Refund policy

Return & Refund Policy

Elaine Trading Limited, trading as Elaine London Lash Lab

Last updated: 12 July 2026

Overview

We want you to be satisfied with your order. This policy explains your rights and our procedures for cancellations, returns, exchanges, faulty goods and refunds.

Nothing in this policy limits or excludes any mandatory rights you have under applicable consumer law.

UK Online Order Cancellation Rights

If you are a UK consumer who purchased from us online, you may cancel most eligible orders for any reason within 14 calendar days, beginning on the day after you, or a person nominated by you, receives the goods.

You must clearly tell us that you wish to cancel within that 14-day period. After notifying us, you must send the eligible goods back within a further 14 calendar days.

Where an order contains multiple goods delivered on different days, the cancellation period normally begins on the day after the final item is received.

Eligibility for Change-of-Mind Returns

To help us process a change-of-mind return, goods should be:

unused and unworn;
in their original packaging where reasonably possible;
complete with any accessories, instructions and protective components supplied; and
accompanied by proof of purchase, such as your order number or confirmation email.

You may inspect goods only as you reasonably could in a physical shop. We may make a reasonable deduction from a refund where the value of goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.

Hygiene-Sealed and Other Non-Cancellable Goods

For health-protection and hygiene reasons, goods that are supplied with a genuine hygiene seal and are unsuitable for return once unsealed cannot be returned for a change-of-mind refund after that seal has been broken following delivery.

This may include, where supplied with an appropriate hygiene seal:

false lashes, lash clusters and strip lashes;
lash adhesives, removers, primers and other liquid or applied products;
lash lift, lash tint and lash perm kits; and
other products clearly identified before purchase as hygiene-sensitive sealed goods.

Ordinary outer packaging is not necessarily a hygiene seal. Simply opening external packaging does not automatically remove your cancellation rights unless the legally relevant hygiene seal has also been broken.

The hygiene exception does not apply where goods are faulty, damaged, incorrect, unsafe or not as described.

Other Items That Cannot Be Returned for Change of Mind

The following cannot normally be returned for change of mind:

gift cards;
personalised or made-to-order goods, except where faulty or not as described; and
any other goods excluded from cancellation by applicable law.

Sale, clearance and promotional items are not automatically excluded from statutory cancellation or faulty-goods rights.

Faulty, Damaged, Incorrect or Misdescribed Goods

Please contact us as soon as reasonably possible if your item is faulty, damaged, incorrect, unsafe or not as described.

For UK consumers, the Consumer Rights Act 2015 may provide a short-term right to reject qualifying faulty goods within 30 days, as well as rights to repair, replacement, price reduction or final rejection in appropriate circumstances after that period.

We do not impose a 14-day limit on statutory faulty-goods claims.

Where reasonably possible, please send clear photographs and a description of the issue. This helps us investigate quickly, but photographs are not an absolute condition of your statutory rights.

Where goods are faulty, damaged, incorrect or otherwise supplied in breach of contract, we will cover reasonable return costs and provide the remedy required by law. Depending on the circumstances, this may include a refund, repair or replacement.

How to Cancel or Start a Return

your name;
your order number;
the item or items concerned; and
a clear statement that you wish to cancel or return the order.

You may also use any other clear statement that communicates your decision to cancel.

Please contact us before sending goods back so that we can provide the correct return address and instructions. Failure to obtain prior authorisation does not remove any statutory cancellation or consumer rights.

Return Shipping

For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods, provided we informed you of this before purchase.

We recommend using a tracked postal service and keeping proof of postage. You remain responsible for the goods until they are returned to us, subject to your statutory rights.

Where goods are faulty, damaged, incorrect or otherwise supplied in breach of contract, we will cover reasonable return costs.

Original Delivery Charges

Where a UK consumer validly cancels an eligible online order, we will refund the cost of our least expensive standard delivery option.

If you selected an express, premium or upgraded delivery service, we are not required to refund the additional amount above the cost of our standard delivery option unless the order was faulty, incorrect or otherwise supplied in breach of contract.

Refund Timing and Method

For an eligible cancellation, we will issue any refund due within 14 days after:

we receive the returned goods; or
you provide evidence that the goods have been sent back, if earlier.

If no goods were supplied, the refund will be made within 14 days of your cancellation.

Refunds will normally be made to the original payment method unless otherwise agreed. Once we issue the refund, your bank, card provider or payment service may take additional time to display it.

We may withhold the refund until we receive the goods back or you provide evidence of return, whichever occurs first, where permitted by law.

Exchanges

We do not currently offer direct change-of-mind exchanges. You may return an eligible item for a refund and place a new order.

Where an item is faulty, damaged or incorrect, we may offer a replacement where appropriate and in accordance with your legal rights.

Bundles, Sets and Promotional Offers

If a product was sold as part of a bundle, set or promotional offer, the refund amount may be adjusted to reflect the value of any items you keep, provided this is consistent with applicable law and the terms of the promotion.

Hygiene restrictions apply separately to each sealed hygiene-sensitive item within a bundle.

International Customers

Customers outside the UK may have mandatory consumer rights under the laws of the country in which they live. Where those rights provide greater protection, this policy does not restrict them.

For change-of-mind returns from outside the UK, you are responsible for return shipping and any customs duties, taxes or import charges unless applicable law requires otherwise or the return is due to our breach.

Please clearly mark international return parcels as returned goods where appropriate. We are not responsible for charges caused by an incorrectly completed customs declaration.

Late or Missing Refunds

If we have confirmed that a refund has been issued but it is not showing:

Check your bank or payment account again.
Contact your card issuer or payment provider.
Contact us at elaine.londonlashlab@hotmail.com if the issue remains unresolved.

Elaine Trading Limited, trading as Elaine London Lash Lab

Email: elaine.londonlashlab@hotmail.com

Phone: +44 7579 779743

Address: 1 Park Drive, London, E14 9GG, United Kingdom

This policy should be read together with our Terms of Service, Shipping Policy and Privacy Policy.