top of page

Refund Policy

SunnyLash will provide you with a Credit-Note to exchange the item, to use in-store or online. All returns will automatically be issued a Credit-Note (Gift Voucher) that will allow you to easily re- purchase an alternative item. Non-returnable items and/or returned items, which do not comply with our Returns Policy will not be accepted and will be returned back to the customer. 

It is the customer’s responsibility to pay all return shipping costs. SunnyLash does not Credit-Note or refund original shipping charges. It is the customer’s responsibility to be sure to use a traceable delivery method for your returning garment(s), as SunnyLash are not held responsible for lost/damaged returns in transit and do not need to issue a Credit-Note or Refund. 

  1. Eligibility 

If you change your mind about a product or order the wrong one you can simply take advantage of our easy 30-day return policy and return it for a store credit. 

To be eligible, the following criteria need to be met: 

  1. Items must be unused and in original, unopened, undamaged and resalable condition 2. The exchange is within a reasonable period of time (30 days) 3. Provide satisfactory proof of purchase, such as: 

  2. Original receipt b. Gift receipt c. Bank statement or Credit card statement d. Online tax invoice 

Please note that any item(s) manually defected will be returned and no Credit-Note will be issued. 

SunnyLash’s does not exclude, waive or replace your rights given under the Australian Consumer Law. 

  1. Exchanges A Credit-Note (Gift Voucher) will be issued to allow you to easily re-purchase an alternative item. 

If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with a Credit Note, once we receive your unwanted items. 

  1. Refunds 

SunnyLash strictly does not offer refunds for change of mind or incorrect purchases. 

Customers who have received product/s with a manufacturing fault or incorrect item, will receive a refund. (Note – SunnyLash undertakes strict quality control on every item prior shipment & upon receiving return). 

  1. Faulty Items 

If items you have received are faulty or not as ordered please do not use the above return process, instead contact us on the number provided immediately. 

(Any evidence you can provide of the fault will help us to speed up your claim) 

SunnyLash reserves the right, at their sole discretion, to provide you with a refund and/or reimburse you for your returns fees. You will not be reimbursed return fees if our Customer Care team has not advised you via email, prior to returning the faulty garment(s). 

  1. Processing Time Frames 

Once a Returns item(s) reaches SunnyLash, SunnyLash will inspect the item(s) to ensure the eligibility criteria has been met). Within ten (10) days of receiving the Returns item(s), SunnyLash will issue a Credit-Note, at its sole discretion. 

If SunnyLash, at its sole discretion, determines that a Refund is to be provided, then SunnyLash will process the Refunds within ten (10) business days of receiving the Returns. 

Please note that all Credit-Notes will be issued via email and in the form of a code. The Credit- Note will remain valid for 3 months from the date of issue. 

  1. After-Pay Returns 

AfterPay returns undergo the same SunnyLash Returns Policy process, as outlined above. 

Please note that your personal agreement with AfterPay will still stand and you will continue to pay any scheduled repayments. 

  1. How to Make a Return First you need to check that you meet the above conditions and then you need to contact our friendly Customer Service Team on our website www.SunnyLash.com to receive information on returns. 

If you are an international customer, you must do the following: 

  1. Mail the item back to sender including proof of purchase and order number; 

and\Package items in a manner which will avoid damage during transport. 

  1. Consumer Guarantees As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from SunnyLash. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law. However, these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse. 

Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item. 

SHIPPING INFORMATION 

We ship all purchase orders by standards post. You can calculate your shipping during checkout

* Please note that rural areas may incur one (3) extra business day. 

DELIVERY TIME 

All orders are packed and sent within 48 hours. Once your order has been processed, transit time is anywhere between 1 to 7 business days, depending on your shipping address & selection. Please allow up to 72 hours for your orders to be dispatched during and just after sale periods and during holiday periods and during the weekends. 

If you have not received your items within 5 working business days of making your order please email us with your order number. In most cases, this means that an attempted delivery has occurred and unfortunately you were not home! We can confirm to see where your parcel may be. 

International orders allow up to 10 working business days. If you have not received your items within 10 working days of making the order please email us admin@SunnyLash.com

DELIVERY 

If you are not home at the time of your order’s delivery, you may be left a calling card. Your order may be redirected to your local post office and you can collect the parcel from your local post office with your Photo ID. Alternatively, your order may be redirected to our offices. 

Some packages may require a signature on delivery and will not be released without a signature. The delivery of your package may be delayed if your delivery address is unattended at the time of delivery. If no one is present to sign for confirmation of your order, the package will be sent to your local post office for collection. 

There may be some delays with shipping which are beyond our control and we do not take responsibility and/or liability for any of these processing delays. 

PLEASE NOTE: 

ALL SALES ARE FINAL. 

Please note that pre-orders cannot be cancelled once they have been processed. 

If an incorrect shipping address is provided by a customer, the order will be returned to SunnyLash and the customer must pay to re-ship the purchase order. 

Unfortunately, SunnyLash is not held responsible for lost or stolen packages or delays in transit. SunnyLash does not take on any responsibility and/or liability of a purchase order once delivered and confirmed delivered by tracking. 

bottom of page