Refund policy
Thank you for purchasing our brand of eyelash products. To ensure your satisfaction with our products and services, we have established the following return and refund policy.
Return or Exchange Conditions
We accept returns or exchanges under the following conditions:
The product is unused, in its original packaging, and returned within 7 days of receipt.
The product has quality issues, such as damage or defects.
Return or Exchange Process
For unused products in original packaging returned within 7 days of receipt
Please follow these steps:
1) Contact our customer service team within 7 days of receipt, providing your order number and reason for return.
3) Return the product along with its original packaging, and keep the return shipping information for reference.
4) Once we receive and verify that the returned product meets the return conditions, we will process your refund or exchange request.
For products with quality issues, such as damage or defects
Please follow these steps:
1) Contact our customer service team within 7 days of receipt, providing clear photos or videos showing the problem and a detailed description of the issue.
2) The customer service team will review the information provided and promptly process your refund or exchange request.
Refund Policy
Upon receipt and inspection of your returned product or the images/videos of the defective product, if the return conditions are met, we will process the refund as follows:
* The refund will be issued to your original payment account. The exact time frame for receiving the refund may vary depending on your payment method.
* If the refund is due to personal reasons, the refund amount will include the product purchase price but exclude the original shipping fee and return shipping fee.
* If the refund is due to product quality issues, the refund amount will include the product purchase price and the original shipping fee.
Exchange Policy
If you need an exchange, please indicate this when contacting our customer service team. We will arrange the exchange based on stock availability and inform you of the specific steps for the exchange process.
Special Notes
* Each order is entitled to only one after-sales service privilege.
* All returns and exchanges must be requested within 7 days of receiving the product. Requests beyond this period will not be accepted.
* Any product returned for personal reasons (e.g., dislike, incorrect purchase) must be in its original packaging and unused, otherwise, the return will not be accepted.
Contact Us
If you have any questions or need assistance, please contact us via:
* Customer Service Email: support@luvilash.com
* Customer Service Hours: Monday to Friday, 9:00 AM - 6:00 PM
Thank you for your understanding and support!