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Returns


PRODUCT RETURN POLICY Prolong Lash™ endeavours to always ship products of the highest quality. Due to sanitary and health regulations, Prolong Lash™ is unable to accept returns on any opened packages. Furthermore, we cannot accept returns on Prolong Lash Cleanser Concentrate, Foaming Pump Cleanser or adhesives (glues). With this in mind, please ensure that you carefully select your products before making the purchase. Change of Mind Policy For any purchases made (with the exception of Prolong Lash Cleanser Concentrate, Foaming Pump Cleanser or adhesives) Prolong Lash™ will honour all return requests given that the request is made within 7-days of receiving the product. The product must also remain in its pre-purchased condition and cannot be used or tampered with. The purchaser is responsible to cover return shipping costs. A refund or store credit will be made out to the value of the product only (shipping will not be refunded for change of mind returns). Refund requests made outside of the 7-day period will unfortunately not be honoured. Please be careful in ensuring the returned item is packaged securely as we will not accept items that are damaged in transit for return. Defective Products Policy In the unlikely event that the product you’ve received is faulty or defective, you should contact a Prolong Lash™ representative within 24 hours of receiving the product. This can be done by emailing info@prolonglash.com.au. One of our administration representatives will request a description of the issue and may ask for a photo of the faulty product to be sent through. The staff representative will then determine whether or not the product is defective. If the product is deemed to be defective, you will be issued with a return authorisation number, and be required to return the item via express post. Upon receiving the defective item, your purchase will either be replaced, credited or refunded. The cost of the return express postage will be refunded back into the account used to make the purchase. Please send returns to: Which address do we use here?