Refund Policy - Lucky Lashes

Refund Policy Regarding our Services

Our Service 

We guarantee all our Eyelash Extension Services to meet the following standards:

1)	Industry Level Standards

We only use Salon Grade materials and we apply lashes safely and effectively using professional standards. Our salon is always maintained according to a strict hygiene policy.

2)	Safe Practices

Our lash technicians are trained to evaluate your eye shape and natural lashes and take the necessary steps to avoid the risk of damage to your lashes.
We will ONLY apply eyelash extensions that your natural lashes can support.

3)	Extension Services provided in a timely manner

Provided that our clients have booked the correct appointment slot for their required service, eyelash extension services range from 80 minutes to 2.5 hours (depending on the type of service selected)

4)	Eyelash Extension Agreed Results

Our lash extensions service is to enhance the length, curl, fullness, and thickness of natural eyelashes. We endeavour to provide you with as much information as we can about this service including what is achievable based on your natural lashes. Please see below client expectations for more information. 

Please note – The above service guarantee does not apply if you (the client) have requested a lash extension service against the advice or scope of our salon. For example, if you (the client) request a specific lash length or curl type that we believe is unsafe or unsuitable. If we advise against this but if you wish to proceed against our advice, then you are not entitled to a refund if the end result is not as expected.

Refund Policy

Please be aware that we only offer refunds in circumstances where there is a major issue with the service.

If you have a major problem with our service we ask that you please contact us within 24 hours after your appointment.

Please be aware however that we do not provide refunds for:

◉	Customer change of mind or “Found it cheaper somewhere else”
Your decision to purchase a service from us is based on the “as is” representation of the service. Our client service guarantee applies to the service, however Australian Consumer Law for a refund does not apply if you “got what you asked for but simply changed your mind”, “found it cheaper somewhere else” or “decided you did not like the purchase.”

◉	Incorrect Aftercare
We are not responsible for damage to eyelash extensions due to incorrect aftercare after the appointment. We have a best practice aftercare guide available here.

◉	Allergic reactions
If you (the client) are aware of ANY previous or existing reactions you may have to a product it is vital that you disclose this to our lash technician. Lucky Lashes is not responsible for any allergic reaction you may have to our products.

Please note: Although uncommon, clients can develop an allergic reaction to a product that they have been using for years that they have previously had no history or reaction to. If you experience any reaction after your appointment, please contact Lucky Lashes to organise free removal of the lash extensions.

◉	Customer Service Expectations
It is important to have a realistic expectation of your lash extensions - Not all lash extension styles are possible, and your eyelash extension result depends on your existing natural lashes.
Please speak to your lash technician before your appointment about the lash type and style you prefer and allow them to evaluate the condition of your natural lashes and advise you on recommendations. 

          Please see Client Service Expectations below for more information, including factors that may affect your lash extension result.

Client Expectations

“Why don’t my lash extensions look like hers?”

Please be aware that every eye and eyelash is different and therefore two clients who request the same lash application style may not look the same. This can be due to the below factors;

Client Natural Eyelashes

Factors such as client age and the overall health and condition of your natural lashes will impact the type of lash extensions suitable for your eyes.

Weak or damaged lashes cannot support certain lash extension types and therefore extensions that are too thick or too heavy may damage your natural lashes.
As a policy, we will only apply a safe length and number of extensions to your natural lashes.

Eye Shape

The size, shape and positioning of your eyes will affect the appearance of your eyelash extensions.

In the same way that eye makeup is applied differently depending on the shape of your eyes, so does the application of your eyelash extensions.
Our lash technicians are trained to independently evaluate the shape of your eyes,  and the health and quantity of your natural lashes to determine the most suitable lash application and style based on your preferred style.

We also take into account the individual size of each of your eyes, allowing for slight variances in each eye to give you the most symmetrical look.

Premature Shedding / Short-Lasting Lash Extensions

Eyelash extensions are attached to the natural lash, which means that when the lash grows out (ie reaches the end of its growth cycle), the lash extension falls out with it. Due to our natural lashes being super fine, we don't usually notice when one sheds, but with lash extensions, you will be more conscious as they are darker and more pronounced than our natural lashes.

If you feel that your lash extensions are falling out excessively or prematurely (without natural lashes), you should contact Lucky Lashes immediately (within 48 hours) to arrange to return to our salon, so we can review and (if applicable) resolve any problems.
If you contact the salon more than 5 days after your appointment with concerns about premature falling out, we will not be able to address and remedy the issue.