Refund policy
Return & Refund Policy
At The Lash Factorie, we want you to love your lashes. If something isn't right, we're here to help.
Returns
We offer a 7-day return policy, which means you have 7 days from the date of receiving your order to request a return.
To be eligible for a return, items must be:
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Unused and unworn
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In their original packaging
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In resalable condition
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Accompanied by proof of purchase
To request a return, please contact us at thefactoriestudio@gmail.com or via WhatsApp. Return instructions and the return address will be provided upon approval.
Items returned without prior approval will not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive a damaged, defective, or incorrect item, you must notify us within 48 hours of the parcel being marked as delivered. Please provide your order number along with clear photos or videos of the item and packaging for verification.
Claims submitted after 48 hours may not be eligible for replacement, refund, or store credit.
Non-Returnable Items
Due to hygiene and safety reasons, we do not accept returns or exchanges for:
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Opened or used lashes
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Opened beauty products
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Gift cards
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Sale, promotional, clearance, or discounted items
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Personalised or custom-made products
For hygiene reasons, lashes that have been opened, tried on, worn, or removed from their original packaging are strictly non-returnable.
Exchanges
We currently do not offer direct exchanges.
If your return is approved, you may place a new order for your preferred item after the return process has been completed.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, refunds will be processed to your original payment method within 10 business days. Processing times may vary depending on your payment provider or financial institution.
Need Help?
Questions about returns, refunds, or your order?
We're always happy to help. 💕