Refund policy

Last updated: June 2026

At Lash Originals, we are committed to providing high-quality products and excellent customer service. Please read our Return & Refund Policy carefully before making a purchase.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement, refund, or compensation where required by law if a product is faulty, damaged, unsafe, or significantly different from its description.

Change of Mind Returns

Due to hygiene and safety reasons, we do not accept returns or offer refunds for opened, used, or tested cosmetic products, including eyelash serums, eyebrow serums, scalp serums, and other personal care products.

If you change your mind, unopened and unused products in their original sealed packaging may be eligible for return within 14 days of delivery.

To qualify for a change-of-mind return:

  • The product must be unopened, unused, and in its original packaging.
  • The product must be in resalable condition.
  • Proof of purchase must be provided.
  • The return request must be submitted within 14 days of delivery.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Damaged, Faulty, or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and packaging

Once reviewed, we may offer a replacement, store credit, or refund in accordance with Australian Consumer Law.

Allergic Reactions & Skin Sensitivity

As individual skin types and sensitivities vary, we cannot guarantee compatibility with every user.

If you experience an unexpected reaction, please discontinue use immediately and contact us within 7 days of becoming aware of the issue. Each case will be assessed individually, and we may request photographs or additional information to assist with our review.

Refund Processing

Approved refunds will be issued to the original payment method used during checkout.

Please allow 5–10 business days for the refund to appear in your account after approval, depending on your financial institution.

Non-Returnable Items

  • Opened or used cosmetic products
  • Products without original packaging
  • Gift cards
  • Promotional or clearance items marked as Final Sale
  • Products damaged due to misuse, neglect, or improper storage

How to Request a Return

To initiate a return request, please contact our customer support team and include your order number along with details of your request.

Contact Us

If you have any questions regarding this policy, please contact our support team:

Contact Us