Returns

Is something wrong with your order or have you received a damaged item? Don't worry – we're happy to help. In the case of a damaged product, we will of course replace the item free of charge. After receipt, please contact us at info@bylashbabe.com, mentioning your order number and a clear photo of the product.

1. Overview

This return and refund policy explains how return requests, refunds and warranty claims are handled for purchases made through the Lashbabe website.

This policy forms part of the agreement between the customer and Lashbabe and should be read together with the Terms and Conditions.

The purpose of this policy is to:

  • comply with EU consumer protection legislation
  • ensure clear expectations for customers
  • protect hygiene standards for cosmetic products
  • prevent misuse of the refund policy
  • maintain a fair and consistent approach to returns and refunds

2. Right of withdrawal (EU consumers)

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, you must notify Lashbabe within the 14-day withdrawal period.

After notifying us, the product must be returned without undue delay and no later than 14 days from the date on which you notified us of your withdrawal.

To be eligible for a return under the right of withdrawal:

  • the product must be unused
  • the product must remain sealed
  • the product must be returned in the unopened original packaging

Once the returned product has been received and inspected, the refund will be processed via the original payment method.

3. Hygiene regulations for beauty products

Cosmetic products are considered hygiene products for personal use.

For health and safety reasons, products that have been opened, unsealed or used cannot be returned once the protective seal or packaging has been broken.

This restriction is permitted under EU consumer law for products that cannot be returned for hygiene reasons once opened.

Products returned without the original seal intact may therefore be refused.

4. Products that cannot be returned

The following items are not eligible for return unless defective:

  • opened products
  • products with broken hygiene seals
  • used cosmetic tools or applicators
  • products showing signs of use

This restriction helps ensure product safety and hygiene for all customers.

5. Defective or incorrect products

If a product is damaged, defective or incorrectly delivered, customers should contact Lashbabe within a reasonable time after delivery.

Customers may be asked to provide:

  • photos of the product
  • photos of the packaging
  • the batch number of the product

If the issue is confirmed, Lashbabe may offer one of the following solutions:

  • a replacement product
  • a refund
  • store credit

In these cases, the customer may not need to return the product if doing so is impractical.

6. Product satisfaction guarantee

Lashbabe may offer a product satisfaction guarantee on selected products.

This guarantee is a voluntary commercial policy designed to support customer confidence and is independent of statutory consumer rights.

Under this guarantee, customers who are not satisfied with a product may contact customer service within the applicable guarantee period.

Warranty claims may require:

  • proof of purchase
  • an explanation of the issue experienced
  • supporting photos or information

Lashbabe may offer one of the following solutions:

  • replacement product
  • store credit
  • refund

Lashbabe reserves the right to refuse claims where misuse or improper use of the guarantee is suspected.

7. Restrictions to prevent misuse of the policy

To ensure that the product satisfaction guarantee remains fair and sustainable, the following safeguards may apply:

  • the guarantee may be limited to one claim per product per customer
  • repeated or excessive refund requests may be reviewed
  • Lashbabe reserves the right to reject claims where misuse of the refund policy is suspected

These safeguards help maintain a fair balance between customer satisfaction and responsible use of the policy.

8. Return process

When a return is approved, customers will receive instructions from customer service.

Once a return has been approved, the product must be returned within 14 days of receiving the return instructions.

Depending on the situation, customers may receive:

  • a return label
  • instructions to return the item via their own carrier

The cost of return shipping may be deducted from the refund, unless the return is due to a defective or incorrectly delivered product.

Returned items are inspected upon receipt.

Refunds are processed once the returned product has been verified.

9. Processing of refunds

Once a refund has been approved, the amount will be refunded via the original payment method.

The processing time for refunds may vary depending on the payment provider, but typically takes 5 to 10 business days after approval.

Shipping costs are generally not refunded unless the return is due to a defective or incorrectly delivered product.

10. Delivery problems

If an order cannot be delivered due to circumstances beyond Lashbabe's control, such as:

  • an incorrect address provided at checkout
  • failure to collect the package
  • refusal to pay applicable import duties

the shipment may be returned to sender.

In such cases:

  • the original shipping costs may not be refunded
  • new shipping costs may be required for a re-shipment

11. Prevention of misuse of the refund policy

Lashbabe monitors refund activity to ensure fair use of the policy.

If unusual refund patterns are identified, including repeated refund requests or behaviour indicating misuse of the product satisfaction guarantee, Lashbabe reserves the right to:

  • reject future refund requests
  • limit the validity of the guarantee
  • require additional verification

These measures help ensure the policy remains fair to all customers.

12. Contact

Customers who wish to request a return, report a defective product or submit a claim under the product satisfaction guarantee can contact:

Please include:

  • order number
  • product name
  • description of the issue

You have the right to return your order up to 14 days after delivery. The items must be returned unused and in the original, unopened packaging.

Important: Returns must be sent in the original Lashbabe shipping box in which the package was delivered. The use of other packaging (such as third-party boxes) may result in additional processing fees or refusal of the return.

For hygiene reasons, we cannot accept returns of opened or used products.

The shipping costs for a return are initially at your own expense. In the case of a damaged item or an approved complaint, we will of course reimburse the return shipping costs.

Would you like to return a product? Please contact us in advance at info@bylashbabe.com. After approval, you can return the package to the return address below:

Return address:
Lashbabe
Newtonstraat 13
4004KD Tiel
Netherlands

PURCHASES VIA KLARNA:

If you made your purchase using the Klarna payment method, you have the right to return the goods purchased via Klarna within 14 days after receiving the product, provided it is in unblemished condition, i.e. unopened.

Requests/returns that do not meet the above criteria will not be approved or processed. If you nevertheless return your product without a request, it will not be processed and your right to a refund of the purchase price will lapse.

If you wish to receive the unjustified return back, the shipping costs are at your own expense. You must first transfer these to the account number provided by us. Only after receipt of the shipping costs will your product be sent to you again.

If you indicate that you have sent us a return after approval but we have not received it, and you have not used a trackable shipping service or shipping insurance, we are not liable for the loss of your return.

Team Lashbabe