Returns & Refunds Policy
Last updated: 14 October 2026
We want you to love your Lashado products. This policy explains when you can return an item and how we handle refunds, repairs and replacements. It applies to purchases made through lashado.com.au.
Your rights under Australian law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Faulty, damaged or incorrect items
Contact us if your order arrives damaged, leaks, is missing items, is not what you ordered, or is faulty or not as described.
Email kj@lashado.com.au within 7 days of delivery for transit damage or wrong items, and as soon as you notice a fault for any other problem.
Include your order number and clear photos of the product, the packaging and the shipping label.
We will offer a repair, replacement or refund, as required by the Australian Consumer Law, and we cover the return postage for faulty or incorrect items.
Change of mind
Because Clear Lash Elixir is applied near the eyes, we cannot accept returns of opened or used products for change of mind, for hygiene and safety reasons.
Unopened items in their original sealed packaging may be returned for a refund or store credit within 7 days of delivery if you simply change your mind. You pay the return postage, and we recommend using a tracked service because we cannot take responsibility for parcels lost on the way back to us.
Allergic or adverse reactions
Perform a patch test before first use. If you experience irritation, redness, swelling or any reaction, stop using the product immediately and seek medical advice if symptoms continue. Then email us with your order number so we can look into it and, where appropriate, arrange a refund or replacement.
How to return an item
Email kj@lashado.com.au with your order number and the reason for the return.
Wait for our reply with return instructions and the return address. Please do not send items back before we confirm.
Pack the item securely with the original packaging and send it to the address we provide.
Refunds
Once we receive and inspect your return, we will email you to confirm the outcome.
Approved refunds go back to your original payment method within 5-10 business days. Your bank or card provider may take extra time to show the credit.
Original shipping costs are refunded only where the return is for a major failure, a faulty item or our error.
Exchanges and cancelled orders
If you would like to swap an unopened item, contact us and we will arrange it where stock is available. To cancel an order, email us as soon as possible. We can cancel it only if it has not yet been dispatched.
Sale items and gift cards
Items purchased on sale are covered by the same consumer guarantees. Gift cards are non-refundable and cannot be exchanged for cash.
Contact us
Lashado Lash & Brow Studio, trading under Amar Siempre PTY LTD · kj@lashado.com.au · Phone 0420 505 624