At Jennifer Lay Lashes we take immense pride in offering exclusively top-quality products. We kindly request that you thoroughly review all product descriptions and usage instructions before making a purchase to guarantee a satisfying shopping experience.
We feel extremely grateful for your purchase at our store. Your feedback is invaluable to us, as we genuinely appreciate your input and continuously strive to improve our offerings.
If you are unsatisfied with a purchase, please reach out to us within 14 days of receiving your delivery. Our aim is to work together to promptly address any concerns and ensure your complete satisfaction.
Under no circumstances, will we offer store credit or refunds for the original shipping charges.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In the event that:
You change your mind
We are not required to provide a refund or replacement.
No refunds for change of mind will be provided at Jennifer Lay Pty Ltd. Please review your shopping cart and ensure you have selected the correct products when finalising your purchase. Returns will only be accepted when there is a fault with the product.
If you wish to cancel an order within one hour of placing it, a refund can be processed, subject to a $4.99 administrative fee deducted from the total order.
The item doesn’t match the description
We work hard to present the products on our websites as accurately as possible. As much as we try to avoid it, on some occasions the information on our websites may contain inaccuracies. If the item is so different from the description that you would not have bought it, you are entitled to a refund.
Please contact our customer service team at lashes@jenniferlay.com.au to arrange a refund including the cost of postage for returning the item.
The item has a minor fault
In the event of a minor fault with your item, please get in touch with our customer service team. We request that you provide a photo and/or video showcasing the fault. Upon review and verification, we will be pleased to offer you a replacement product or a partial refund.
In the event of a minor fault with your item, please get in touch with our customer service team. We request that you provide a photo and/or video showcasing the fault. Upon review and verification, we will be pleased to offer you a replacement product or a partial refund.
The item has a major fault
If the item has a major fault in accordance with the Australian Consumer Law, you are entitled to choose between a refund, repair or replacement of the item (subject to availability), along with compensation for any other reasonably foreseeable loss or damage.
We request that you provide a photo and/or video showcasing the fault.
Please contact our customer service team to arrange a repair, replacement or refund.
Please note:
If you would like us to replace or provide a refund for an item and we find that:
The item has been lost, destroyed or disposed of by you; or
The item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you; or
The period of time since supply and circumstances are such that we are permitted by the Australian Consumer Law to decline to provide a refund or replacement,
then we may, at our discretion, decide not to replace or refund you for the item and/or we may require you to pay all reasonable postage costs. To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses that you incur as a result.
Tweezer Refunds:
Our tweezers undergo meticulous hand-testing to ensure their functionality before leaving our facility. If you experience dissatisfaction with your tweezers, it's highly probable that the issue lies with your technique rather than the tweezers themselves. We strongly encourage a thorough review of the description on the tweezer page before purchasing, as we do not accept returns for a change of mind.
In the unlikely event that the tweezers are found to be faulty, you will receive compensation for the tweezers. It's important to note that the 'sweet spot' on each tweezer may vary, and we do not assume responsibility if the positioning of the sweet spot does not align with your personal preference.
We request that you provide a video showcasing the fault.
Lash Trays:
Please be aware that, for safety and hygiene reasons, we are unable to accept any returns on our lash trays. (ultra black lash range, perfect point fans, loose pro made fans) Returns will be considered only in cases where a product fault is identified. We do not, under any circumstances, accept returns for change of mind on lash trays
Lash Adhesives, Primers, Accelerators, Super Bonders & Cream Removers:
We are not liable for adhesive issues that may arise as a result of hot weather conditions.'Bad retention' with adhesives is not within our control. Rest assured, our adhesives are manufactured fresh, with production occurring at least every 4-6 weeks. We do not experience 'bad batches,' but should you encounter issues, we recommend following troubleshooting steps to address and rectify the problem.
If your item arrives damaged you are entitled to a full refund (excluding shipping fee) or replacement.