Refund policy

Return & Refund Policy

We take pride in providing high-quality eyelash extension products to our customers and ensure every item is carefully checked before dispatch.

Change of Mind / Hygiene Policy

Due to strict hygiene and safety standards, we are unable to accept returns or exchanges on any eyelash extension products, lash trays, adhesives, or other lash-related items once they have been opened or used. This is to protect the safety and hygiene of all customers and maintain product integrity.

We do not offer refunds or exchanges for change of mind, incorrect choice, or if the product is no longer required.

Faulty or Damaged Products

We will happily offer a replacement or refund if an item is deemed faulty, damaged in transit, or not as described.

To be eligible for a return due to fault, you must:

  • Contact us within 7 days of receiving your order
  • Provide your order number and clear photo or video evidence of the fault or damage
  • Ensure the item has not been used or altered

Once your claim is reviewed and approved, we will offer either a replacement, store credit, or refund depending on the situation.

Return Process

To lodge a return request, please contact our customer service team via email viplashes@viplashes.com.au or our website contact form with your order details and supporting evidence. Approved returns will be processed in accordance with Australian Consumer Law.

Shipping Costs

Shipping costs are non-refundable. If a return is approved due to a faulty item, return postage costs may be covered or reimbursed where applicable.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Late or missing refunds (if applicable)
All orders placed by 2.00pm AEST will be shipped out same day Mon-Fri.  Australia Post offers 1-2 Business Days on shipping to capital cities.  Please keep in mind it is out of our control once your order has been shipped and we are not responsible for lost or stolen items.  We will however be here to help if possible.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.