Refund policy
At DIY LASH, we aim to ensure a positive shopping experience for all customers.
If you experience any issue with your order, please contact us at:
1. Eligibility for Refunds
A refund may be issued if:
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You received the wrong item
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Your item arrived damaged
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Your item arrived defective
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The product is significantly different from its description
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Your return is approved under our Return Policy
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A refund is required under applicable law
2. Hygiene Policy
Due to the nature of lash and eye-area products, opened or used items generally cannot be returned or refunded for hygiene and safety reasons.
This does not apply to items that are defective, damaged, incorrect, or otherwise protected under applicable law.
3. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery.
Include the following:
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Order number
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Full name
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Description of the issue
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Clear photos of the product
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Photos of the packaging (if applicable)
After review, we may offer a refund, replacement, or another appropriate resolution.
4. Refund Processing
Once approved, refunds will be issued to the original payment method.
Processing times may vary depending on your payment provider.
5. Non-Refundable Situations
Unless required by law, refunds may not be granted for:
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Used items
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Opened items without defects
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Damage caused by misuse after delivery
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Unauthorized returns
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Orders delivered to an incorrect address provided by the customer
6. Shipping Costs
Original shipping fees are generally non-refundable, except where required by law or if the issue was caused by our error.
7. Contact
For all refund-related inquiries:
Please include your order number and a description of your issue.