Refund policy
At DreamLash, we are committed to providing you with high quality products as customer satisfaction is our priority. Therefore, we ensure that each product that is sent to you has been quality checked by our team.
We want you to be 100% satisfied with your purchase, however due to hygiene reasons with cosmetics and accessories, we cannot accept refunds or exchanges for change of mind purchases.
If you receive a faulty item, you may return it to us within 14 days for a full refund.
To apply for a refund for faulty items, please contact us via email at info@dreamlash.com.au and send us clear photos of the damage or fault. Note the products must be in the same condition they were received and not tampered with.
DAMAGED/DEFECTIVE ITEMS
In the event that you receive a damaged, defective, missing, or incorrect item, it is imperative that you report the issue within 14 days of your purchase. To initiate this process, please provide a detailed description of the problem, and include photographs of both the packaging and the product. Additionally, kindly supply the tracking number associated with your order. Our returns department will thoroughly review your complaint and subsequently offer you various options, such as a replacement or a voucher. If the product is still in stock, we will happily send you a replacement without any extra charge.
At DreamLash, our utmost priority is to deliver the highest standard of customer service and satisfaction. If, for any reason, you find yourself less than completely satisfied with our products, we strongly encourage you to reach out to us within 14 days from the date of receiving your order. Rest assured, we are fully committed to addressing any issues swiftly and efficiently.
We will work with you to understand your concerns, investigate the issue, and propose a resolution that meets your needs. We appreciate your patience and cooperation during this process.
However, it is important to note that we will not tolerate abusive or disrespectful behaviour towards our customer service team. In the event of offensive language, threats, or harassment directed at our team, we reserve the right to terminate our communication with you and decline to provide a resolution. We expect all interactions to be conducted in a respectful and professional manner.
Furthermore, please be aware that if you choose to post negative reviews or make public comments on social media about the issue before allowing us the 28 days we require to resolve the complaint, we reserve the right to cease all communications with you. Negative reviews and social media comments can potentially harm our business and reputation, and we will not engage with customers who opt for these methods of voicing their complaints without giving us the opportunity to address them through the appropriate communication channels.
We genuinely appreciate your understanding and cooperation. Should you have any further questions or concerns, please do not hesitate to reach out to our customer service team at info@dreamlash.com.au. We are here to assist you every step of the way.