Refund policy
Last updated: 30 October 2026
In short
- 30-day money-back guarantee: not happy? Get a full refund of the purchase price within 30 days of delivery, opened or not.
- 14-day right of withdrawal: your legal EU right to withdraw from your purchase.
- Legal warranty of at least 2 years: for products that are defective or not as described.
- Always contact us first at support@lashguardy.com. Returns only go to the return address we give you.
1. Our 30-day money-back guarantee
We want you to love Lashguardy. If you don't, you get your money back.
- For any reason. Opened or unopened packs.
- Time limit: 30 days from the day you receive your order.
- What you get: a full refund of the purchase price you paid for the product(s). Shipping is free, so there are no shipping costs to refund.
How it works
- Email support@lashguardy.com with your order number and the email address you used to order. A short reason is welcome (it helps us improve), but it's not required.
- We reply within 2 business days and let you know whether we need the product back. If we do, we send you the return instructions and our return address. Please don't send anything back before you've heard from us.
- We refund you within 14 days after approving your request. If we asked for the product back, we refund within 14 days after we receive it or after you send us proof of shipment, whichever comes first.
Return shipping: if we ask you to send the product back, the return shipping costs are for you, unless the product is defective or we sent you the wrong item.
Fair use: the guarantee applies once per customer for this product. We may refuse a request in case of clear abuse or fraud.
Who gives this guarantee: this is a voluntary commercial guarantee from Lashguardy, support@lashguardy.com. It applies to Lashguardy Lash Shower Shields bought in our online store. It comes on top of your statutory rights and does not limit them. If a product is defective or not as described, you are also entitled by law to a free remedy from us (repair, replacement, price reduction or refund), regardless of this guarantee (see section 3).
2. Your legal right of withdrawal (14 days)
If you are a consumer in the EU, you have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. If your order is delivered in several parcels, the period expires 14 days after you receive the last parcel.
How to withdraw
To exercise the right of withdrawal, you must inform us (Lashguardy, support@lashguardy.com) of your decision to withdraw from this contract by an unequivocal statement, for example an email or a letter. You may use the model withdrawal form below, but you don't have to.
To meet the withdrawal deadline, it is sufficient that you send your message before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for any supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw. We carry out the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You must send back the goods to the return address we give you, without undue delay and in any event not later than 14 days from the day on which you informed us of your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.
You bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exception: opened hygiene products
The statutory right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons and that were unsealed after delivery (Article 16(e) of Directive 2011/83/EU; Article VI.53, 5° of the Belgian Code of Economic Law). Lashguardy shields are single-use hygiene products, so a pack that has been unsealed after delivery is excluded from the statutory 14-day right of withdrawal.
Good to know: our 30-day money-back guarantee (section 1) still covers you, opened or not.
3. Defective, damaged or wrong product (legal warranty)
Every product you buy from us comes with the legal warranty of conformity that applies in the EU: at least 2 years, or longer where your national law provides. If your product is defective or not as described when you receive it, you are entitled to a free repair or replacement or, if that isn't possible, a price reduction or a full refund. For a single-use product like ours, we usually send you a replacement or refund you.
- Let us know as soon as possible, preferably within 2 months of noticing the problem.
- Email support@lashguardy.com with your order number and a photo of the problem.
- This costs you nothing. If we need the product back, we cover the return shipping.
4. Damaged or lost parcel
Did your parcel arrive damaged, or has it not arrived? See our Shipping Policy, or email support@lashguardy.com. We will send you a new order or refund you.
5. Refunds
- Refunds go to your original payment method.
- Once we've processed your refund, it can take 5–10 business days before it shows on your account, depending on your bank or payment provider.
6. Model withdrawal form
(Only complete and return this form if you wish to withdraw from the contract.)
To: Lashguardy, support@lashguardy.com
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
…………………………………………………… - Ordered on (*) / received on (*): ……………………
- Order number: ……………………
- Name of consumer(s): ……………………
- Address of consumer(s): ……………………
- Signature of consumer(s) (only if this form is sent on paper): ……………………
- Date: ……………………
(*) Delete as appropriate.
7. Questions or complaints?
Email support@lashguardy.com. We'll find a solution together. If we can't, you can contact the Belgian Consumer Mediation Service (www.consumentenombudsdienst.be) or, for cross-border disputes within the EU, the European Consumer Centre Belgium (www.eccbelgium.be).