Returns & Refund Policy

Effective Date: 30/07/2026

At Prolong Lash, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, this policy explains your options for returns, refunds and defective products.

Nothing in this policy excludes, limits or restricts any rights or remedies you may have under applicable Canadian consumer protection legislation.

Change of Mind Returns

If you change your mind about your purchase, you may request a return within 7 days of receiving your order, provided that:

the product is unused;
the product remains unopened and in its original packaging;
the product is in its original, resalable condition; and
you can provide proof of purchase.

To request a change-of-mind return, please contact our Customer Care team before returning your order.

For approved change-of-mind returns:

customers are responsible for return shipping costs;
original shipping charges are non-refundable; and
refunds or store credit will be issued for the purchase price of the returned product only.

Returns requested more than 7 days after delivery may not be accepted.

Please package returned products securely. Prolong Lash is not responsible for products that are damaged or lost during return transit.

Hygiene Products

To protect the health and safety of all customers, we cannot accept change-of-mind returns for products that have been:

opened;
used;
tampered with; or
removed from their original packaging,

unless required by applicable law.

Incorrect or Damaged Orders

If your order arrives damaged, contains the wrong product, or is incomplete, please contact our Customer Care team as soon as reasonably practicable after receiving your order.

To help us resolve your request promptly, we may ask you to provide:

your order number;
photographs of the product and packaging; and
a description of the issue.
Defective Products

If you believe you have received a defective product, please contact us at info@prolonglash.com as soon as reasonably practicable after discovering the issue.

To assist with our assessment, we may request:

your order number;
a description of the issue;
photographs of the product; and
any additional information reasonably required to assess your claim.

Where appropriate, we may ask that the product be returned for inspection before determining the appropriate remedy.

If a product is confirmed to be defective, or where required by applicable Canadian consumer protection legislation, Prolong Lash will provide an appropriate remedy, which may include:

a replacement product;
an exchange;
a refund; or
another remedy required by applicable law.

Where a return is required due to a confirmed defect, Prolong Lash will reimburse reasonable return shipping costs or provide a prepaid return shipping label, where available.

Products Not Eligible for Change-of-Mind Returns

Unless required by applicable law, change-of-mind returns cannot be accepted for:

opened cosmetic products;
used products;
products that have been tampered with;
products damaged after delivery due to misuse, improper storage or use contrary to the published instructions for use;
products returned without proof of purchase; or
products returned outside the applicable change-of-mind return period.
Refund Processing

Where a refund is approved, it will generally be processed using the original payment method.

Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution or payment provider.

How to Request a Return

To request a return or report an issue with your order, please contact our Customer Care team before returning any products.

Email: info@prolonglash.com.au

Please include:

your order number;
the product name;
the reason for your request; and
photographs, where applicable.

Our Customer Care team will review your request and provide instructions on the next steps.