Refund policy
We have a 30-day return policy, which means you have 30 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, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@customlashextensions.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@customlashextensions.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on 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 for your bank or credit card company to process and post the refund too.
Lost or Stolen Packages
Renee Owen Custom Lash Extensions is not responsible for lost or stolen packages. Once the package has left our hands and has been given to the shipping company – it is unfortunately out of our hands.
Please track your package and try to be as available as possible when your order is supposed to arrive, and ensure you are having it delivered to a trusted location. Once you have received your shipping confirmation, NZ Couriers will have the most current information regarding your package. Please call NZ Couriers if you believe your package has been Lost or Stolen, and they can open a claim for you.
Training
All training courses are Non Refundable, including the deposit payment. Should you need to transfer to another date, a minimum of 1 weeks notice is required, and a $250 fee will be applied. Training Courses are not to be transferred to another person.
No Showing for your training will forfeit your spot, as well as your deposit of 50%. To re enrol in a course after a No Show you will be required to pay full price upon application.
Cancelling Orders
Any order can be cancelled at anytime without penalty until it has been packed/fulfilled. If the item has been packed or fulfilled there will be a 15% restocking fee taken off of the refunded amount.
Once an order has been shipped out – it cannot be cancelled.
Product Availability
In the rare instance that an item becomes out of stock after your order has been submitted, we will ship the rest of the items in your order and refund you for the out of stock item. You will always be notified about a refund via email and payment will be back on your card within 2-5 business days (depending on your payment method)