Refund Policy

Returns

At Lash Pro NZ, we stand by the quality of our products. Please review our return policy:

• Quality Guarantee: If you're dissatisfied with any item, contact us immediately for resolution.
• Change-of-Mind Returns: We are not obligated to accept returns due to change of mind. Please select carefully or contact us before ordering if you have questions.
  
• Hygiene-Restricted Items: Lash trays, tweezers, adhesives, creams and liquids/removers cannot be returned due to hygiene concerns and product integrity.
• Order Discrepancies: Check your order after you receive it. Report any issues within 7 days of dispatch by contacting us. We will then send the correct item and will include a prepaid return shipping label to return the incorrect item at our expense.
• Incorrect Items: Do not open or use incorrectly ordered or shipped items if you wish to exchange for the correct product.
• Product Defects: Report any product issues via email within 7 days. Lash Pro NZ will determine whether to replace or refund.
  

Refunds

Refunds may be issued at our discretion.

Change-of-mind refunds may incur a 7% restocking fee for orders paid by Afterpay or Zip.

In order to qualify for a refund the item must be unused, in original packaging and in the same condition you received it.

The buyer is responsible for any return shipping costs.

Refund provided will be for the value of original sale price of the returned items only and any shipping costs will be forfeit.

For our return postal address, please contact us.

Please ensure items are packed securely to avoid damage during shipping as we will not accept damaged items for return.

Select a postage option that includes tracking to ensure your items are not lost in transit.

Once we have received and verified that the returned items are in acceptable condition, you will receive an email notification about your refund. Please allow a few days for your bank or credit card company to process the refund. If you have not received your refund within 3-4 business days after our notification, please contact us.

Order Cancellation

If you inform us via email that you wish to cancel your order and it has not already shipped, we will provide a full refund less the following merchant fees:

• Afterpay 7%
  
• Zip 7%
• Debit / Credit Card 3%

Defective Items

If your item arrives damaged or not as described, please contact us as soon as possible and we'll organise either a replacement or a full refund.

We may require the item to be returned before a refund or replacement is issued.

Once we have received the item(s) please allow up to 5 business days for us to inspect it. Once the inspection is complete we will contact you and provide a refund or replacement.

Refunds for Orders Lost During Shipping

If you have not received your order within 5 working days, you need to contact us as soon as possible. We ship orders around New Zealand exclusively with NZ Post.

We need to lodge an investigation with NZ Post into the missing order within 21 days of shipping the order. If you notify us of non-delivery after 21 days from shipping the order then we cannot lodge a claim with NZ Post and therefore cannot refund or replace your order.

If you have advised us to leave your parcel (e.g. in mailbox or at front door) this is at the customer's risk. If the parcel is not received or shows as delivered on the NZ Post tracking page but cannot be found we are unable to assist, refund or provide a replacement.