Returns and Refunds

  1. INTRODUCTION

At Minerva Lashes, we want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items you have purchased. This Returns Refunds Policy sets out our conditions for accepting returns and issuing refunds for items purchased from Minerva Lashes, on. It also sets out when we will not accept returns.

  1. RETURN PERIOD AND CONDITIONS FOR ACCEPTANCE OF RETURNS

 

  1. MY ORDER IS INCORRECT

We apologize for any inconvenience caused. If your order is incorrect, please contact our customer support team at enquiries@minervalashes.com. You can reach them through our website's contact form or the provided customer support email. Kindly provide the following when getting in touch:

  1. Your order number and invoice details of the incorrect item/s
  2. Image of all the items received in your parcel
  • Image of the mailbag and clip bag received with your parcel

A member of our support team will gladly assist you in resolving the issue promptly.

  1. RETURNS POLICY

Subject to the rules set out in this Returns; Refunds Policy, Minerva Lashes offer returns for items within 2 days of delivery unused, and in their original packaging (the returns period). We do not accept returns, for any reason whatsoever, after the returns period has lapsed. This does not affect your legal rights against Minerva Lashes. You may return items purchased on Minerva Lashes within the returns period, for the reasons listed below.

 

Reason for return

Applicable product category

I changed my mind

No Refunds or Returns.

Item received broken or defective

All product categories

Packaging was damaged

All product categories

Item received with missing parts or accessories

All product categories

Item received used or expired

All product categories except software

Item seems to be fake/unauthentic

All product categories

Wrong item/colour / size/model

All product categories

 

We shall only accept returns of items that are unworn, unused and in the same condition you received them, with their original packaging and seal intact where applicable, unless the item became defective after delivery became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period.

  1. 3. ITEMS THAT CANNOT BE RETURNED

We do not accept returns of certain product categories for health and hygiene reasons Customer safety is important to us, so certain product categories cannot be returned due to health and hygiene reasons, or if they may deteriorate or expire rapidly. You shall only be entitled to return and refund in respect of these items if you received the wrong item; a damaged or defective item; or a fake or inauthentic item. You are not entitled to a refund or return of these product categories if you have changed your mind.

We do not accept returns of customized items We do not accept returns of goods made, configured or inscribed to your specification or (e.g., personalized engravings, stamps, monograms, embroidery, embossing, etching, carving or printing). Minerva Lashes is not required to accept returns unless the items are damaged or defective upon arrival, or materially different from what was ordered.

We do not accept returns of items that you have damaged after delivery We do not accept returns of used or worn items, unless the reason for return is that the item stopped working or became damaged or defective after reasonable use (in accordance with manufacturers guidelines where applicable) during the returns period.

  1. 4. PACKAGING RETURNS

When returning an item for any reason, you must do so in the exact condition you received it from Minerva Lashes, with its original packaging and all tags and labels attached and seals on items including audio or video recordings or software must not be removed). Returned items are your responsibility until they reach us, so do make sure they are packaged properly and can't get damaged on the way.

You must not include in the packaging with the returned item any item not pertaining to the returned item as originally received from Minerva Lashes. You must entirely delete and eliminate all personal data pertaining to you and/or any third party which may be possibly present in an item, and de-latch any account possibly latched to the item. Minerva Lashes will not be responsible for any items erroneously contained within a returned package, or for any data breach resulting from failure to eliminate personal data contained in a returned item.

  1. REFUNDS

If we accept your return, or if you order but do not receive an item, we aim to refund you the purchase price of the item within the period of time stated on the return timelines page. all refunds are to be calculated less 10% administrative fee deductions

For incorrect, defective, or damaged items, you will also be refunded for the full cost of delivery of the returned items, once your return is processed, the refund request form shall state which payment method(s) for receipt of refunds are available to you

If the return is not the result of Minerva Lashes error or delivery error (i.e., you changed your mind or the size does not fit as expected) you will not receive any refund at all.

 

 

 

  1. REJECTED RETURN AND REFUND REQUESTS AND FORFEITURE

 Steps to follow where product delivered were damaged or faulty, please follow this process:

  1. Contact our customer support team immediately at enquiries@minervalashes.com and provide your order number and description of the issue along with photos of the damaged/faulty item and packaging.
  2. Photo or video of damaged or faulty items
  3. Photo or video of damage to your packaging
  4. Photo showing the delivery label attached to your mailbag.
  5. Our team will assess the situation and resolve it as soon as possible. In most cases, we will offer a replacement or a refund for the damaged/faulty item.

All items are inspected on return to verify the return reasons provided. If your return request is not approved by Minerva Lashes, you shall not receive any refund of the purchase price or the delivery fees, and we will make 2 attempts to redeliver within 3 business daysIf both re-delivery attempts are unsuccessful, we will immediately notify you that we will hold the item for a further 30 days from the date of the initial notification. Our notification will include details about pick up location and opening hours.

If you do not collect the item within the required period, you shall forfeit the item i.e. the item shall become Minerva Lashes property and Minerva Lashes may dispose of it in any manner that it determines appropriate e.g. by sale, charitable donation, recycling or destruction.

  1. 7. NO EXCHANGE

We don't offer exchanges. If you would like a different size or color, please return your unwanted item and place a new order.