Refund policy
RETURNS AND REFUND POLICY
We want you to feel confident purchasing from Lash Alchemy Australia. Please read this policy before submitting a return request.
This policy applies to products purchased directly through the Lash Alchemy Australia website. Products purchased from another retailer or international stockist must be returned to the original place of purchase and are subject to that retailer’s policies.
CHANGE-OF-MIND RETURNS
We may accept a change-of-mind return when the request is submitted within 7 days of receiving your order.
To be eligible, the product must:
- Be completely unused and unopened
- Be in its original packaging
- Have all seals, protective packaging and labels intact
- Be in a clean, undamaged and resalable condition
- Include valid proof of purchase
- Not be listed as a non-returnable product under this policy
Lash Alchemy reserves the right to inspect returned products before approving a change-of-mind refund.
A change-of-mind return will not be accepted if the product has been opened, tested, used, damaged, altered or removed from its sealed packaging.
HYGIENE-SENSITIVE PRODUCTS
For hygiene and safety reasons, we cannot accept change-of-mind returns for opened or used:
- Brushes, applicators or disposable products
- Lash shields
- Y tools or other tools that have been opened or used
- Products with broken seals
- Products that cannot be safely resold
This hygiene restriction does not limit your rights if a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee.
NON-RETURNABLE PRODUCTS
The following products cannot be returned for change of mind:
- Opened or used beauty products
- Products with broken hygiene seals
- Gift cards
- Digital products
- Products marked as final sale or clearance
- Products damaged through misuse, incorrect application or improper storage
- Products purchased from another retailer or stockist
Sale and clearance items remain covered by applicable consumer guarantees if they are faulty or do not match their description.
HOW TO REQUEST A RETURN
Before returning anything, email:
Please include:
- Your full name
- Your order number
- The product you wish to return
- Your reason for requesting the return
- Clear photographs where the item is damaged, faulty or incorrect
Products returned without prior approval may not be accepted.
If your return is approved, we will provide instructions explaining where and how to send it.
RETURN ADDRESS
Approved returns should be sent to:
Lash Alchemy
3/2 Beaconsfield-Emerald Road
Beaconsfield VIC 3807
Australia
Please do not return a product until you have contacted us and received return approval.
RETURN SHIPPING COSTS
For an approved change-of-mind return, the customer is responsible for return shipping costs.
Original shipping charges are not refundable for change-of-mind returns.
We strongly recommend using a tracked shipping service and retaining proof of postage. Lash Alchemy cannot process a return that does not arrive.
If a product is confirmed to be faulty, damaged, misdescribed or incorrectly supplied, Lash Alchemy will cover reasonable return shipping costs where required by law.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please inspect your order as soon as it arrives.
Contact us promptly if:
- A product is damaged
- A product is defective
- You receive the wrong product
- An item is missing
- A product does not match its description
Email info@lashalchemy.com.au with your order number and clear photographs of the product, packaging and shipping label.
Where possible, we ask that visible delivery damage or incorrect items be reported within 3 business days of arrival. This helps us investigate the issue quickly but does not limit any rights you may have under applicable consumer law.
Please retain the product and all packaging until we have completed our assessment.
Depending on the circumstances and your legal rights, the available remedy may include a replacement, refund, repair or another appropriate solution.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.
MISUSE, INCORRECT APPLICATION AND STORAGE
A return, replacement or refund may not be available where the issue was caused by:
- Using the product contrary to its instructions
- Incorrect application or processing
- Failing to follow patch-testing or safety requirements
- Improper storage
- Exposure to excessive heat, sunlight, moisture or contamination
- Using the product after its expiry or recommended use period
- Accidental or deliberate damage
- Normal wear and tear
Some Lash Alchemy Australia products are intended for trained professional use. Customers are responsible for reading and following all product instructions, contraindications, storage requirements and safety directions.
This section does not limit any rights available under applicable consumer law.
EXCHANGES
We do not offer direct exchanges for change-of-mind purchases.
If your return is approved, you may return the eligible product and place a separate order for the replacement product.
If we supplied an incorrect or faulty product, we will provide an appropriate remedy in accordance with applicable consumer law.
REFUNDS
Once your return has arrived, we will inspect it and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow up to 10 business days for Lash Alchemy to process an approved refund. Your bank or payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved, contact info@lashalchemy.com.au.
ORDER CANCELLATIONS AND CHANGES
If you need to change or cancel an order, contact us immediately at info@lashalchemy.com.au.
We will do our best to assist, but we cannot guarantee changes or cancellations once an order has entered processing or has been dispatched.
If an order has already been dispatched, the standard return eligibility requirements will apply.
AFTERPAY, ZIP AND OTHER PAYMENT PROVIDERS
Approved refunds for purchases made through Afterpay, Zip or another payment provider will be processed through the original provider.
Any existing payment schedule, adjustment or refund timing is managed according to that provider’s terms.
Lash Alchemy cannot issue an approved refund to a different payment method.
NEW ZEALAND ORDERS
Customers in New Zealand may request a return by emailing info@lashalchemy.com.au.
For change-of-mind returns, the customer is responsible for return shipping charges and any associated customs or processing costs.
Nothing in this policy limits any rights available under applicable New Zealand consumer law.
INTERNATIONAL PURCHASES OUTSIDE AUSTRALIA AND NEW ZEALAND
Customers outside Australia and New Zealand should purchase Lash Alchemy products through Bella Beauty Professional.
Purchases made through Bella Beauty Professional are processed independently and are subject to their return and refund policy.
Please contact Bella Beauty Professional directly regarding any order placed through their website.
CONTACT US
For questions about returns, refunds or product issues, contact:
Lash Alchemy Pty Ltd
Email: info@lashalchemy.com.au
Address: 3/2 Beaconsfield-Emerald Road, Beaconsfield VIC 3807, Australia