If you have tried our products and are not satisfied with them for any reason, you will receive a full refund! (*See the terms and conditions for more information). We can also exchange your order for something of the same value that suits you better. In most cases, you don't even have to send the product back to us! We only ask you to tell us the reasons and, if possible, provide photos or videos so that we know what the problem was. We want to continue improving our products, and your feedback helps us do that!
Growth Serums guarantee
If you have not achieved results after 12 weeks of consistent use in accordance with the product instructions, you may be eligible for our money-back guarantee.
How to submit your claim:
- Take a clear photo of your lashes, free of make-up or mascara, before using our Lash Serum or Fusion Mascara (camera roll dated proof required).
- Take a photo of your lashes after 12 weeks of use, along with a photo of the product used (camera roll proof required).
- Email our customer service team at hey@lash-ease.com or use the contact form at the bottom of this page, attaching the above photos.
- Your request will be processed within 3–5 days of submission.
Please note: Photos must have a valid date and time stamp and must be camera roll screenshots. Both before and after photos must be free of make-up or mascara. Money-back guarantee requests must be submitted within 4 months of receiving the product. Claims that do not meet these criteria will not be approved.
We reserve the right to reject a refund request if we are not satisfied, acting reasonably, with the supporting evidence provided.
We do not offer a money-back guarantee on allergic reactions. As with any cosmetic product, some users may be sensitive or allergic to one or more ingredients. If you have sensitive skin, please consult your dermatologist before making a purchase.
*Guarantee terms & conditions.
- The refund request must be submitted within 30 days of receiving the product. Requests submitted after this period are not eligible for a refund under this policy.
- This policy applies only to our cosmetic products. Accessories and tools are not covered by this offer. These items are covered by our standard 30-day money-back guarantee, calculated from the date of receiving.
- This guarantee does not apply to bundles or multipacks. It is intended to help you try our products without worry, please do not purchase more than one of the same product if you wish to test it.
- This is a one-time offer for customers trying our products for the first time. It does not apply to customers who reorder the same product.
- Refunds will be made using the original payment method used for the purchase. It may take up to 14 days from the date your refund request is accepted by our customer service team to process the refund.
- If you used a discount or promotion with your purchase, your refund will be calculated based on the discounted price you paid, not the full base price of the product.
- If your order qualified for free shipping, but after the refund the remaining order total falls below the free shipping threshold, shipping costs will be deducted from your refund. This is due to our third-party distribution policy, as we are unable to reclaim those costs from our partners.
- Free gifts are not covered by this policy. This includes our "1+1 free" and "gift with purchase" offers.
- Abuse of this policy will result in the forfeiture of the right to a refund.
- Our standard return policy applies to non-cosmetic products (for example the eyelash curler).
Have a question or ready to submit a claim? Contact us at hey@lash-ease.com.