Product Returns Policy

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: 

1250 South 71st Ave #900

Phoenix, AZ 85043

 

 

FDA Certification

Some purchasers who dilute Prolong Lash Cleanser Concentrate to sell to customers may need to complete FDA certification as a processor. We encourage you to review the Act and use the tools provided by the FDA to determine whether you may be required to comply by applying for certification.

If you do need to comply and certify your lash business, the FDA certification process is straightforward and affordable.

To complete your certification, you’ll need an FEI Number (Facility Establishment Identifier). This unique identifier is required for all facilities involved in processing, manufacturing, or packaging regulated products, including private label lash cleansers.

Explore FDA Certification

How to Get FDA Certified

Follow these simple steps to obtain FDA certification:

1. Check for an Existing FEI Number

Use the FEI Portal to search for your firm’s FEI number.

2. Request an FEI Number (If You Don’t Have One)

If your firm doesn’t have an FEI number, request one by emailing feiportal@fda.hhs.gov with the following details:

  • Legal business name
  • Are you an Agent (third party) representing the firm?
  • Alternate business names (DBA names, if any)
  • Physical business address
  • Mailing address
  • Primary contact person’s name and details
  • List of business activities at this location (e.g., product processing, manufacturing, packaging, etc.)
  • Any other FDA registration numbers, if applicable
  • Previous business names or addresses (if applicable)

3. Apply for FDA Certification

Once you receive your FEI Number, proceed with the certification application through the FDA portal.

Questions?

Would you like to know more about the process of FDA Certification?

Our 24-hour a day LIVE chat team are ready to answer your questions.

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OUR FDA CERTIFIED PRODUCTS

  • Private Label 100ml

    We now offer ready-made, unbranded foaming pumps, which allow you to apply your own business logo without needing FDA certification. The pump contains the same quality FDA certified Prolong Lash Cleanser as our Foaming Pumps.

    Private Label 100ml 

  • Cleanser Concentrate

    Prolong Lash Cleanser Concentrate is FDA-certified. You are allowed to dilute the concentrate with distilled water and apply your own label for use in your salon or to gift. If you intend to sell it, you may be required to apply for FDA certification as a processor.

    Cleanser Concentrate 

  • Prolong Lash Foaming Pump

    The world's most loved lash cleanser in a convenient, pre-mixed foam pump. Made with the same formula as our world-renowned cleanser concentrate. Our foaming pumps are FDA-certified and ready to sell to your customers.

    Prolong Lash Foaming Pump 

  • Private Label 60ml

    Make It Your Own!

    Our FDA-certified ready-to-use cleanser is now available in unlabelled 60ml foam pump bottles. This means you can create your own label and sell your brand
    of lash cleanser, no mixing or FDA-Certification required!

    Private Label 60ml 
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