Refund policy

Refund & Returns Policy

Last updated March 2026

Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied for any reason, you may be eligible to return it to us for a refund or exchange. Please review the information below carefully.

Shipping Summary

For full shipping details, please visit our Shipping Policy. Here are the key points:

  • Standard processing: 1–3 business days (up to 5 additional business days during peak periods)
  • Free standard shipping on domestic orders over $150 (before tax)
  • Domestic delivery: 1–7 business days depending on method selected
  • International delivery: 3–21 business days depending on carrier and destination
  • Expedited orders placed by 2:00 PM PST ship same day (Mon–Fri)

Returns

All returns must be postmarked within 10 days of the delivery date. All returned items must be in new and unused condition, with all original tags and labels attached. If more than 10 days have passed, please contact us at help@lightheartlash.com — we may be able to make exceptions on a case-by-case basis.

Return Process

To start a return or exchange, please visit our Returns Portal. Once your return request is approved, you will receive a prepaid return shipping label via email. Return labels must be used within 7 days of issuance.

Exchanges

To exchange an item, please initiate a return through our Returns Portal. Once your return is received and approved, your replacement will ship as a new order. You will be notified by email at each step of the process.

Refunds

After your return is received and inspected, please allow up to 10 business days for your refund to be processed. Refunds are issued to the original payment method. Depending on your card issuer, it may take 1–2 billing cycles for the credit to appear on your statement.

You will be notified by email once your return has been received and again when your refund has been processed.

Damaged or Defective Items

If you received a damaged or defective item, please contact us at help@lightheartlash.com within 3 days of delivery with your order number and a clear photo of the damage. We will arrange a replacement or refund on a case-by-case basis.

⚠️ Items returned in damaged condition due to customer use or improper packaging will not be eligible for a refund.

Exceptions — Non-Returnable Items

The following items are not eligible for return or refund:

  • Educational products, including online courses, digital guides, and in-person trainings
  • Lash services
  • Sale items — all sale purchases are FINAL SALE and cannot be returned or exchanged
  • Used products or opened consumables (adhesives, primers, bonders, etc.)

Questions?

📧 help@lightheartlash.com 📞 (315) 809-6161