Returns & Refunds

GENERAL STATEMENT

We want our customers to be happy with all facets of their experience with us, from any purchased goods through to our customer and delivery services.

We will take back any faulty good, at our own cost, and exchange it for a new one or refund you in full.

However, due to the nature of our product and for hygiene reasons we DO NOT offer refunds/exchanges on items simply unwanted/change of mind. If you receive an item damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us in 7 days.

Please note; Our lashes are handcrafted and therefore each one can have minor differences. Please note this is not a fault but part of the unique lash assignment of individual hair.

WHAT TO DO IF YOUR ITEM IS FAULTY?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customers@elegancelash.co.uk

PROOF OF PURCHASE

No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.

REFUNDING DELIVERY CHARGES

Provided you have notified us in writing that you wish to cancel your order under the Consumer Contract Regulations, and the return also meets the terms of our Returns and Refund Policy, you will be entitled to a full refund including delivery charges if applicable.

We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

PROMOTIONAL DISCOUNTS AND REFUNDS

If you used a promotional discount when paying for your order, in the event of a return, you will not be refunded the discounted amount.

CANCELLATIONS

If, for any reason, you need to cancel your order before it has shipped, please contact us at customers@elegancelash.co.uk.

CANCELLATION PERIOD

We can cancel your order at any point up until it has been dispatched. If your order has already been sent out, you may still cancel your order under the Consumer Contract Regulations 2013 and to do so simply contact us on customers@elegancelash.co.uk.

DELIVERY CHARGES

Provided the return meets the terms of our returns and refunds policy, you will be entitled to a full refund, including delivery charges if applicable.

We are unable to provide a refund of the delivery charges when only part of your order is being cancelled.

TAKING CARE OF OUR GOODS

If you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.

ORDER ACCEPTANCE AND CANCELLATION

Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered. Order acceptance occurs when your order confirmation email has been sent to you.

Non-acceptance of an order may be a result of one of, but not limited to, the following:

  • The product you ordered being unavailable from stock.
  • Our inability to obtain authorisation for your payment.
  • The identification of a pricing or product description error.

REFUNDS

WHEN WILL I BE REFUNDED?

Once we have received your returned product(s) in its original packaging, a refund will be credited to the payment card account within two weeks. Please note that it may take up to seven days for your bank to credit your account. We do not take responsibility, nor are we liable for, any bank charges you may incur during the refund process.

FAULTY OR DAMAGED GOODS

If your purchase is either faulty or damaged, then you have up to 30 days to reject the goods, from the date of purchase, and return it to our warehouse to receive a full refund.

YOUR RESPONSIBILITY AND OUR LIABILITY

You have a statutory duty to take reasonable care of our goods and they remain your responsibility until they arrive safely returned to us. We reserve the right to inspect all goods that are returned, so please take care not to damage your purchase while you inspect them. This includes any original packaging.

We do not accept liability for any goods that do not reach our stated returns address nor can we accept liability for any goods that may be returned to us by mistake. As such, we suggest that any returned purchases are done so via recorded delivery service, should this be applicable. If substantial damage has been caused to the product, we reserve the right to refuse a refund or exchange.

If your returned purchase is damaged or not in the original packaging, we reserve the right to refund you in full less any deductions due by way of compensation. If substantial damage has been caused, then we reserve the right to refuse a refund or exchange.

Once we have received the product(s) and if appropriate, any packaging, a refund will be credited to the correct payment within seven days. Please note this usually takes between three-five days but may take up to 14 days.

YOUR STATUTORY RIGHTS

Our returns and refunds policy does not affect your statutory rights in respect of faulty or damaged goods.

For further details of our return's policy, please contact us at customers@elegancelash.co.uk