Returns & Refunds Policy

Last updated: April 2026

Product Returns

Prolong Lash™ is committed to delivering products of the highest quality.

Due to hygiene and safety standards associated with eye-area products, we do not accept returns on any opened or used items.

This includes:

• Cleanser
• Eyeliner
• Under Eye Serum
• Prolong Lash Flutterstop Jelly Pads

These standards are in place to ensure product integrity and safe use around the eye area. We recommend carefully selecting your products before completing your purchase.

Change of Mind Returns

We accept change of mind returns on eligible products within 7 days of delivery, provided that:

The item is unused, unopened, and in original packaging
Proof of purchase is provided

Please note:

Return shipping costs are the responsibility of the customer
Original shipping costs are non-refundable
Refunds or store credit will be issued for the product value only

Returns requested outside of this timeframe may not be accepted.

Faulty or Defective Products

If you believe your product is faulty, damaged, or not as described, please contact us as soon as possible.

In line with Australian Consumer Law, you may be entitled to a replacement, refund, or repair.

To assist with your claim, we may request:

A description of the issue
Photos of the product

If the product is confirmed to be faulty, we will provide return instructions and cover reasonable return shipping costs where applicable.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method. Processing times may vary depending on your payment provider.

Return Shipping

For change of mind returns:

Customers are responsible for return shipping costs
Items must be securely packaged

We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items.

Contact

For all return enquiries, please contact us: info@prolonglash.com.au