Beauty services can’t be “returned” the way a jumper can, so this policy spells out exactly what we do when something isn’t right — with your treatment, your deposit or a product you bought from our shelf.
1. Treatment concerns: the 72-hour window
If anything about your set feels wrong within 72 hours — a lash poking the inner corner, uneven density, a section shedding faster than the rest — contact us and we will correct it free of charge, usually within two working days. This guarantee covers workmanship without quibbling; you don’t need to prove whose “fault” it is.
2. Concerns after 72 hours
Between day 3 and day 14 we will still look at any genuine workmanship issue. If our assessment finds an application fault, we correct it free. Where early shedding traces back to aftercare factors (oil-based products, steam exposure in the first 24 hours, lash-pulling), we’ll show you what we see and offer a discounted repair instead. Retention differences appearing after week two reflect the natural lash cycle and fall under normal infill scheduling.
3. Cash refunds for services
A full refund of the treatment price is offered when: (a) we cannot correct a confirmed workmanship fault within seven days of you reporting it; (b) a documented adverse reaction to our products occurs despite a passed patch test; or (c) we cancel your confirmed appointment and cannot offer a reasonable alternative. Refunds are returned by the original payment method within 14 days.
4. Allergic reactions
Genuine adhesive allergy is rare but real. If you develop a reaction, contact us immediately — the first step is always a free, gentle removal, whether or not you took a patch test. Where a patch test was offered and declined, removal is free but the treatment fee is not refundable. Where a passed patch test preceded the reaction, we refund the treatment in full.
5. Deposits
Deposits move with your booking when you give at least 24 hours’ notice, however many times life reschedules you. They are forfeited only on no-shows or same-day cancellations, as set out in our Terms & Conditions. Deposits for appointments we cancel are always refunded in full.
6. Retail products
Sealed aftercare products (cleansers, spoolies, styling balms) may be returned unopened within 14 days of purchase with a receipt, for a full refund or exchange. For hygiene reasons, opened products can only be returned if faulty — in which case we replace or refund them under the Consumer Protection Act 1999.
7. Gift vouchers
Vouchers are valid for 12 months, transferable to another person, and redeemable against any treatment on the menu. They cannot be exchanged for cash, but an expired voucher can be revived once within three months of expiry as a goodwill gesture — just ask.
8. How to raise anything
Message +60 12-745 8236 or email [email protected] with a photo where relevant. Every request is answered by a senior artist, not a script, within one working day.