Refund policy

Return & Refund Policy

1. Introduction

At QLash, we are committed to providing high-quality lash and brow beauty products and exceptional customer service. This Return & Refund Policy outlines how we handle returns, exchanges, and refunds in accordance with Australian consumer law.

2. Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers are entitled to a refund, repair, or replacement if the product is faulty, not fit for purpose, or doesn’t match the description. This policy works in addition to your rights under the ACL and does not replace them.

3. Change of Mind / Buyer's Remorse

We understand that sometimes a product may not be right for you. For products returned due to a change of mind:

  • Returns are accepted within 14 days of purchase (from delivery date for online orders).

  • Products must be unused, in their original packaging, and in resalable condition.

  • A proof of purchase (receipt or order number) is required.

  • The customer is responsible for return postage costs.

Note: Some products are not eligible for return if opened due to hygiene reasons (e.g., mascara, brow gels, waxes, applicators). These items are clearly marked where applicable.

4. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, you are entitled to a remedy under the ACL.

What You Must Do:

  • Contact us within 30 days of receiving your order.

  • Provide your proof of purchase and photo evidence of the issue.

Remedies:

Depending on the issue and in accordance with Australian Consumer Law, we will, at our discretion:

  • Offer a replacement of the same item,

  • Provide a full refund, or

  • Offer a store credit.

Return postage costs for faulty or incorrectly sent items will be reimbursed.

5. Change of Mind — Online Orders

  • Notify us within 14 days of delivery.

  • Return the item at your cost to:
    [Insert Return Address]

  • Refunds will be processed once we receive and inspect the returned item.

  • Shipping costs paid at purchase are non-refundable.

6. In-Store Purchases

  • Bring the item and your receipt to [Your Store Location].

  • A refund, exchange, or store credit will be issued depending on the situation and condition of the item.

7. How Refunds Are Issued

Refunds will be provided via the original payment method. Please allow up to 7 business days for the refund to appear in your account.

8. Pre-Order & Special Orders

Pre-ordered or specially ordered products are non-refundable unless faulty or damaged upon delivery.

9. Contact Us

For any questions or to initiate a return or refund:
📧 Email: orders@qlashstudio.com.au
📞 Phone: +61 403 191 845
📍 Address: 10/152 Woogaroo St., Forest Lake QLD 4078

10. Changes to This Policy

We reserve the right to update this policy. Any changes will be posted on our website with the revised effective date.

Effective Date: 09 December 2025