RETURNS AND REFUND POLICY
For hygiene reasons, SB Lash Store Pty Ltd cannot offer refunds or exchanges for change of mind. Since all lashes are applied to the eyes, we do not accept returns or exchanges unless the product is defective. Once your order has been dispatched, the sale is considered final, except in cases of faulty or damaged items.

MISSING PARCELS
If your parcel is missing after delivery, we are not responsible for this issue. We recommend reaching out to your local Post Office for proof of delivery.

If your parcel has not been delivered/missing before delivery. Please first contact Australia Post. They will provide you with an enquiry/case number. Then please email us at sandiibehnan@gmail.com and provide us with the enquiry/case number. We will then contact Aus Post and provide them with the appropriate paperwork to apply for a refund if the parcel has been deemed lost. 

 DAMAGED OR FAULTY ITEM
We encourage you to examine your order as soon as it arrives. If you find that the item is defective, damaged, or incorrect, please reach out to us right away so we can assess the situation and resolve it. This should be done within 3 days of receiving your package. Kindly email us at sandiibehnan@gmail.com with the following details:
Subject: Damaged/Faulty Goods - Invoice #00000
- A description of the damaged or faulty item
- A photo of the product highlighting the damage or fault
- Original packaging may be required upon request.

REFUNDS ON DAMAGED/ FAULTY ITEM

Upon receiving your request, we will assess it through a photo inspection to determine if it is faulty, or we may ask you to send the item(s) for a more detailed evaluation. After we receive the items, we will conduct an inspection and inform you whether your request for a refund or replacement has been approved. If a refund is granted, it will be processed within three business days and returned to the original payment method. For replacements, the items will be dispatched from our warehouse within 2-3 business days.

Please be aware that our lashes are crafted by hand. Therefore, slight variations may occur. These handmade characteristics do not indicate that the item is damaged or defective.

 

CANCELING A TRANSACTION

To cancel your order, a restocking fee of 30% will be charged. Kindly send an email to sandiibehnan@gmail.com with the subject line: Cancel/Change Order #00000. Please ensure that your email is sent promptly, as we do not process cancellations due to a change of mind. If your order has already been picked, packed, and the postage paid, cancellation will not be possible. For any inquiries regarding returns, feel free to reach out to us at sandiibehnan@gmail.com. Please note that we are unable to accept returns on sale items or gift cards.