Refund policy

Returns, Refunds and Cancellations

We hope you are completely satisfied with your I AM Lash PRO order. However, we understand that there may be occasions when you need to cancel an order or return an item.
This policy explains your rights and our returns process. Your rights may differ depending on whether you purchased the products as a consumer or for business or professional use.
Nothing in this policy affects your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

Are You Purchasing as a Consumer or a Business?

A consumer is someone purchasing products wholly or mainly for personal use, outside their trade, business, craft or profession.
A business customer is someone purchasing products wholly or mainly for use within their trade, business, craft or profession. This includes lash artists, beauty professionals, salons, academies, trainers and other professional users purchasing products for use within their business.
Statutory consumer cancellation and withdrawal rights do not normally apply to purchases made wholly or mainly for business or professional purposes. However, we offer business customers a separate goodwill returns policy, as set out below.

UK Consumer Returns

Your Right to Cancel an Online Order

If you are purchasing as a UK consumer, you have the right to cancel most online orders without giving a reason.
You must notify us that you wish to cancel within 14 calendar days from the day after you, or a person nominated by you, receives the goods.
You can notify us by:
  • emailing info@iamlashpro.com; or
  • submitting a return request through your online account.
Please provide your name and order number so that we can identify your order. You do not have to provide a reason for cancelling, although you are welcome to do so.
Once you have notified us of your cancellation, you must send the goods back within the following 14 calendar days.

Condition of Returned Goods

You may inspect the products only to the extent reasonably necessary to establish their nature, characteristics and suitability, in the same way that you would be permitted to inspect them in a physical shop.
You are responsible for taking reasonable care of the goods while they are in your possession and while preparing them for return.
We may make a reasonable deduction from your refund if the value of the goods has been reduced because they have been handled, used, damaged or opened beyond what was reasonably necessary to inspect them.
Where reasonably possible, products should be returned:
  • unused;
  • in their original packaging;
  • with any labels, seals and protective packaging intact; and
  • in a condition suitable for resale.
Opening ordinary external delivery packaging will not, by itself, remove your cancellation rights.

Sealed Health and Hygiene Products

The right to cancel does not apply to sealed goods that are not suitable for return for genuine health protection or hygiene reasons once the seal has been broken after delivery.
This may apply to certain lash products, adhesives, liquids, preparation products, applicators or other hygiene-sensitive products where:
  • the product was supplied with a hygiene or tamper-evident seal;
  • the seal has been broken after delivery; and
  • the product cannot safely or hygienically be resold.
Any product-specific return restrictions will be explained on the relevant product page or packaging where applicable.
This exclusion does not affect your rights if a product is faulty, damaged, incorrect or not as described.

Products That Cannot Be Returned Under Change-of-Mind Rights

Unless faulty, damaged, incorrect or not as described, we cannot accept a change-of-mind return for:
  • personalised or custom-made products;
  • sealed health or hygiene products after the hygiene seal has been broken;
  • products that have been used or contaminated;
  • products that have been mixed, altered or combined with another substance;
  • products that have deteriorated because they were not stored according to the supplied instructions; or
  • products that cannot be safely transported or returned because of restrictions imposed by postal or courier services.
Where a product is subject to postal or transport restrictions, please contact us before attempting to return it. We will explain the available return arrangements.

EU Consumer Right of Withdrawal

This section applies where you are based in the European Union, are purchasing as a consumer rather than for business or professional purposes, and your order is covered by EU consumer law.

Your Right to Withdraw

You have the right to withdraw from most eligible online purchases without giving a reason.
You must notify us of your decision to withdraw within 14 calendar days from the day after you, or a person nominated by you, receives the goods.
You can exercise your right of withdrawal by:
  • emailing info@iamlashpro.com;
  • using the online withdrawal or returns function available on our website; or
  • completing and sending the model withdrawal form at the bottom of this policy.
You do not have to use the model form and you do not have to provide a reason for withdrawing.
After notifying us of your withdrawal, you must send the goods back within the following 14 calendar days.

Returning an EU Order

You are responsible for the direct cost of returning goods under the EU right of withdrawal unless:
  • the products are faulty, damaged, incorrect or not as described;
  • we have agreed to pay the return costs; or
  • we failed to inform you before purchase that you would be responsible for those costs.
International customers must ensure that the selected postal or courier service is permitted to carry the product being returned.
Some products, including certain adhesives or liquids, may be subject to postal, courier, customs or dangerous-goods restrictions. Please contact us before returning any restricted product so that we can advise you of the available options.

EU Withdrawal Exclusions

The EU right of withdrawal does not apply to:
  • goods made to your specifications;
  • clearly personalised or custom-made goods; or
  • sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
Where the hygiene exception applies, this may include certain sealed adhesives, lash products, liquids, preparation products or applicators after their hygiene or tamper-evident seal has been broken.
This exclusion does not affect your statutory rights where a product is faulty, damaged, incorrect or not as described.

Professional and Business Customer Returns

Most I AM Lash PRO products are supplied for professional use. Where products are purchased wholly or mainly for use within a trade, business, craft or profession, statutory consumer cancellation and withdrawal rights do not apply.
However, we offer the following goodwill returns policy to our professional and business customers.
You may request to return an unwanted product by contacting us within 14 calendar days of delivery.
Once we have confirmed the return, the product must be sent back within the following 14 calendar days.
To qualify for a goodwill business return, the product must be:
  • completely unused;
  • unopened;
  • in its original packaging;
  • in a fully resalable condition;
  • free from damage, marking or contamination; and
  • returned with all seals, labels and cellophane wrapping fully intact.
We reserve the right to refuse a business return or make an appropriate deduction where these conditions have not been met.
Business customers are responsible for all change-of-mind return costs. Original delivery charges are not refundable for business change-of-mind returns.
This goodwill returns policy does not affect any rights a business customer may have where products are faulty, damaged, incorrectly supplied or materially different from their description.

Cancelling an Order Before Dispatch

If you change your mind after placing an order, please email info@iamlashpro.com as soon as possible.
If we receive your cancellation request before the order has been processed or dispatched, we will cancel the order and refund all payments received from you, including any delivery charge.
We process orders promptly and cannot guarantee that we will be able to stop an order once fulfilment has begun.
If your order has already been dispatched, you will need to follow the applicable returns procedure after receiving it.
Refusing delivery does not automatically cancel an order or remove responsibility for any return or carrier charges. Please contact us before refusing delivery.

How to Return an Item

Before returning a product, please contact:
info@iamlashpro.com
Please provide:
  • your full name;
  • your order number;
  • the product or products you wish to return; and
  • whether the return concerns a cancellation, fault, damage or incorrect item.
A reason is not required when a UK or EU consumer exercises a statutory cancellation or withdrawal right.
Please send eligible returns to:
I AM Lash LTD

Unit 8
Science Park

Aberystwyth

SY23 3AH

United Kingdom
Please include a note inside the parcel containing:
  • your full name;
  • your order number; and
  • the products being returned.
This information enables us to identify and process your return.

Returning Your Parcel Safely

You are responsible for packaging returned products carefully and securely so that they are not damaged in transit.
We strongly recommend using a postal or courier service that provides:
  • proof of postage;
  • tracking; and
  • appropriate compensation or insurance for the value of the parcel.
Please retain your proof of postage until your return and refund have been completed.
I AM Lash LTD cannot accept responsibility for a return that cannot be identified because no customer or order information has been included.
International returns may take longer to arrive due to carrier and customs processing.

Change-of-Mind Return Costs

For eligible change-of-mind returns, the customer is responsible for the direct cost of returning the products.
We do not provide prepaid return labels for change-of-mind returns unless we have expressly agreed otherwise.
If you are a UK or EU consumer exercising a statutory cancellation or withdrawal right, we will refund the cost of the products and the price of our least expensive standard outbound delivery option.
If you selected a more expensive delivery option, such as express, priority or enhanced delivery, we are not required to refund the additional amount above the cost of standard delivery.
Business and professional customers are not entitled to a refund of original delivery costs for a change-of-mind return under our goodwill business returns policy.

Refunds

Once we receive your return, we will inspect the products and confirm whether they meet the applicable return conditions.
For eligible UK or EU consumer cancellation returns, we will issue the refund without undue delay. We may withhold the refund until:
  • we have received the returned goods; or
  • you have supplied satisfactory evidence that the goods have been sent back,
whichever occurs first.
Any refund will be issued within the time required by applicable consumer law.
For goodwill business returns, refunds will be processed after the returned products have been received and inspected.
Refunds will normally be issued to the same payment method used for the original transaction, unless another method has been expressly agreed.
Once we have issued the refund, your bank, card provider or payment provider may take additional time to credit the funds to your account. These processing times are controlled by the payment provider and are outside our control.
We will send you a refund confirmation by email once your refund has been processed.

Deductions From Consumer Refunds

Where permitted by law, we may make a reasonable deduction from a consumer refund if the value of the products has been reduced because of handling beyond what was necessary to establish their nature, characteristics and suitability.
This may include products that have been:
  • used;
  • tested beyond reasonable inspection;
  • damaged;
  • marked;
  • contaminated;
  • returned with missing packaging or components; or
  • inadequately packaged for the return journey.
Any deduction will reflect the actual reduction in the value of the product and will not be used as a penalty.

Exchanges

We do not offer direct exchanges.
If you require a different product, curl, thickness, length, colour or other variation, please return the eligible original product for a refund and place a new order for the required product.
Placing a new order separately is usually the quickest way to receive your preferred item and ensures that stock is reserved for you.

Faulty, Damaged or Incorrect Goods

We carefully inspect and package orders before dispatch. However, if you believe that a product is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as reasonably possible at:
info@iamlashpro.com
Please provide:
  • your full name;
  • your order number;
  • a description of the problem;
  • clear photographs or videos showing the product and issue; and
  • photographs of the external and internal packaging where the product was damaged in transit.
We may ask you to return the product so that it can be inspected. Please do not dispose of the product or its packaging until we have confirmed whether it needs to be returned.
Where goods are confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with the law. Depending on the circumstances, this may include:
  • a replacement;
  • a repair, where appropriate;
  • a price reduction; or
  • a refund.
Where we require you to return confirmed faulty, damaged or incorrect goods, we will reimburse reasonable return postage costs or provide an appropriate return method.
Please obtain our return instructions before sending a faulty or restricted product back to us.

Reporting Transit Damage

To help us investigate damage with the postal or courier provider, we ask that visible transit damage is reported as soon as possible, preferably within seven days of delivery.
This request helps us make a carrier claim but does not remove or limit any statutory consumer rights you may have.

Incorrect Items

If you have received a product different from the product shown on your order confirmation, please contact us before using or opening it.
Where the error is ours, we will arrange an appropriate replacement or refund and cover reasonable return costs.

Adhesive and Liquid Product Returns

Eyelash adhesives and certain liquid products may be affected by:
  • contamination after opening;
  • exposure to unsuitable temperatures;
  • exposure to air or moisture;
  • incorrect storage;
  • limited usable life after opening; and
  • postal or courier transport restrictions.
For change-of-mind returns, adhesives and liquid products must remain completely unopened, unused and sealed.
Where an adhesive or liquid product has a tamper-evident or hygiene seal and is genuinely unsuitable for resale after that seal has been broken, it cannot be returned under change-of-mind cancellation rights.
This does not affect your rights if the product is faulty, damaged, incorrect or not as described.
Because international postal providers may restrict the transportation of adhesives and liquids, overseas customers must contact us before attempting to return these products. We will assess the circumstances and explain the available options.
We cannot reimburse unauthorised or excessive postal charges where a customer selects a restricted or unsuitable shipping method without first contacting us.

Sale and Promotional Items

Sale and promotional products are covered by the same statutory rights as full-price products.
UK and EU consumers may return eligible sale products under their applicable cancellation or withdrawal rights.
Business customers may return eligible sale products only where the product meets the conditions of our goodwill business returns policy, unless the promotional terms clearly state otherwise.
Products supplied free of charge as part of a promotion may need to be returned where the qualifying order is cancelled or returned. If a promotional product is not returned, we may deduct its stated or reasonable value from the refund where permitted by law.
Discount codes, vouchers and promotional offers will not be reinstated unless expressly stated.

Free Gifts and Bundle Offers

Where a free gift was supplied because an order met a qualifying purchase amount, the free gift must also be returned if the remaining value of the order no longer meets the promotion requirements.
Where products were purchased as part of a bundle or multi-buy offer, the refund may be recalculated to reflect the price that would have applied to the products retained.
This does not affect your statutory rights.

Model EU Withdrawal Form

You may use this form to notify us that you wish to withdraw from an eligible EU consumer order, although its use is not compulsory.
To:
I AM Lash LTD

Unit 8
Science Park

Aberystwyth

SY23 3AH

United Kingdom
Email: info@iamlashpro.com
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Products ordered:
Order number:
Date ordered:
Date received:
Customer’s full name:
Customer’s address:
Customer’s email address:
Date:
Customer’s signature, only if this form is submitted on paper:

Contact Us

For any questions about cancellations, returns, faulty products or refunds, please contact:
Email: info@iamlashpro.com
Return address:
I AM Lash LTD

Unit 8
Science Park

Aberystwyth

SY23 3AH

United Kingdom
This returns policy was last updated on 11 July 2026.