We try our best to provide great customer service and professional advice when you purchase from us. The quality of Lashes by RK products is the best we can physically make — every product is tested before it goes to market. Before using our products, please ensure you have read and understood all directions on the product label and on our Site so that you use the product correctly. If you want to return a product for a full refund of the purchase price, the following conditions must apply.
Conditions for returns
- Lashes by RK maintains a no-return policy for items purchased during sales events. When lash products are acquired at a promotional or discounted rate, the transaction is regarded as final sale. This applies to seasonal sales (Christmas, Thanksgiving, Black Friday), flash sales, clearance sales, anniversary sales, and bundle deals.
- All products returned for refund, credit, or exchange must be received by our warehouse within 30 days of the date of purchase.
- Where a package is redirected and shipped back to us, the items must be received in the same condition: new, unused, and in the original packaging as sent to the receiver.
We will resend a redirected order at the customer's expense only — Lashes by RK is not responsible for covering those shipping costs. To return damaged or faulty goods, please attach a photo evidencing the fault and contact us within 3 days of receiving your package. Items must be unopened, unused, and in the same condition you received them to be eligible. If approved, returns are processed within 3–7 business days. Shipping charges to exchange will be applied.
Please note: failure to meet any of the above conditions can result in refund, credit, or exchange being denied.
To start a return, contact info@lashesbyrk.com. If your return is accepted we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order on arrival and contact us immediately if the item is defective or damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain items are not eligible for returns or exchanges, including sale items, gift cards, and pre-order items — this includes lash beds, lash chairs, lash trolleys, and essentially all lash-extension furniture and equipment. These products are non-refundable and non-exchangeable.
Personalised items, used or opened products, and products that have been damaged or altered after delivery cannot be returned or exchanged. If you have any questions about the eligibility of a specific item, reach out to us before making your purchase.
Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
If we send you a replacement item (for example, to correct an order error or replace a faulty item), the original item must be returned to us within 7 calendar days of you receiving the replacement — unless we agree otherwise in writing. If we do not receive the original within that time, Lashes by RK reserves the right to charge you the full retail price of the unreturned product. We'll notify you by email and issue an invoice, or charge the payment method from the original purchase. We do this so we can keep providing fair replacement service for all our customers — and we'd rather avoid charging you, so please do return the original item when you get a moment.
Refunds
We'll notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method. It can take some time for your bank or credit card company to process and post the refund.
We will not cover the costs of delivery or re-delivery for a change-of-mind return. For returns where free shipping was applied, the shipping fee will be deducted from your refund. You may have rights under the Australian Consumer Law (see below) in addition to this clause.
Australian Consumer Law
Nothing in these Terms attempts to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Consumer Law (Consumer Law Rights). In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Any other warranties or conditions not guaranteed by the Australian Consumer Law are expressly excluded where permitted, except to the extent such warranties and conditions are fully expressed in these Terms.
Where you return products to us to seek an Australian Consumer Law remedy, you will need to cover any associated costs (for example delivery costs) of returning the products to us.
Where your claim is valid under the Australian Consumer Law, we will refund your return delivery costs and — depending on the failure — either dispatch a new or repaired replacement product or refund you the price of the relevant product. Please contact us for further information.
Contact us
For any questions and notices, please contact us at:
Lashes by RK Pty Ltd (ACN 662 838 628)
Email: info@lashesbyrk.com
Phone: 0424 031 901