Refund policy
We want you to be happy with your Lily Lash. If you are not, you have 30 days from the day your order arrives to request a refund.
You do not need to send the item back
We do not ask you to ship the product back to us. Refund requests are reviewed individually, and if yours is approved you keep the item. This keeps things simple for you and avoids the cost and delay of return postage.
How to request a refund
Email us at mutterr@proton.me within 30 days of delivery with:
- your order number,
- a short description of the problem, and
- a clear photo or short video of the item if it arrived damaged, faulty, or is not what you ordered.
We may come back to you for a little more detail. We aim to review every request within 1–2 business days.
Review and approval
Every request is reviewed on its own merits. We may decline a request that falls outside this policy, for example one made more than 30 days after delivery, one where we cannot verify the order, or where the product has been damaged through misuse, dropped, exposed to water, or taken apart. If we decline a request we will tell you why.
Refunds
Approved refunds are issued to your original payment method within 10 business days of approval. Your bank or card issuer may take a few days longer to post it. If more than 15 business days have passed since we told you your refund was approved, please contact us.
Damaged, faulty or incorrect items
Please check your order as soon as it arrives. If the item is faulty, damaged in transit, or not what you ordered, contact us within 30 days with photos and we will put it right — a replacement or a full refund, whichever you prefer. There is nothing to send back.
Exchanges
If you would like a different colour, contact us and we will sort it out with you directly.
Cancellations
Orders can be cancelled for a full refund at any time before they ship. Please contact us as soon as possible.
Safe use and limitation of liability
Lily Lash + Magic Mascara is a heated device. By purchasing and using it, you accept the following:
- Use the product only as described in the instructions supplied with it. Do not leave it switched on unattended, and do not use it if it is damaged.
- Heated styling tools can cause burns. You are responsible for selecting an appropriate heat setting and for handling the device safely.
- Do not use the product if you have an eye condition or injury, recent eye surgery, a recent lash treatment, or a known sensitivity to heat around the eyes, without first checking with a qualified professional.
- Keep the product out of the reach of children.
To the fullest extent permitted by law, Lily Lash is not liable for any burn, irritation, injury, loss or damage arising from the use or misuse of the product, from failure to follow the instructions supplied with it, or from use by anyone other than the purchaser.
Nothing in this policy excludes or limits any liability that cannot lawfully be excluded or limited.
If the product arrives damaged or faulty, stop using it immediately and contact us.
Your statutory rights
Nothing in this policy affects any rights you have under consumer protection law in your country, including rights relating to faulty or misdescribed goods.