Politique de remboursement
Lash Heaven Returns & Refund Policy
Thank you for shopping with Lash Heaven. We want you to be delighted with your purchase, and if something isn’t right, we’re here to help. Please review our return policy below, which complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. Returns and Exchanges
Return Window:
- If you experience any issues with adhesives or liquid products, please contact us within 14 days, as performance can be affected by storage and handling conditions.
Eligibility:
To be eligible for a return, items must be:
✔ Unused and in their original packaging
✔ In brand-new condition
✔ Accompanied by proof of purchase
Certain items cannot be returned or exchanged for hygiene and safety reasons, unless faulty:
🚫 Gift cards
🚫 Downloadable products
🚫 Adhesives, cleansers, and liquid products (e.g., Superbonder, Glue Stop, Removers, Accelerators)
🚫 Opened electrical items (e.g., Glamcor plugs, lamps, and cables)
2. Refunds and Consumer Rights
Faulty or Misdescribed Products
Under the Consumer Rights Act 2015:
✅ You have a 30-day right to reject a faulty or misdescribed product and receive a full refund.
✅ If a fault develops after 30 days but within six months, we will offer a repair or replacement. If these remedies are unsuccessful, you may be entitled to a refund.
Distance Selling (Online Orders)
Under the Consumer Contracts Regulations 2013:
✅ You have 14 days from receipt to cancel an order purchased online, by mail, or by telephone for any reason.
✅ After cancellation, you have another 14 days to return the goods.
✅ Refunds will be processed within 14 days of receiving the returned items.
Hygiene and Safety Considerations
For health and safety reasons, certain beauty and cosmetic products cannot be returned once opened, unless they are faulty. This policy aligns with industry standards set by retailers such as Sephora, LashBase, and London Lash.
3. How to Return an Item
1️⃣ Contact Us: Email support@lashheaven.co.uk within the return period to initiate a return.
2️⃣ Prepare Your Return: Securely package the item(s) in their original packaging, include proof of purchase, and ensure your order number and contact details are included.
3️⃣ Return Address:
Lash Heaven
116 Victoria Road
Ruislip
Middlesex, HA4 0AL
United Kingdom
4️⃣ Return Shipping Costs: Customers are responsible for return shipping costs unless the item is faulty. For high-value returns (£50+), we recommend using tracked shipping.
4. Processing Refunds
💳 If your return is approved, we will process your refund to the original payment method within 30 days.
🚚 Original shipping fees are non-refundable, unless the item is faulty.
Late or Missing Refunds
If you haven’t received your refund:
🔹 Check your bank account again.
🔹 Contact your credit card company (processing times may vary).
🔹 Contact your bank (some processing time may be needed).
If you have completed these steps and still have not received your refund, please contact us at support@lashheaven.co.uk.