Refund policy
Refunds/Returns/Exchanges
Due to hygiene and safety reasons, the following items are not eligible for return, exchange or refund for change of mind, even if they appear unopened or unused:
- Lash Trays
- Adhesives
- Liquids (incl. primers, bonders, cleansers and removers)
- Disposables (incl. tapes, spoolies, microswabs)
If you placed an order for one of these items and selected the wrong curl/length etc please email us immediately at hello@lashculture.com.au and if your order has not yet been shipped we will switch out the product for you.
These items cannot be restocked or resold once they leave our premises.
The following items may be returned provided they are unused, unopened and in their original packaging:
- Tweezers
Note: the order must be returned within 7 days of delivery. Shipping costs are non refundable and are the responsibility of the customer for returns and exchanges unless the product is faulty.
This policy does not affect your rights under the Australian Consumer Law. If a product is faulty or damaged you may be entitled to a replacement or refund in accordance with the ACL.
Damaged Products
Please inspect your order upon reception and contact us at hello@lashculture.com.au within 5 days of delivery if you believe an item is defective, damaged or if you received the wrong item.
Please include your order number and clear photos or video evidence of the issue so we can assess it promptly and make it right.
Sale items follow the same policy unless otherwise stated.
Online and In Person Training
All sales are final and non refundable.
International Duties
We do not issue refunds on returned parcels due to unpaid duties.
EU Customers — Right of Withdrawal (14-Day Cooling-Off Period)
If you are located in the European Union, you have the right to withdraw from your order within 14 days of receiving the last item in your order, without giving any reason. This window is extended if it ends on a weekend or public holiday.
How to start a withdrawal request
You can initiate a return or cancellation through your Lash Culture account at https://account.lashculture.com.au. For unfulfilled orders, you may cancel directly from your order page. For fulfilled orders, you may submit a return request.
Returning items
Once you have notified us of your withdrawal, you must return the items within 14 days. Return shipping costs are your responsibility unless we have stated otherwise.
Refunds
We will process your refund within 14 days of receiving the returned items (or proof of return, whichever is earlier). Your refund will include the standard outbound shipping cost — if you selected a premium delivery option, only the standard rate will be refunded. Refunds will be issued to your original payment method.
Exemptions
The right of withdrawal does not apply to sealed goods that are not suitable for return due to health or hygiene reasons, where the seal has been broken after delivery. This includes adhesives, liquids and lash trays.