Refund policy
At Milarēs, we want you to feel confident shopping with us.
If something isn’t quite right, our team is here to help. We accept returns on eligible unopened and unused items, and we will always work with you to resolve faulty, damaged or incorrect orders in line with your rights under applicable consumer law.
Because our products are applied around the eye area, strict hygiene standards apply. Opened, used or unsealed lash products cannot be returned for change of mind, style preference or application preference.
Change of Mind Returns
If you change your mind, you may request a return within 14 days of delivery.
Approved change of mind returns are eligible for store credit or exchange only. Refunds are not provided for change of mind returns unless required by law.
To be eligible, your item must be unopened, unused, unsealed, in its original packaging and suitable for resale.
Return shipping costs are the customer’s responsibility, and original shipping costs are not refundable unless required by law.
We reserve the right to refuse returns that do not meet these conditions.
Opened or Used Products
For hygiene and safety reasons, we cannot accept returns on opened, used or unsealed lash products for change of mind.
This includes returns due to style preference, shade preference, application preference or no longer wanting the item once it has been opened, used or unsealed.
If you have tried your first Starter Kit and feel the lash style is not quite right, you may be eligible for our 30 Day Lash Confidence Guarantee below.
30 Day Lash Confidence Guarantee
Finding your perfect lash style can sometimes take a little trial and error, which is why first time Starter Kit customers may be covered by our Lash Confidence Guarantee.
If your first Milarēs Starter Kit lash style does not feel quite right for you, please contact us within 30 days of delivery and we’ll help recommend a better match.
Where eligible, we will offer a complimentary replacement lash style.
This guarantee is designed to help you feel confident trying Milarēs for the first time, while ensuring the policy is used fairly.
Eligibility
To be eligible for the 30 Day Lash Confidence Guarantee:
- The guarantee applies to first time Milarēs Starter Kit orders only
- You must contact us within 30 days of delivery
- The replacement must be a different lash style from the original Starter Kit style purchased
- Shade changes, including switching from black to brown or brown to black, are not included
- The guarantee is limited to one replacement or resolution per customer
- Photos may be requested as part of the assessment process
- The Starter Kit must have been purchased as your first Milarēs cluster lash style
The guarantee does not apply if your original order included a Starter Kit plus additional cluster lash styles, refill packs or other lash styles, as those additional styles provide the opportunity to try an alternative style from the same order.
What’s Not Included In The Lash Confidence Guarantee
The 30 Day Lash Confidence Guarantee does not apply to:
- Refill packs
- ¾ Strip Lashes
- Seamless Press On Lashes
- Adhesives, removers, tools or accessories
- Shade change requests, including switching from black to brown or brown to black
- Additional change of mind requests
- Orders placed using duplicate, misleading or fraudulent customer details
The 30 Day Lash Confidence Guarantee is provided in addition to your rights under Australian Consumer Law.
Faulty, Damaged or Incorrect Items
Every Milarēs order is carefully checked and packed before it leaves us.
If your order arrives faulty, damaged or incorrect, please contact us within 14 days of delivery so we can help resolve it as quickly as possible.
Please include your order number, a description of the issue and clear photos where possible.
Once reviewed, we may offer a replacement, store credit, refund or another suitable remedy depending on the issue and what you are entitled to under applicable consumer law.
If a return is required for assessment, we will provide return instructions and cover reasonable return shipping costs where applicable.
Items That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used lash products
- Opened adhesives, removers or sealants
- Products that have been unsealed
- Products not returned in their original condition
- Products that are not suitable for resale
This does not apply where an item is faulty, damaged, incorrect or where a return or remedy is otherwise required by law.
EU Right of Withdrawal
For customers in the European Union, you have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.
To exercise this right, please contact us within 14 days of delivery and clearly state that you wish to withdraw from your purchase. You may also submit your withdrawal request through your customer account by selecting the relevant order and following the cancellation or return steps available.
For hygiene reasons, sealed lash products cannot be returned once opened, used or unsealed. Items must be unopened, unused, in their original packaging and suitable for resale.
Return shipping costs are the customer’s responsibility unless the item is faulty, damaged, incorrect or otherwise required by law.
Once your return has been received and inspected, any eligible refund will be processed in accordance with your rights under EU consumer law.
Australian Consumer Law
For Australian customers, nothing in this policy excludes, limits or changes your rights under Australian Consumer Law.
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement, repair, refund or other remedy if your item is faulty, damaged, not as described or does not meet a consumer guarantee.
This website is operated by Eleven11 Brands Pty Ltd (ACN 668 424 995) trading as Milarēs.