Refund policy

Refund Policy

At Celestial Lash Co, we want you to love every product you receive. We understand that sometimes things don't go as planned, so we offer store credit for eligible returns, to be used online. All wrong selection returns will be issued as store credit. Items that are non-returnable or do not comply with this policy will be returned to you at your own cost.

It is the customer's responsibility to cover return shipping costs. Celestial Lash Co does not refund original shipping charges. Please ensure all returns are sent via a tracked delivery method — we are not responsible for parcels lost or damaged in transit and cannot issue credit or refunds in such cases.

1. Eligibility

If you change your mind or accidentally ordered the wrong product, you may return it within 14 days of delivery for a store credit.

To qualify:

• The item must be unused, unopened, undamaged, and in resalable condition

• The return must be lodged and sent back within 14 days of delivery

• You must provide proof of purchase (order number or receipt)

Items manually marked as defective or used will not be accepted.

Nothing in this policy removes or limits your rights under Australian Consumer Law.

2. Exchanges

Celestial Lash Co issues store credit so you can re-purchase your preferred item.

If you need your replacement urgently, we recommend placing a new order before returning your original item. Once we receive your return, your credit will be processed.

3. Refunds

Refunds are not available for change of mind or incorrect purchases.

Refunds are only issued if an item is deemed faulty or if you received the wrong product. Once eligibility is confirmed, your refund will be processed accordingly.

4. Order Cancellations / Unfulfilled Orders

If your order has not yet been fulfilled and you request to cancel, we can provide a full refund minus transaction and processing fees (e.g. Shopify Payments fee of 2.6% + $0.30 AUD).

5. Faulty or Incorrect Items

If you believe you've received a faulty, damaged, or incorrect item, please contact us within 3 days of delivery.

To assess your claim, please provide:

• Clear photos or video showing the issue (including packaging)

• A short description of the fault

• Your order number

We cannot process refunds, replacements, or credits without adequate proof of the issue.

Products that have been opened, used, or mostly/fully consumed will not be considered faulty unless a manufacturing defect is clearly visible.

If a return is approved, we may request that the item be sent back before issuing a resolution. For confirmed faulty or incorrect items, Celestial Lash Co will cover return postage costs.

6. Processing Time Frames

Once your return is received, we will inspect it within 10 business days.

Approved returns will be issued a store credit or refund as applicable.

Store credit codes will be emailed to you and are valid for 3 months.

7. AfterPay / Buy Now Pay Later

All returns made using AfterPay or similar payment services follow this same policy. Your repayment agreement with the payment provider remains active.

8. How to Make a Return

Ensure your item meets the eligibility requirements above, then contact our team at info@celestiallashco.com.au to receive your return instructions and authorisation.

International customers must:

• Include proof of purchase and order number

• Package items securely to prevent damage in transit

9. Consumer Guarantees

Under Australian Consumer Law, you may be entitled to a repair, replacement, or refund if a product is faulty, unsafe, not as described, or unfit for purpose. This does not apply to damage caused by misuse or abnormal wear.

For major failures, you can choose a refund or replacement. For minor failures, we may offer a repair, replacement, or refund.

10. Shipping and Delivery

All orders are shipped via standard post.

Delivery time within Australia is typically 1–7 business days, and up to 10 business days internationally.

Rural or remote areas may take longer.

Once a parcel is marked as delivered by the courier, Celestial Lash Co is not responsible for lost or stolen packages.

11. Sale Items and Pre-Orders

All sale items are final.

Pre-orders cannot be cancelled once processed.

If your parcel is returned due to an incorrect address, you will need to cover the reshipping cost.

Contact Us

For any questions regarding returns, refunds, or faulty items, please contact our team at:

📧 info@celestiallashco.com.au

🔄 Return Policy

We want you to love your purchase! If you need to return an item, please follow the steps below.

⏳ Return Time Frame:
You have 14 days from the date you receive your order to request a return.

📋 How to Return:

1. Contact us at celestiallashco@outlook.com with your order number and reason for return.

2. We will provide return instructions.

3. Package the item securely in its original packaging (if possible).

4. Send your parcel to:
   Celestial Lash Co
   61 Skyblue Circuit, Yarrabilba, QLD 4207, Australia

💰 Return Costs:

• If you change your mind or order the wrong item, you are responsible for the return shipping cost.

• If your item arrives faulty, damaged, or significantly different from the product shown, Celestial Lash Co will provide a prepaid return label in accordance with Klarna’s policies.

⏱ Refund Processing:
Once your return is received and inspected, your refund will be processed within 5–7 business days.