CLIENT CARE & POLICIES

Returns & Refunds

We want every order from The Lash Cultura to arrive beautifully and meet your expectations. Please review our return, exchange, and refund guidelines below before placing your order.

Return Policy

We accept returns within 30 days of delivery for most items. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

Eligibility Requirements

To qualify for a return, please ensure the following:

  • Items must be returned within 30 days of delivery
  • Products must be unused and in original condition
  • Original packaging must be intact
  • Proof of purchase or receipt must be provided

Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please contact us immediately at support@thelashcultura.com. We will arrange for a replacement or full refund at no additional cost to you.

Please include photos of the damaged item and packaging to help us process your claim quickly.

Non-Returnable Items

Certain items cannot be returned for health and safety reasons:

  • Opened beauty and personal care products
  • Used or opened cosmetics
  • Sale or clearance items marked as final sale
  • Gift cards and digital products

Due to the nature of professional beauty products, certain items may not qualify for return once opened or used.

Exchanges

We gladly accept exchanges for different sizes, colors, or products of equal or greater value. If you would like to exchange an item, please contact our customer care team to arrange the exchange.

If the exchanged item is of greater value, you will be responsible for the price difference. If it is of lesser value, we will issue a store credit for the difference.

EU 14-Day Cooling Off Period

For customers in the European Union, you have the right to cancel your order within 14 days of receiving your items, without giving any reason. To exercise this right, you must inform us of your decision to cancel.

The returned goods must be in their original condition and packaging. You will be responsible for the cost of returning the goods unless the item is defective or we made an error.

Refund Processing

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 5-10 business days.

Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.

Contact Information

If you have any questions about our return and refund policy, please contact us:

Email: support@thelashcultura.com