Refund and Return Policy
RETURN POLICY
IS THIS YOUR FIRST ORDER? Please email an image of your lash certification to info@lashply.com
10% restocking fee applied to canceled orders for customers who are not industry certified. We are a professional wholesale supply company.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, please choose carefully at checkout as change of mind reruns is at our discretion.
Several types of goods are exempt from being returned for example opened lash trays, liquids, Some health and personal care items.
Additional non-returnable items:
Gift cards
Downloadable software products
To complete your return, we require your original order number, name on the order, reason for return and in some cases images .You can reach our customer service team by emailing info@lashply.com they will help guide you through the process.
We have a limited return policy because we cannot restock returned goods as they are professional supplies. If you wish to return a product, please review this policy in full and then call us to discuss the reason you wish to return your product with images.
In regards to faulty item, please email info@lashply.com to discuss replacement options or refund we may require some detailed images or a video for our records, depending on the item we may require our trouble shooting process to be followed before resolution options of replacement or refund are offered.
We may offer trouble shooting as professional products can sometimes take time to learn their differences from pervious supplies you may have worked with. We are here to help guide and add to your education about the latest science and international standards we have available to us. In no way is this process a question about your ability, experience or knowledge. In fact this process is quite the opposite it is designed for us to help us learn your product needs better for smoother innovation of new supplies and help fill any gaps in the personal usability process including education knowledge vs application understanding. If we can not assist thorough this process to resolve your issue we will offer a refund.
Tweezers are a very personal item and because we are all unique and our hands work in different ways, we understand that some stiles and their designed pickup sweet spot may not be to your proffered liking. In the same way the tension may not be to your proffered personal grip. We are happy to offer returns on tweezer for a refund less shipping. It's important to know tweezers are all hand crafted and will have acceptable variances in degree setting and tension as they individually made, meaning no 2 will ever be the same or identical because of the unique nature of how they are made much like the lash fans you craft during an appointment will never be exactly identical as they are hand crafted in nature.
Lashes that have been opened can not be returned, please choose wisely. we recommend trying a mixed tray of a new collection or diameter of lash you wish to try before purchasing and entire collection and finding out they are not to your personal preference or the best collection for your preferred pickup style.
Please choose wisely as adhesives can not be returned and will not be refunded. To avoid adhesive disappointment please refer to detailed storage & instructions on each item page.
Return Procedure
To initiate a return, contact us at info@lashply.com to obtain a return authorisation number within 14 days of shipment, and 3 days for shipment damage, faulty items or defects. After we complete this process above for relevant items, you will be issued with a return authorisation number. It is mandatory that the return authorisation number must be clearly marked on the outside of the packaging along with your original order number. Any returns sent without the return authorisation clearly marked will not be accepted or processed. No return will be considered if contact has not been made via email within 14 days after receipt of original shipment delivery. Please note we can not offer refunds on items, orders or packaged that do not make it back to our warehouse. In the event we require a damaged package or faulty item to be retuned to us we will generate a return label this will be emailed to you and can be attached to the parcel, after attaching the label to the parcel simply deliver it to your local post office or place the item in the mailbox - tracking will be engaged at our end. NOTE: Due to COVID19 there is at times a 2 week delay in processing product returns.
Refund process
PLEASE allow up to 2 weeks for us to process your return. Refund processing times can take between 1-7 business days to reflect on your bank account/afterpay/Klarna account. You will receive an email from us at the time of refund processing to let you know we have completed your refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@lashply.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded if noted final sale, and sale change of mind is at our discretion.
Exchanges (if applicable)
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 info@lashply.com and send your item to: PO BOX 635 Kellyville NSW 2155
Shipping
To return your product, you should mail your product to: PO BOX 635 Kellyville NSW 2155
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, items not received or delivered to our PO BOX can not be refunded.