Refund policy

Your satisfaction is our priority, and we believe in the quality of our serums. That's why we offer a friendly, 100% money-back guarantee on all serum products for your first purchase. This allows you to test our serums to see if they are the right fit for you.

To participate in our guarantee program, kindly follow these easy steps:

1. When your serum arrives, snap a photo with a date stamp of your lashes or brows before application—make sure they're free from makeup. Email this photo right away to our Customer Success team at hello@lashluxury.ca.

2. Use the serum consistently for 12 weeks. Then, take another photo of your lashes/brows with a date stamp, along with the used serum container.

3. Email both sets of photos to our Customer Success team, including your order number or the email you used to make the purchase.

4. Our friendly team will examine your progress and contact you within 72 business hours.

5. If your experience qualifies, we'll happily process a refund to your original payment method.

Please remember:
- The guarantee applies to your first-time purchase of any serum product.
- Ensure you send us the initial date-stamped photo after receiving the serum to be eligible.
- Any approved refunds can be issued exclusively to your original payment method.

We're here to support your journey to beautiful lashes and brows and hope you love the results as much as we do!

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges / Returns
We do not accept returns.

In case you have problems with your order and are eligible for a refund, we'll ask you to recycle and dispose of the products on your order.

LashLuxury is a personal-use cosmetic product, and as such we would never re-sell a returned product. For that reason, we do not accept returns.

If you have any questions please contact hello@lashluxury.ca

Refunds
We will notify you once we’ve received your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returned Products
In some occasions, we may request you to return the purchased products. These will be used exclusively for internal investigation and to improve our systems and processes. Afterwise the products will be destroyed or recycled.

Shipping Costs
Shipping costs will not be refunded.

All New Products
All products sold and shipped are brand new, and have never been used or sold to anyone else. We do not resell returned items. Any items returned are destroyed or recycled after investigation.