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Refund policy

At Lashybae, we want you to feel confident with every purchase. Our reusable, glue-free lash products are designed to make beauty routines easier, more comfortable, and more enjoyable. If for any reason you are not completely satisfied with your order, we offer a straightforward return and refund process.

This Return & Refund Policy explains the conditions, timelines, and procedures that apply when requesting a return, exchange, or refund for products purchased from Lashybae.

Return Eligibility

We accept eligible returns within 30 days of the delivery date or purchase date, depending on the method of purchase.

To qualify for a return, items should:

  • Be returned within the 30-day return window
  • Be in their original packaging whenever possible
  • Include all accessories, components, and promotional items originally provided
  • Show no signs of misuse, abuse, or intentional damage

We reserve the right to inspect all returned merchandise before approving a refund, exchange, or store credit.

Return Window

Customers may request a return within:

  • 30 days from the date of delivery for online orders

  • 30 days from the date of purchase for eligible in-store purchases

Requests submitted after the return period may not be eligible for a refund or exchange.

Return Methods

For customer convenience, Lashybae offers multiple return options.

Available return methods include:

  • Returns by mail

Customers may choose the method that is most convenient for their situation.

Beauty Product Hygiene Standards

Because our products are worn near the eyes, hygiene and customer safety are important considerations.

For health and safety reasons, certain items may not qualify for return if they have been excessively used, altered, contaminated, or returned in a condition that prevents safe resale or quality inspection.

If a product arrives defective, damaged, or incorrect, please contact us promptly so we can review the issue and provide assistance.

Return Shipping Labels

To make the return process easier, we provide return shipping labels for eligible returns.

  • Return Label Availability: Download and Print

  • Return Label Cost: Free

Customers should follow the return instructions provided by our support team to ensure proper processing.

Restocking Fees

We believe returns should be simple and transparent.

  • Restocking Fee: No Cost

Eligible returns are not subject to restocking fees.

Non-Returnable Items

Certain items may not be eligible for return, including but not limited to:

  • Products intentionally damaged after delivery

  • Products showing excessive wear beyond normal evaluation

  • Items returned outside the approved return period

  • Products missing significant components originally included with the order

  • Gift cards, promotional items, or final-sale products when identified as non-returnable at the time of purchase

Where required by applicable consumer protection laws, these limitations will be applied accordingly.

Damaged, Defective, or Incorrect Items

We take great care in preparing every order. If you receive a damaged, defective, or incorrect item, please contact us as soon as possible.

To help us resolve the issue efficiently, we may request:

  • Photographs of the product

  • Photographs of the packaging

  • Order details

  • A description of the issue

Once reviewed, we may offer a replacement, exchange, store credit, or refund depending on the circumstances.

Exchanges

If you would like a replacement item instead of a refund, please contact our customer support team.

Exchange requests are subject to:

  • Product availability

  • Return eligibility requirements

  • Inspection of the returned item

If the requested replacement is unavailable, an alternative resolution may be offered.

Refund Process

Once a returned item is received and inspected, we will notify you regarding the status of your return.

Approved refunds will be issued to the original payment method used for the purchase whenever possible.

Refund approvals are subject to:

  • Verification of the returned item

  • Compliance with this policy

  • Successful receipt of the return shipment

Refund Processing Time

After a refund has been approved, processing typically occurs within:

  • 10 business days

Depending on your financial institution or payment provider, additional time may be required before funds appear in your account.

Late or Missing Refunds

If you have not received your refund after the stated processing period, we recommend:

  • Checking your bank account

  • Contacting your credit card provider

  • Contacting your payment provider

  • Reaching out to our support team for assistance

Some financial institutions may require additional processing time before posting refunded funds.

Order Cancellations

Orders may be cancelled before they enter processing or fulfillment.

Once an order has been packed, prepared for shipment, or dispatched, cancellation requests may no longer be possible. In such cases, customers may need to follow the standard return process after receiving the order.

Return Refusals

Lashybae reserves the right to refuse returns that:

  • Do not meet the requirements of this policy

  • Contain products different from those originally purchased

  • Show evidence of misuse, abuse, or fraudulent activity

  • Violate applicable laws or regulations

Any such determination will be made after review by our returns team.

Consumer Rights

Nothing in this policy is intended to limit or exclude any rights available to consumers under applicable New Zealand consumer protection laws. Where legal rights provide greater protection than this policy, those rights will apply.

Contact Information

If you have questions regarding a return, refund, or exchange, please contact us:

Business Name: Eva Store Limited

Trading Name: Lashybae

Address: 3 Kaimoana Street, Weymouth, Auckland 2103, New Zealand

Phone: +64 212518638

Email: Info@lashybae.com