Returns and Refunds

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

Due to the nature of our products, some items may not be suitable for return once they have been used.

This may include:

• Eyelash trays (classic, volume, flat, brown, etc.)
• Tweezers and application tools
• Lash accessories (glue rings, cleansing kits, lash wands, tape, mirrors, etc.)

For change-of-mind returns, items should be returned unused and in their original condition and packaging.

If an item has been handled or used beyond what is reasonably necessary to inspect it, we will not provide a refund.

 

2. FAULTY OR DAMAGED ITEMS

If you receive an item that you believe is faulty, damaged or incorrect, please contact us as soon as possible at thelashgangg@gmail.com with the following:

• Your full name and order number
• Clear photos or videos of the product and packaging where appropriate
• A description of the issue

We may ask you to return the product so that we can inspect and test it.

If a fault, damage or fulfilment error is confirmed, we will offer the appropriate resolution in line with your statutory rights, which may include a replacement or refund depending on the circumstances.

 

3. MISSING ITEMS

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

 

4. CHANGE OF MIND / UNWANTED ITEMS

If you purchase from us online and change your mind, you have the right to notify us within 14 days of receiving your order that you wish to cancel.

Once you have notified us, the item must be returned within a further 14 days.

Items should be returned unused and in their original condition / packaging.

Customers are responsible for the cost of returning change-of-mind items unless otherwise agreed.

Where an item has been handled or used beyond what is reasonably necessary to inspect it, we will not provide a refund

 

5. RETURNS AUTHORISATION

Please contact us before sending items back so that we can provide the correct return instructions and make sure your return can be identified and processed.

If a return is agreed, you’ll be given instructions on how and where to send your item.

Please include your name and order number inside the parcel and retain your proof of postage until your return has been processed.

6. REFUNDS

Once your return has been received and checked, any refund due will be processed back to your original payment method within 14 working days. 

 

7. TIKTOK SHOP ORDERS

If you purchased via TikTok Shop, your order is also subject to TikTok’s applicable buyer protection and returns policies.

Please contact us directly first so we have the opportunity to resolve the issue, but you may also raise an issue through TikTok if needed.

8. CONTACT US

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

Email: thelashgangg@gmail.com