At Lashes & Lipstick, we want you to be completely satisfied with your purchase. The following Return Policy outlines how we handle returns, refunds, and exchanges for products and services. This policy applies to purchases made online or in-store within Canada (we currently ship and accept returns only within Canada). Our goal is to provide clear and fair terms that protect both our clients and our business from misuse or fraud.
Eligibility for Product Returns
To be eligible for a return, products must meet all of the following conditions:
• Timeframe: The return is initiated within 14 days of receiving your order (or within 14 days of purchase for in-store buys) . After 14 days, we unfortunately cannot offer a return or exchange (unless required by law in special cases).
• Product Condition: Items must be unopened, unused, and in their original packaging (including any seals, tags, or boxes) . We cannot accept returns on any product that has been opened, tested, used, or altered for hygiene and safety reasons . The product should be in the same condition as when you received it.
• Proof of Purchase: A valid receipt or order confirmation is required. This helps us verify the purchase date and that the item was bought from Lashes & Lipstick.
• Return Authorization: Returns must be approved by our team prior to you sending the item back. Please do not send a product back without first contacting us and receiving return authorization, as unauthorized returns may be refused .
Damaged, Defective, or Incorrect Items: If you received a product that is damaged, defective, or not what you ordered, please contact us within 14 days of delivery to report the issue . We will arrange for a return or exchange in such cases. Be sure to keep all packaging, and we may request a clear photo or video of the damage or wrong item for verification . Rest assured, if the error is on our end, we will make it right.
Inspection of Returns: All returned products are subject to inspection. If a returned item does not meet the above conditions (for example, if it’s found to be opened or used beyond acceptable testing), we reserve the right to reject the return . In such case, no refund will be issued, and the item can be sent back to you at your expense or disposed of. We appreciate your understanding that these measures are in place to protect the quality and safety of the products we sell.
Non-Returnable & Final Sale Items
Certain items cannot be returned for refunds or exchanges, in order to ensure product safety and comply with hygiene regulations:
• Opened or Used Products: Any item that has been opened, unsealed, used, or partially consumed is not eligible for return or refund (except in cases of a verified defect or allergic reaction, as determined by us) . This includes opened cosmetics, skincare, and personal care items, which cannot be resold for health and safety reasons.
• Personal Items & Hygienic Products: For sanitary reasons, eyelash extensions, mascaras, adhesives (glues), and other liquid or cream products are final sale if opened or used . We will not accept returns on these items once their packaging seal is broken, unless there was a defect in the product.
• Items Marked “Final Sale”: Any product that is clearly marked as “Final Sale” at the time of purchase is not eligible for return, refund, or exchange . Occasionally, we may designate certain promotional, clearance, or limited-edition items as Final Sale. Please review the product description before purchase. Once bought, these items are yours to keep (except if they arrive damaged or defective, in which case contact us).
• Gift Cards and Certificates: Gift cards (and gift certificates or store credits) are non-refundable and non-transferable. They cannot be redeemed for cash and cannot be returned .
• Services and Packages: Services (such as salon/spa treatments, appointments, and treatment packages) are non-refundable once purchased (more details in the Services section below) . Prepaid treatment packages or memberships are also final sale and cannot be returned for cash refund , though we may allow credit for unused portions as noted below.
Please note: We reserve the right to designate certain products or services as non-returnable or final sale in the future. Any such designation will be clearly indicated on our website or in-store at the point of purchase. Except in cases of defect or our error, final sale items will not be accepted back.
How to Initiate a Return (Return Process)
If your product meets the eligibility criteria above, please follow these steps to initiate a return:
1. Contact Us for Authorization: Email us at hello@lashesandlipstick.ca within 14 days of receiving your order to request a Return Merchandise Authorization (RMA). Provide your order number, the item(s) you wish to return, and the reason for return. Our team will verify your purchase and issue you an RMA or further instructions if the return is approved . (Returns will not be accepted without prior authorization.)
2. Pack the Item Securely: Once your return is authorized, securely repack the product in its original packaging. Include all components, manuals, accessories, and any free gifts that came with the purchase . Items should be packed to avoid damage in transit. If a free gift was part of the order, it must be returned with the product; otherwise, the value of the gift may be deducted from your refund .
3. Ship the Return to Us: You can mail the item back to us at the address provided in your RMA instructions. (Our return mailing address is 16 Nipigon Ave, Markham, ON, L6C 0X7, Canada.) Return shipping is at your expense in most cases , unless we made an error with your order or otherwise agreed. We recommend using a trackable and insured shipping method for your return . Lashes & Lipstick is not responsible for returns lost or damaged in transit, so tracking and insurance help protect you in case the package is misplaced by the carrier . Be sure to keep your shipping receipt and tracking number.
• If the return is due to a mistake on our part (e.g., we sent the wrong item or a defective product), we will provide a prepaid return label or reimburse your return shipping cost, and/or make arrangements for pickup as appropriate. In all other cases, the customer is responsible for postage.
4. In-Store Return Option: Alternatively, you may return the product in person to our store at 16 Nipigon Ave, Markham, ON within 14 days of purchase/receipt. Bring the item in its original packaging along with the purchase receipt. Our staff will inspect the item on the spot to ensure it meets the return conditions and will then process your refund or exchange accordingly.
5. Return Inspection & Confirmation: Once we receive your returned item, we will notify you via email (or in person for in-store returns) that it has arrived. We will then inspect the item to ensure it meets our return conditions (unopened, unused, etc.) . This inspection is usually completed within 2 business days of receipt. If approved, we will proceed with your refund, exchange, or credit. If the return is not approved (for example, if the product is found used or not in the condition described), we will inform you of the denial and reason, and you may choose to have the item shipped back to you at your cost or disposed of.
Refunds, Exchanges, and Store Credits
We offer three resolution options for eligible returns – depending on your preference and the situation – refunds, exchanges, or store credit:
• Refund to Original Payment: If you prefer a refund, and your return is approved, we will issue a refund to your original method of payment (e.g., the same credit card or PayPal account used for purchase) . The refund will typically include the purchase price of the returned item minus any original shipping charges, which are non-refundable in most cases . Please note that it may take a few business days for the refund to appear on your account, depending on your bank or credit card company. We will send you a confirmation email once the refund has been processed.
• Exchange for Another Product: We are happy to exchange your returned item for another product of equal value (or as close as possible). Simply let us know in your return request that you want an exchange and which item you’d like instead. If the new item costs less than the original, we will refund the difference or issue it as store credit . If the new item costs more, we will charge you the difference before shipping the replacement. Exchange shipments will be sent once the returned item is received and approved. Availability of exchange items is not guaranteed; if your requested replacement is out of stock or unavailable, we will notify you and offer a refund or store credit instead.
• Store Credit: If you opt for store credit, we will issue you a digital credit (or gift card code) for the value of your returned item once received. Store credit can be used on future purchases with Lashes & Lipstick and typically does not expire. If you received store credit and later decide you would prefer a refund to your original payment method, please contact us – in some cases, we can accommodate this. (However, once you use the store credit, it cannot be converted back to a cash refund.)
Refund Processing Time: We aim to process all returns quickly. Once your return is approved, refunds or credits are usually issued within 2 business days . (If you returned in-store, we may process your refund on the spot or within 1-2 days through our system.) Keep in mind that your financial institution might take additional time to post the refund to your account. If it’s been over a week since we confirmed your refund and you still don’t see it, please contact us and also check with your bank/credit card.
Shipping Fees: Original shipping charges are generally non-refundable (they are considered a service that has already been provided) . The only exception is if we made an error with your order or the product was defective, in which case we will refund your shipping as well (or provide a return label at our cost). Similarly, if you return only part of your order and keep other item(s), the original shipping fee will not be refunded. Return shipping costs (the cost to send an item back to us) are the responsibility of the customer except when we are at fault .
Multiple Returns & Abuse Prevention: We offer a flexible return policy to ensure you are satisfied, but we also monitor returns for potential abuse. We reserve the right to refuse or limit returns if we identify patterns of abuse or fraud. For example, if a customer repeatedly returns items after significant use, or frequently attempts to return products of the same type, we may suspect policy abuse. We also may deny multiple refunds on the same product or on excessive repeat returns of similar items . Our goal is to be fair, so if you have any issue with a product, please reach out and we will do our best to resolve it — but we must also protect our business from fraudulent claims. Any fraudulent activities (such as returning an item different from what was purchased, or falsely claiming an item was not delivered when tracking shows otherwise) will result in denial of the return and may lead to refusal of service for future orders.
Service Appointments and Refunds
Please note that services and treatments provided by Lashes & Lipstick (such as lash extension sessions, makeup applications, skincare treatments, spa services, etc.) have a different policy from product purchases:
• No Refunds on Services: All sales of services are final. Once a service has been provided, we do not offer refunds for that service . Our professionals’ time and products are reserved for you when you book a service, and unlike a product, a service cannot be “returned.” However, your satisfaction is very important to us – if you have any concerns or are dissatisfied with a service you received, please let us know and we will work with you to address the issue (for example, we may offer a follow-up correction or an adjustment to ensure you get the results you expected). Our priority is that you leave happy, even if we cannot refund a completed treatment.
• Appointment Cancellations: If you need to cancel or reschedule a service appointment, we require advance notice (typically 24 hours) as per our booking terms. Last-minute cancellations or no-shows may result in a fee or forfeiture of a deposit. We do not provide refunds for prepaid appointments or deposits if you cancel outside of our allowed window or do not show up, but we may allow you to apply any prepaid amount as credit toward a future service if used within a certain timeframe (please refer to our appointment cancellation policy or ask us for details).
• Prepaid Packages: For treatment packages or series (for example, multiple sessions purchased at a package rate), unused sessions may be credited towards other services or products at our discretion, but no partial refunds are given for unused sessions in a package . If you are unable to continue using a package due to medical reasons or other extenuating circumstances, please talk to us – we will evaluate on a case-by-case basis to come to a fair resolution (which may be a store credit for remaining value, etc.).
• Gift Cards for Services: As mentioned above, gift cards are non-refundable. If you received a gift card for a service, it may be used to book services or purchase products, but it cannot be redeemed for cash and will not be refunded if unused .
We uphold these service policies to ensure our appointment times and professional commitments are respected, and to maintain fairness to both our technicians and all clients.
Additional Information
Google Merchant Center Compliance: Our return policy is written to comply with Google Merchant Center requirements and industry best practices. It is clearly posted and accessible to all customers without login , and it addresses the required elements such as return timeframe, process for returns, customer obligations (like return shipping costs), and conditions of products for return . We allow returns for buyer’s remorse (change of mind) within 14 days for unopened products, which meets or exceeds the minimum consumer rights in many jurisdictions . (Certain exceptions apply as detailed above, in line with allowable industry exceptions for health, hygiene, and personalized items .) If you have any questions about our policies as they relate to Google Shopping or other platforms, feel free to contact us.
Lost or Stolen Packages: Once an order has been shipped and confirmed delivered to the address provided, Lashes & Lipstick and our carriers cannot be held responsible for theft or loss occurring after delivery . Please ensure you provide a secure delivery location. If tracking shows your package was delivered but you cannot locate it, please check with members of your household or neighbors and contact the carrier for further details. We will assist in filing a claim with the carrier if possible, but we do not issue refunds or replacements for packages marked as delivered by the courier . We highly recommend reporting any theft to local authorities and your insurance if applicable . (If you anticipate not being home, consider shipping to a work address or requesting signature confirmation for valuable orders.)
Contact Us: If you have any questions or need clarifications about this Return Policy, please reach out to us. We are here to help! You can contact us via email at hello@lashesandlipstick.ca or by phone at (416) 554-7079. Our team will be happy to assist you with any concerns regarding returns, exchanges, or our services.