Refunds & Returns Policy — Latch & Lash

Last updated: 31 August 2025
Contact: latchandlash@gmail.com 

This policy applies to purchases made on our website. It does not limit any rights you have under the Australian Consumer Law (ACL).

1) Change-of-mind returns

•We accept change-of-mind returns within 30 days of delivery.

•Items must be unused, unworn, and in their original packaging with all hygiene seals intact.

•Once opened or tried on, lash products can’t be returned for hygiene reasons.

2) Non-returnable items

For health & safety, the following can’t be returned unless they’re faulty:

•Opened/used eyelashes, lash tools that contact the eye area

•Opened liners/adhesives

•Gift cards and final-sale items (clearly marked)

3) Faulty, damaged or incorrect items (ACL)

If your item is faulty, damaged on arrival, or not as described, email us ASAP at latchandlash@gmail.com with your order number and photos.

•If there’s a major failure, you can choose a refund or replacement.

•For minor issues, we’ll repair, replace, or refund as appropriate.

•We cover return shipping for approved faulty/incorrect items.

4) How to start a return

1. Email latchandlash@gmail.com with:

•Order number

•Item(s) you’d like to return

•Reason for return + clear photos (if defective/damaged)

1. We’ll reply with approval and a Return Authorisation (RA) + instructions.

2. Pack items securely; use a trackable service. (We’re not responsible for parcels lost in transit.)

5) Refunds

•Once your return is received and inspected, we’ll notify you of approval.

•Approved refunds are issued to your original payment method.

•Processing time: allow 3–10 business days for your bank to post the refund.

•Original shipping fees are non-refundable (except where required by law or for incorrect/faulty items).

6) Exchanges

•Want a different style? Start a return (as above) and place a new order. For faulty items, we can process a direct replacement once approved.

7) Bundles & sets

•For bundles, items must be returned complete and unused to be eligible for a change-of-mind refund. For faulty components, we’ll replace/repair the affected item(s).

8) Order changes & cancellations

•We process orders quickly. If you need to change or cancel, email latchandlash@gmail.com immediately—if the order hasn’t shipped, we’ll do our best to help.

9) Shipping costs

•Change-of-mind returns: customer pays return postage.

•Faulty/incorrect items: we’ll provide a prepaid label or reimburse reasonable return postage once approved.

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Questions? We’re here to help at latchandlash@gmail.com