with every purchase. However, we understand that there may be occasions where you may need to request a refund. Please read our refund policy carefully to understand your rights and obligations.

We take great care to ensure that our products reach you in perfect condition. However, we acknowledge that circumstances beyond our control, such as damage during transit, may occur. Please read our refund policy carefully to understand our guidelines regarding damaged products.

Australian Consumer Law and Consumer Rights

In Australia, consumer rights regarding returning goods are governed by the Australian Consumer Law (ACL), which is a part of the Competition and Consumer Act 2010 (Cth). The ACL sets out various consumer guarantees that apply to goods and services purchased by consumers, including those related to the sale of eyelash extensions and accessories.

The object of this Act is to enhance the welfare of Australians through the promotion of competition and fair trading and provision for consumer protection.

Please note that our policies regarding returns and consumer rights are in accordance with Australian Consumer Law (ACL). For detailed information on consumer rights and protections, we recommend referring to the official website of the Australian Competition and Consumer Commission (ACCC). You can find more detailed information on consumer law here: https://www.legislation.gov.au/C2004A00109/latest/text/4 By following this link, you can ensure that you're fully informed about your rights and protections as a consumer.

Eligibility for Refund:

• Consumers are entitled to a refund if the goods are faulty, not of acceptable quality, or do not match the description provided.
• To be eligible for a refund, consumers must notify us of any problems with the goods promptly and within 30 days from the date of invoice, after discovering them, as your right to a refund may be limited. We can then initiate the return process within a reasonable time frame.

How to Initiate a Refund:

• If you believe you are eligible for a refund based on the criteria outlined above, please contact our customer service team within 30 days from date of invoice at admin@lashdirect.com.au to initiate the return process.
• When contacting us, please provide your order number and details of the issue with the product.

Repair, Replacement, Refund:

• Consumers may also choose to have the goods repaired, replaced, or given a refund if they are faulty or do not meet any of the consumer guarantees.

Inspection and Approval:

• Please pack your parcel including the products in their original packaging. Once we receive your returned item, our team will inspect it to ensure it meets the eligibility criteria for a refund as outlined above.
• If the item is deemed eligible for a refund, we will process the refund to your original method of payment as quickly as possible and within a reasonable time of receiving the returned item.

Exclusions:

• Certain items, such as used or opened products, may not be eligible for a refund unless they are faulty or damaged.
• Refunds are not offered for a change of mind or if you simply no longer want the product or found the product cheaper elsewhere or ordered the wrong product.
• Please note that for hygiene and safety reasons, opened sealed products are not eligible for reimbursement unless they are defective.
• We do not offer refunds if you are made aware of a defect before purchasing the goods and choose to proceed with the purchase anyway.
• Used the product for a long time and the problem is because of usual wear and tear.
• Damage Caused by the Consumer: If the consumer damages the product themselves or uses it in a way that is inconsistent with its intended purpose, they may not be entitled to a refund.
• Failure to Follow Care Instructions: If the product comes with specific care instructions and the consumer fails to follow them, resulting in damage or defects, they may not be entitled to a refund.
• A refund will not be given for promotional sales or discounted items unless they are faulty or do not meet any of the consumer guarantees.
• A refund, if deemed eligible, will only be issued to certified lash technicians who have purchased the order.
• We reserve the right to refuse a refund if the returned item does not meet the eligibility criteria outlined in this policy. 

Damaged Products and Returns: 
Refund Process

• Please notify Lash Direct as soon as possible after receiving damaged goods.
• Upon receiving your complaint and verifying the damage, we will assess the situation promptly. If the damage is limited to the packaging only and the eyelashes themselves remain intact and undamaged, we reserve the right to not issue a refund. However, if it is determined that the lashes themselves are also damaged, we will proceed with the refund process in accordance with Australian consumer law. Please note that we cannot be held responsible for any damage incurred to the packaging after leaving our premises or during transit.

Verification Process

• To initiate the refund process for damaged products and to keep records of communications we may require additional information or evidence, such as photographs or a detailed description of the damage. This verification process helps us ensure that refunds are provided fairly and accurately.

Consumer rights

• Please note that our refund policy is in accordance with Australian consumer law. Consumers are entitled to a refund, replacement, or repair if goods are deemed faulty, damaged, or not as described. Our aim is to address any issues promptly and fairly, in line with legal requirements.

Contact Us

If you have any further questions or require assistance regarding our refund policy, please don't hesitate to contact our customer service team at admin@lashdirect.com.au We're here to help!