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Return Policy

Money Back Guarantee - Here's what you need to do:

  1. Email between 28-42 days (this is to allow enough time for results; 'Ash Lash Conditioner' should be used every day in this period) from the purchase date on your invoice notifying us that you wish to return your goods under the "Money Back Guarantee Policy". Tell us your invoice number / date of purchase and reason for requesting the return. For example, "Didn't achieve results".
  2. We will email you an 'Ash Lash Care Return Form' to complete and return with the returned package.

All products must be shipped to our Auckland location:

Ash Lash Care
56 Kurahaupo St
Orakei, Auckland
New Zealand

The Nitty Gritty:

  1. The goods must be purchased online from
  2. Download the 'Ash Lash Care Return Form' and fill this out. Notify us by email,, within between 28-42 days from the date on your invoice of the return.
  3. Return the goods to our Auckland location, at your cost, with all packaging and the 'Ash Lash Care Return Form'.
  4. We will refund the value of the goods excluding all shipping costs, once we have received the goods.
  5. Money Back Guarantee does not apply to Faulty or Damaged goods. Faulty or Damaged goods are processed under our defective goods policy (see below).
  6. A refund will be made in the same tender as the original purchase.
  7. For additional information on our return policies, please contact our Customer Service Team at

Returns (defective goods)

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange under this policy.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 56 Kurahaupo Street, Auckland, NZ 1071.

To return your product, you should mail your product to: 56 Kurahaupo Street, Auckland NZ 1071.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.