Refund policy

Returns and Refund Policy

We want you to love what you ordered. If something’s not right, we’re here to help.

At AELA Lash, we take product quality, hygiene and your shopping experience seriously. Please read our returns and refund policy before making a purchase.

Returns and exchanges

The basics

You can return or exchange eligible items within 14 days of delivery, provided they are:

• Unused, unopened and in their original sealed packaging.

• In their original condition, with all packaging and accessories included.

• Purchased directly from AELA Lash.

• Not marked as final sale.

For hygiene and safety reasons, we cannot accept change of mind returns or exchanges for lashes, adhesives, removers or other beauty products that have been opened, used or had their hygiene seals broken.

Please check your order carefully before opening any packaging.

Every returned item is inspected before a refund or exchange is approved.

Final sale items cannot be returned or exchanged for change of mind. These items will be clearly identified at the time of purchase.

These conditions apply to voluntary change of mind returns and do not affect your rights under Australian Consumer Law.

How to start a return or exchange

Email hello@aelalash.com within 14 days of delivery with:

• Your order number, found in your confirmation email.

• The item you wish to return or exchange.

• The reason for your request.

Our team will review your request and provide return instructions and the appropriate return address.

Please do not send products back without contacting us first. We want to make sure your return reaches the right place and is processed correctly.

Once your return is authorised, please send the item back within 14 days of receiving our instructions.

Exchanges

Changed your mind about your lash style? We understand.

We're happy to exchange eligible, unopened products, subject to stock availability.

Once your original item has been received and inspected, we'll arrange your exchange.

If your preferred item is unavailable, you can choose a refund for your eligible change of mind return or join our waitlist for the next restock.

Customers are responsible for return postage and any applicable shipping charges for change of mind exchanges.

Products must meet our return eligibility requirements.

Return shipping

For change of mind returns and exchanges, return postage is the customer's responsibility.

We strongly recommend using a tracked postage service and retaining your proof of postage.

AELA Lash is not responsible for change of mind return parcels lost or damaged in transit before they are received by us.

Original shipping charges are non-refundable for change of mind returns.

If your product is confirmed to have a problem covered by Australian Consumer Law, we will reimburse reasonable return postage costs where required by law.

Please retain your postage receipt.

Change of mind after ordering

Our team works quickly to prepare and dispatch your order.

Once an order has been processed or dispatched, we may be unable to cancel, amend or change it.

If you need to make a change, email hello@aelalash.com as soon as possible with your order number.

We'll do our best to assist, but changes cannot be guaranteed once processing has begun.

If your order has already been dispatched, our standard return conditions will apply to change of mind requests.

International returns

At this stage, we do not offer change of mind returns or exchanges for international orders.

If your international order arrives damaged, faulty or otherwise fails to meet applicable consumer guarantees, please contact hello@aelalash.com with your order number, a description of the issue and supporting photographs where available.

We'll review your request and arrange an appropriate remedy where required by applicable consumer protection laws.

Refunds

Once your eligible return has been received and inspected, we will notify you of the outcome.

Approved change of mind refunds will be processed within 10 business days of receiving and approving your return.

Refunds will be issued to the original payment method used at checkout.

Please allow additional time for your bank or payment provider to process and display the refund.

Refunds for products that fail to meet consumer guarantees will be provided in accordance with Australian Consumer Law, including where a refund is the customer's legal entitlement.

Afterpay, Klarna and other Buy Now, Pay Later payments

If you purchased using Afterpay, Klarna or another Buy Now, Pay Later provider, your refund will be processed through the original payment provider in accordance with its applicable refund procedures.

Any refund will comply with Australian Consumer Law. AELA Lash will not deduct its merchant processing fees from refunds required by law.

Faulty products

AELA Lash products are designed to deliver beautiful, effortless results when applied and cared for correctly.

Our pre-bonded cluster lashes are designed to last up to 7 days with proper preparation, application and aftercare.

Actual wear time varies depending on individual factors, including natural lash condition, skin type, oil production, lifestyle, application technique and daily care.

While many customers may enjoy extended wear, an exact number of days cannot be guaranteed for every application.

If you believe your product is faulty:

• Contact hello@aelalash.com as soon as reasonably possible after noticing the issue.

• Stop using the product if something appears wrong.

• We recommend testing one set initially. If you notice an issue, discontinue use and retain the remaining product and packaging where possible.

• Provide your order number and a clear description of the issue.

• Include photographs or videos where available to help us assess your concerns.

Application and preparation

For the best possible adhesion and wear, ensure your natural lashes are:

• Completely clean and dry.

• Free from makeup, mascara, skincare products and excess natural oils.

• Free from SPF, sunscreen, eye cream, lash serum and oily residue.

• Free from any remaining adhesive or residue from previous lash applications.

Proper preparation is important, as oils, moisture and product residue can significantly affect adhesion and longevity.

Our team may ask about your preparation routine, application technique and the number of clusters used to better understand the issue.

What is considered a fault?

Each claim is reviewed individually.

Products that fail to meet applicable consumer guarantees, including those that are defective, unsafe, not of acceptable quality or not as described, may qualify for a repair, replacement, refund or other remedy under Australian Consumer Law.

Incorrect application, improper storage, misuse, failure to follow product instructions or simply not liking the appearance of the product do not, by themselves, entitle a customer to a refund.

However, these circumstances do not exclude any separate rights a customer may have under Australian Consumer Law.

A product does not need to be completely unused, unopened or in its original packaging to qualify for a remedy under consumer guarantees.

If a major failure occurs, you may be entitled to choose a refund or replacement. For a minor failure, AELA Lash may provide an appropriate remedy in accordance with Australian Consumer Law.

If a product is confirmed to have a problem covered by consumer guarantees, reasonable return costs will be reimbursed where required by law. In some circumstances, we may arrange a remedy without requiring the product to be returned.

Reactions and sensitivities

Your comfort and safety matter to us.

Although AELA Lash products are designed with care, individual sensitivities and allergic reactions can occur, even with products intended for sensitive eyes.

Everyone's skin and eye sensitivity is different.

If you experience irritation, discomfort or an adverse reaction:

1. Stop using the product immediately.

2. Carefully discontinue application and removal in accordance with the product instructions, where safe to do so.

3. Seek medical advice if symptoms persist, worsen or cause concern. For serious symptoms, seek urgent medical assistance.

4. Email hello@aelalash.com with your order number, a description of the reaction and photographs of the product or affected area, where you're comfortable sharing them.

We will review your concerns individually and may request further information to understand what occurred.

An individual allergic reaction does not automatically mean a product is faulty. However, if the product fails to meet applicable consumer guarantees, including relevant safety requirements, we will provide the remedy required by law.

For hygiene reasons, we do not accept ordinary change of mind returns of opened or used products.

These hygiene restrictions do not limit your statutory rights in relation to faulty or unsafe products.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

Where a product has a major failure, you are entitled to choose a refund or replacement in accordance with the law. Where a product has a minor failure, we are entitled to provide an appropriate remedy within a reasonable time.

Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law or any other applicable consumer protection legislation.

Our 14 day change of mind return period does not limit the period during which you may be entitled to a remedy for a product that fails to meet consumer guarantees.