Refund policy

At thelashplay, we pride ourselves on providing high-quality lash products and premium training experiences. Each product undergoes strict quality checks to ensure the best results for our customers.

This policy explains your rights and our procedures regarding refunds, returns, and training bookings, in line with UK consumer law.

1. Lash Products

a) Returns & Refunds

Due to hygiene and safety reasons, we cannot accept returns or offer refunds on any lash products that have been opened or used, unless the item is confirmed to be faulty.

 

b) Reporting a Fault

 

If you believe your product is faulty or not as described, you must notify us within 7 days of receiving your order by emailing thelashplay@gmail.com.

Please include:

  • Your order number
  • The product name
  • Clear photos or videos showing the issue

Once we review your claim:

  • If a fault is confirmed, we will offer a replacement or a credit note.
  • Refunds are only provided if a replacement is not possible.

Important:

  • Claims made after 7 days may not be accepted.
  • Thelashplay is not responsible for issues caused by:
    • Incorrect storage
    • Improper preparation or application
    • Using products with incompatible tools or adhesives

2. Lash Training & Online Courses

a) In-Person Training

  • All deposits are strictly non-refundable.
  • If you need to reschedule, we require at least 14 days’ notice to transfer your booking to a new date.
  • Failure to attend your session without notice will result in the loss of your payment.


b) Online Courses & Digital Products

  • All digital courses and online materials are non-refundable once accessed.
  • By purchasing, you acknowledge and agree to waive your 14-day cooling-off period for digital products.

At Fangyal, we pride ourselves on providing high-quality lash products and premium training experiences. Each product undergoes strict quality checks to ensure the best results for our customers.


This policy explains your rights and our procedures regarding refunds, returns, and training bookings, in line with UK consumer law.

1. Lash Products

a) Returns & Refunds

Due to hygiene and safety reasons, we cannot accept returns or offer refunds on any lash products that have been opened or used, unless the item is confirmed to be faulty.

 

b) Reporting a Fault

 

If you believe your product is faulty or not as described, you must notify us within 7 days of receiving your order by emailing hello@fangyal.com.


Please include:


  • Your order number
  • The product name
  • Clear photos or videos showing the issue

Once we review your claim:


  • If a fault is confirmed, we will offer a replacement or a credit note.
  • Refunds are only provided if a replacement is not possible.

Important:

  • Claims made after 7 days may not be accepted.
  • Fangyal is not responsible for issues caused by:
    • Incorrect storage
    • Improper preparation or application
    • Using products with incompatible tools or adhesives

2. Lash Training & Online Courses

a) In-Person Training

  • All deposits are strictly non-refundable.
  • If you need to reschedule, we require at least 14 days’ notice to transfer your booking to a new date.
  • Failure to attend your session without notice will result in the loss of your payment.


b) Online Courses & Digital Products

  • All digital courses and online materials are non-refundable once accessed.
  • By purchasing, you acknowledge and agree to waive your 14-day cooling-off period for digital products.


3. Goodwill Replacements

While refunds and replacements are only guaranteed for proven faults, Thelashplay may, at our discretion, offer a one-time goodwill replacement to maintain customer satisfaction. This is not standard policy and will be decided on a case-by-case basis.

4. How to Submit a Claim

To raise a product concern, please email thelashplay@gmail.com within 7 days of receiving your order, including your order number, product name, and clear photos/videos.

Our team will respond within 3–5 working days.