LashBase Returns and Order Cancellation
If a delivery has been damaged in transit, is faulty, missing products or you have received the wrong products in error, please contact us within 14 days of order receipt to arrange a replacement or a refund along with return of the faulty item by second class post. For items such as adhesive, they must first be returned for testing before any refund is made. If the product is deemed to be faulty, a full refund will be processed. In such cases, we will refund the postage cost of returning the item and any replacement will be sent with no further P&P charge. Please be aware that testing a product’s quality and receiving the results is often a 2-3 week process. If you are not available to receive your order and it is returned to us, your payment will be refunded minus any shipping charges already paid and any costs incurred in returning the package to us.
Cancellation of Orders
Except at the busiest time of the year, e.g. Christmas, orders are normally dispatched to you on the same working day of receipt by us. Once your order is placed, we begin the picking, packing and dispatching of your order immediately. This means that once you have clicked to place your order, you cannot cancel, make changes or add any extra items.
If you change your mind you can still cancel AFTER your order has been sent or after receiving the goods the following procedures apply:
When you receive your order, as per the EU Distance Selling Directive, you have a “cooling off period” of 14 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned unused, unopened and in the same condition as they were originally dispatched from LashBase. We will not accept for exchange or refund any item which has been used or is not in the exact condition in which it was dispatched by us, even if the products were sent in error.
You must contact us by phone or email to confirm which items are being returned. You will be responsible for the cost of returning the goods to us (we recommend you get Proof of Posting). There will be no refund of the cost of returning the goods. Any free gifts associated with an item must be returned at the same time. Please return them to the address at the bottom of the page along with a note of your details and the reason for return. Refunds will be made to the original charged account within 7 days of receipt of the returned goods.
If an attempt to deliver goods continues to fail through no fault of our or the couriers (you are not in or have entered the wrong address etc.) and is subsequently returned to us, we will not refund for shipping and also, the cost incurred to us for the courier returning the goods will be deducted from any refunds. If the goods are to be sent out again a shipping charge will apply.
Regulations state for orders over £42 Customers have:
14 days after item received to cancel.
14 days to return after notifying desire to cancel
14 days to receive refund after item received by seller
30 days to notify non-receipt of delivery
An entitlement to full refund including out-going shipping cost (standard shipping only even if customer paid extra for premium) Note: we offer free shipping over £36.00 so in most case this is not an issue. Customer must bare the cost of returning unwanted items but we bare the cost if faulty.
These conditions do not affect your statutory rights
LashBase Ltd. Unit 1 Stratfield Park, Elettra Avenue, Waterlooville, Hampshire PO7 7XN United Kingdom. Telephone: 02392251425