Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Circumstances that we do NOT offer a refund or replacement

• We do NOT give refunds if you simply change your mind or make a wrong selection.
• We do NOT offer refunds on online training as all the material including booklets and videos are automatically sent once an order is placed.
• We do NOT offer refunds when the shipment was sent back to us due to failure from the recipients. For more info, please email us at info@leonlashes.com
• We do NOT offer refunds on products that are in a used condition.
• We do NOT offer refunds on products if you are not getting the results you are expecting.
• We do NOT offer refunds on products purchased with a stockist that is not Leon Lashes.
• We do NOT offer refunds on parcels that have been marked authority to leave, with signature release.
• We do NOT offer refunds on parcels that have been declared a successful delivery through DHL investigation.

To start a return, you can contact us here: Contact Form If your return is accepted, we’ll send you where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Shipping Insurance Refund Policy

If the 'shipping insurance' option is selected, we will initiate an investigation with DHL in the event of a lost, stolen, or damaged package. Upon confirmation from DHL of the loss, theft, or damage, a refund will be issued. Refunds cannot be processed prior to receiving confirmation from the shipping carrier.

If the shipping carrier confirms that the package was delivered correctly and there is no evidence of theft or damage, and you cannot provide proof to the contrary, a refund may not be available in accordance with our legal policy.

For legal reasons and in accordance with our legal policy, this procedure is necessary to ensure proper verification and compliance with shipping and insurance regulations. This policy ensures fairness and transparency in our business operations and adheres to legal standards.

Damages and issues

Please inspect your order immediately upon receipt. If you find that an item is defective, damaged, or incorrect, we kindly ask you to contact us promptly. Our standard timeframe for reporting such issues is within 30 days of receiving the products.

To maintain fairness in our business operations, we require that the item be in unused condition for evaluation. Please provide us with clear photos of the damaged or incorrect item. Once we confirm the damage or error, we will offer either a replacement or a refund, as per your preference.

Faulty Item issues

If you suspect a fault with your item, please inform us within 30 days of receipt. Unfortunately, we cannot address issues reported beyond this timeframe. This policy ensures fairness in our business operations.

To assist in our investigation, kindly provide your order number for batch tracking. Please note, if no similar issues have been reported by other customers, it may indicate a lack of familiarity with the product rather than a product fault.

Should a product be confirmed faulty, we will provide a replacement or refund. For items within a kit or set, only the faulty item will be replaced OR will be refunded reflecting the discounted kit price, not the full kit or set.

*Please be aware that the price of individual items within the kit or set is lower than the normal individual price due to the significant discount applied to the kit. Therefore, your refund will reflect this discounted price.

Exceptions / non-returnable items

Regrettably, we are unable to accept returns for used or opened items, sale items, or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time (3-10 business days) for your bank or credit card company to process and post the refund.
If your parcel has been deemed lost on return confirmation of this from the courier will need to be provided in order to release the refund.

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