Returns and Refunds

Returns & Refunds Policy
Last updated: [18-6-25]

We want you to love every product you receive from The Lash Gang. As we supply professional lash products that are often classed as hygiene-sensitive, our returns policy reflects the nature of these items while remaining compliant with UK consumer law.

1. Hygiene-Sensitive Products – No Returns

Due to the nature of our products, we cannot accept returns on the following for hygiene and safety reasons:

  • Eyelash trays (classic, volume, flat, brown, etc.)

  • Tweezers and application tools

  • Lash accessories (glue rings, cleansing kits, lash wands, tape, mirrors, etc.)

These items are considered personal-use or hygiene products once opened or handled, even if unused.

2. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of delivery at thelashgangg@gmail.com with the following:

  • Your full name and order number

  • Clear photos of the product and packaging

  • A description of the issue

If approved, we’ll either send a replacement or issue a refund/store credit depending on the situation. You may be asked to return the faulty product — in this case, we will cover return shipping costs.

3. Missing Items

If something is missing from your order, please let us know within 48 hours of receiving your parcel. We’ll investigate and get it sorted for you as quickly as possible.

4. Change of Mind / Unwanted Items

As we supply professional-use products, we do not accept returns or refunds for unwanted items or change-of-mind purchases. Please double-check your order before completing checkout.

5. Returns Authorisation

Please do not send items back without contacting us first. Any unauthorised returns will not be processed or refunded. If a return is agreed upon, you’ll be given instructions on how and where to send your item.

6. TikTok Shop Orders

If you purchased via TikTok Shop, your order is also subject to TikTok's buyer protection policies. Please contact us directly first, but you may also raise an issue through TikTok if needed.

7. Contact Us

We're here to help! For any returns, questions or concerns, please contact us:

Email: thelashgangg@gmail.com