Refund policy
At Love And Lashes, we take pride in the quality of our products and want you to feel confident shopping with us.
We understand that sometimes things don't go to plan. Whether you've changed your mind, ordered the wrong product or experienced an issue, we're here to help.
1. Change-of-Mind Returns
If you've changed your mind about a purchase, you can notify us of your intention to return it within 14 days of receiving your order.
Once you've notified us, you have a further 14 days to send the items back.
We ask that returned products are:
- Unused and in their original condition.
- Returned with all original packaging, including the protective plastic wrapping, intact.
- Securely packaged to prevent damage during transit.
Customers are responsible for return postage costs for change-of-mind returns.
You do not need to provide a reason for exercising your statutory right to cancel.
2. Original Packaging & Product Condition
We kindly ask customers to keep all original packaging, including protective plastic wrapping and seals, intact until they're certain they wish to keep their products.
If an item has been handled beyond what is reasonably necessary to inspect it, resulting in a reduction in its value, we reserve the right to make an appropriate deduction from the refund, where permitted by law.
Any deduction will reflect the actual reduction in value rather than an automatic handling or restocking fee.
Removing ordinary packaging does not automatically remove your statutory cancellation rights.
Where a product qualifies for a legal hygiene-related cancellation exemption, this will be clearly communicated.
Your statutory rights relating to faulty or incorrectly described goods remain unaffected.
3. Faulty, Damaged or Incorrect Products
If your order arrives damaged, faulty or incorrect, please contact us at:
To help us resolve your issue as efficiently as possible, please provide:
- Your order number.
- A clear description of the problem.
- Photographs showing the issue, wherever possible.
We may request additional information where necessary to investigate the issue.
Where a product is faulty, damaged or incorrect, we'll arrange an appropriate resolution in accordance with your statutory consumer rights.
This may include a refund, replacement or another suitable remedy.
Where a return is necessary because of a fault or an error on our part, Love And Lashes will cover reasonable return postage costs.
Your statutory rights are not limited to the 14-day change-of-mind return period.
4. Product Performance Concerns
We understand how important reliable, consistent products are to professional lash artists.
If a product isn't performing as expected, please contact us so we can understand the issue.
Where appropriate, we may offer a replacement, store credit or refund after reviewing the individual circumstances.
Goodwill resolutions are considered on a case-by-case basis and do not replace or restrict your statutory consumer rights.
5. Ordering the Wrong Product
Please check your selected curl, diameter, length and product specifications carefully before completing your purchase.
If you've accidentally ordered the wrong product, this will be treated as a change-of-mind return rather than a product fault.
The standard change-of-mind returns conditions will apply, including responsibility for return postage.
Your statutory cancellation rights remain unaffected.
6. Refunds
Where a refund is due, it will be processed using the original payment method unless you expressly agree to an alternative.
For statutory change-of-mind cancellations, refunds will be processed without undue delay and no later than 14 days after:
- We receive the returned goods; or
- You provide evidence that the goods have been sent back, if earlier.
Any legally permitted deduction for diminished product value will be explained.
Where an entire order is cancelled under statutory cancellation rights, original standard delivery charges will also be refunded in accordance with UK consumer law.
If an upgraded delivery service was selected, only the equivalent standard delivery charge is refundable.
Original delivery charges are not normally refunded for partial change-of-mind returns.
7. Return Postage
Customers are responsible for the cost of returning products due to a change of mind or an ordering mistake.
We recommend using a tracked postal service and retaining proof of postage.
Love And Lashes cannot accept responsibility for return parcels lost or damaged in transit before they reach us, except where the law places responsibility on us.
Where a return is required because of a faulty, damaged or incorrect product, we'll cover reasonable return postage costs in accordance with your statutory rights.
8. Promotional Offers & Discounted Bundles
Products purchased during promotional offers, multi-buy deals or discounted bundles remain subject to applicable statutory consumer rights.
Where an individual product is returned from a discounted multi-buy purchase, any refund due will be calculated using the discounted amount attributable to that product.
Discounts applied across multiple items will be allocated proportionately where appropriate.
Products supplied free of charge as part of a promotion have no separate refundable purchase value.
For partial returns, we will not automatically impose a retrospective delivery charge simply because the remaining order falls below the original free-delivery threshold.
Any additional conditions relating to voluntary promotional offers will be clearly communicated at the time of purchase.
9. Store Credit
Where customers prefer store credit instead of an eligible refund, we may arrange this by agreement.
Store credit may also be offered as a goodwill resolution in circumstances where a statutory refund is not required.
Goodwill store credit is valid for three months from the date of issue.
Any applicable expiry date will be communicated when the credit is issued.
Store credit cannot be imposed in place of a statutory refund without the customer's agreement.
10. Returns Outside the Standard Period
If your change-of-mind cancellation request is made outside the applicable statutory cancellation period, we are not generally obliged to accept the return.
However, we may consider exceptional circumstances at our discretion.
Where we voluntarily accept a return outside statutory rights, we may offer store credit rather than a monetary refund.
Any such arrangement must be agreed before the product is returned.
Where a customer has cancelled within the statutory period but sends the goods back after the required return deadline, we will review the circumstances in accordance with applicable law.
This section does not affect statutory rights relating to faulty goods.
11. How to Request a Return
To request a return, please contact:
Please include your order number and details of the items you wish to return.
We'll provide return instructions and the appropriate return address.
For statutory cancellations, you may also notify us through any other clear statement communicating your decision to cancel.
Please do not send products back without checking the correct return address.
Where statutory cancellation rights apply, your cancellation is not dependent on receiving our approval.
12. Your Statutory Consumer Rights
Nothing in this policy excludes, restricts or affects your statutory consumer rights.
Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.
Where products do not meet these requirements, you may be entitled to a refund, repair, replacement or other remedy.
Statutory consumer cancellation rights apply to qualifying consumer purchases.
Purchases made wholly or mainly for business purposes may be subject to different legal rights.
Contact Us
For any questions regarding returns, refunds or product concerns, please contact:
Love And Lashes
Email: team@LoveAndLashes.co.uk
We're always happy to help resolve genuine concerns and want every customer to feel confident choosing Love And Lashes.
Optional Cancellation Form
You may use this form to notify us that you wish to cancel a qualifying purchase, although you are not required to use it.
To: Love And Lashes
Email: team@LoveAndLashes.co.uk
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number:
Products:
Ordered on:
Received on:
Customer name:
Customer address:
Date: