Refund policy

 

RETURNS & REFUNDS POLICY

RETURNS & REFUNDS

We stand by our products. If there’s a genuine issue, we’ll resolve it quickly and fairly. Please read this policy carefully before purchasing.

1. 14-Day Cooling-Off Period (UK Customers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must contact us within 14 days of delivery.

You then have a further 14 days to return the item once cancellation has been confirmed.

Returns must be authorised before being sent. Items returned without prior approval will not be accepted.

2. Hygiene & Safety Exception

Due to hygiene and cosmetic safety reasons, we cannot accept returns of:

  • Opened lash trays

  • Opened adhesive products

  • Opened touch-up pens

  • Any product where the hygiene seal has been broken

Unless the item is faulty.

This does not affect your statutory rights.

3. Faulty, Damaged or Incorrect Items

If your order arrives:

  • Damaged

  • Defective

  • Incorrect

You must contact us within 48 hours of delivery and provide:

  • Your order number

  • Clear photographic evidence

If confirmed faulty, we will offer a replacement or a full refund.

We reserve the right to request return of the faulty item before issuing a refund.

4. Change of Mind (Unopened Items Only)

Unopened and unused products in original packaging may be returned within 14 days of delivery.

Returned items must be:

  • Unused

  • In original packaging

  • In resellable condition

Return postage costs are the responsibility of the customer unless the item is faulty.

Original shipping charges are non-refundable unless the item is faulty.

5. Non-Refundable Situations

Refunds will not be issued for:

  • Incorrect application or misuse

  • Failure to follow instructions

  • Allergic reactions where patch testing was not performed

  • Parcels marked as delivered by Royal Mail

6. Refund Processing

Once your return is received and inspected:

  • Refunds will be processed within 5–10 working days

  • Refunds will be issued to the original payment method only

We reserve the right to refuse refunds that do not meet the conditions outlined in this policy.

7. How to Request a Return

To request a return, contact:

hi@teslash.com

Include:

  • Your order number

  • Reason for return

  • Photographs if reporting damage or fault

The return address will be provided once your return has been authorised.