Refund policy

Return & Refund Policy

We understand that sometimes things don’t go quite to plan, but no worries, we will try our best to help. Because we deal with products used near your eyes, we have some ground rules to keep everyone safe and hygienic. 

Our pre-glued clusters are designed for a fast, "no-mess" application, but they are a consumable beauty product. We assess refund requests on a case-by-case basis following Australian Consumer Law.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

The Fine Print

  • The Window: You’ve got 30 days from delivery to return or exchange items.

  • The Condition: To be eligible, items must be unopened, unused, and in their original packaging. If they’ve been opened, we can’t take them back (hygiene is a big deal to us!).

  • Sale Items & Gift cards: Anything marked as "Final Sale" or gift cards cannot be returned or exchanged.

  • The Process: Shoot an email to hello@cloudlash.com.au with your order number and the "why" behind the return. Items sent back to us without first requesting a return will not be accepted. 

  • Shipping Costs: Unless an item is faulty, return shipping is on you. Original shipping fees are non-refundable. 

    BNPL Fees: If you used Afterpay or Klarna, any merchant fees they charge us will be deducted from your final refund.

  • The "Test Run" Rule: You can use one set of clusters to see if they work for you. If you’re having trouble, stop there and contact us! If you use half the pack and then tell us they aren’t working, we won't be able to offer a refund or replacement. You can always contact us for help regarding application hello@cloudlash.com.au 

  • Troubleshooting First: Before we call it a "fault," check our application guides. Remember, these lashes love a clean, dry, oil-free surface.

  • The Enemy of Glue: SPF, eye creams, oils, and lash serums are the natural enemies of pre-glued lashes. Adhesion issues caused by skincare routines or application techniques aren’t considered manufacturing faults.

  • Assessment: To help you out, we might ask for a quick video or photo of your application. This helps us figure out if it’s a faulty batch or if you just need a little technique tweak!. Refunds or exchanges are only provided where a genuine manufacturing fault is identified.

  • Expectations: Our clusters are designed to look amazing for up to 5 days, with proper application and care. While many users get a good week of them, we prefer to be more conservative.


Allergic Reactions

We’ve worked hard to keep our formulas friendly for sensitive eyes. However, everyone’s skin is different.

If you have a reaction, STOP use immediately and email hello@cloudlash.com.au with photos of the reaction. We can only accept "reaction returns" if no more than one set of lashes has been used. Return shipping for reactions remains the responsibility of the customer.

 

Important Bits & Pieces

  • Cancellations: We move fast! Once an order is processed, our fulfillment team likely already has it packed. We usually can't cancel "change of mind" or “made a mistake” orders once they are in the system. Please double check before checking out.

  • Tracking: When sending something back, use tracked shipping. If it gets lost in the mail and we don't have it, we can't refund it.

  • Processing Time: Give us about 10 business days once we receive your return to get everything processed.

  • International: Currently, we don't offer returns or exchanges for our international besties unless the product is faulty.