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Due to the hygienic nature of our products, Made Lashes does not accept change-of-mind returns or exchanges.
We cannot accept returns of products that have been opened, worn, used, or removed from their original sealed packaging.
If you believe your product has arrived damaged, is faulty, or you have received an incorrect or incomplete order, please follow the claim process below.
Every Made Lashes order is covered by our 30-Day Warranty, beginning from the date your order is delivered.
Our warranty covers genuine manufacturing faults or defects identified during normal and intended use within the 30-day warranty period.
The warranty does not cover:
Normal wear and tear
Expected deterioration or lifespan of the product
Misuse or improper use
Incorrect application or removal
Incorrect storage or care
Accidental damage
Excessive force or handling
Unauthorised alterations or modifications
Failure to follow product instructions
Damage caused by other products or substances
Damage that occurs after delivery and is unrelated to a manufacturing fault
Our warranty is additional to any rights and remedies available under applicable consumer law.
Claims under our 30-Day Warranty must be submitted within 30 days of delivery.
To make a claim, customers must email [email protected] and provide:
Order number or proof of purchase
A clear description of the issue
Clear, well-lit photographs showing the issue
A video demonstrating the issue where reasonably required
Any other information reasonably requested by our team
Providing photographs and any requested evidence is required before a claim under our warranty can be assessed.
Submitting a claim does not automatically mean that it will be approved.
Our team will first review the information and evidence provided. We may determine that further assessment is required before making a decision.
If our team determines that the product needs to be physically inspected, we will provide return instructions.
Customers may be responsible for the cost of returning a product for assessment under our warranty process, unless otherwise required under applicable consumer law.
Products must not be returned without first receiving instructions from our team.
Once received, the product will be physically inspected and assessed.
The initial review of a claim does not guarantee that the claim will ultimately be approved.
Following our assessment, Made Lashes will determine whether the issue is consistent with a manufacturing fault.
A claim under our warranty may be declined where the issue is determined to result from normal wear, expected product use, misuse, incorrect handling, accidental damage, or another cause unrelated to a manufacturing fault.
If the claim is approved under our warranty, Made Lashes may provide either:
A replacement, subject to product availability; or
A refund.
The final outcome will be determined following our assessment of the product.
This does not limit any rights or remedies available under applicable consumer law.
If your order arrives damaged, please contact us as soon as possible at [email protected]
Customers must provide:
Their order number
Clear photographs of the damaged product
Clear photographs of the packaging
A description of the damage
Any additional information or video reasonably requested by our team
The claim will be reviewed before any return, replacement, or refund is authorised.
If the product needs to be returned for assessment, return instructions will be provided by our team.
If you receive an incorrect product or an item is missing from your order, please contact us at [email protected]
You must provide your order number, photographs of the products received, and any other information reasonably requested by our team.
We will assess the issue and provide further instructions where necessary.
If the product needs to be returned for assessment, customers may be responsible for return shipping unless otherwise required under applicable consumer law.
Products that have been discontinued, retired, or permanently removed from sale are not eligible for refunds or replacements under our warranty policy.
If a discontinued product is reported as faulty, customers may still contact Made Lashes so that the issue can be assessed in accordance with applicable requirements.
Where a product is discontinued, Made Lashes may be unable to provide the same product as a replacement and will assess available options where required.
Made Lashes may request reasonable proof of purchase before processing a claim.
Acceptable proof may include an order number, receipt, confirmation email, or other evidence showing that the product was purchased from Made Lashes.
Where a refund is approved, it will generally be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your payment provider or financial institution.
Submitting a claim, providing photographs, or returning a product does not guarantee a refund or replacement under our warranty.
All warranty claims are subject to review and assessment by Made Lashes.
For claims made under our warranty, a refund or replacement will only be provided where the claim is approved following our assessment process.
This does not limit any rights or remedies available under applicable consumer law.
For warranty claims, damaged orders, incorrect orders, or questions regarding this policy:
Email: [email protected]
Last updated: September 2026
