We feel extremely grateful for your purchase at our store. If you are unhappy with an item please contact us so we can resolve the issue to your satisfaction. This will ensure we can continuously improve our relationship with our customers. If you love our items we would appreciate if you could please leave us a review on our products page.

Latest update: June 2020

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In the event that:
1. You change your mind
We are not required to provide a refund or replacement.
Please contact our customer services team for further information and assistance at lashes@jenniferlay.com.au
2. The item doesn’t match the description
We work hard to present the products on our websites as accurately as possible. As much as we try to avoid it, on some occasions the information on our websites may contain inaccuracies. If the item is so different from the description that you would not have bought it, you are entitled to a refund.
Please contact our customer service team to arrange a refund including the cost of postage for returning the item.
3. The item has a minor fault
If the item has a minor fault, please contact our customer service team who will request evidence of the minor fault and upon receipt of that will offer you a partial refund without the need to return the item or the option to return the item for a replacement or refund including the cost of postage for returning the item.
4. The item has a major fault
If the item has a major fault in accordance with the Australian Consumer Law, you are entitled to choose between a refund, repair or replacement of the item (subject to availability), along with compensation for any other reasonably foreseeable loss or damage.
Please contact our customer service team to arrange a repair, replacement or refund including the cost of postage for returning the item.
Please note:
If you would like us to replace or provide a refund for an item and we find that:
• the item has been lost, destroyed or disposed of by you; or
• the item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you; or
• the period of time since supply and circumstances are such that we are permitted by the Australian Consumer Law to decline to provide a refund or replacement,
then we may, at our discretion, decide not to replace or refund you for the item and/or we may require you to pay all reasonable postage costs.  To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses that you incur as a result.
Tweezers are hand-tested and work 100% before they are shipped out.
If you are not satisfied with your Tweezers it is most likely not the Tweezer.
You have 2 weeks from purchase date to return your tweezers.
You will only receive a full refund if you are returning the Tweezers, undamaged and in it’s original packaging.
The unpacking and re-testing will be filmed at our premises. If the Tweezer work, as per our description, you will receive a refund on the item only.
Shipping will not be compensated.
In the unlikely event that the Tweezers do not work, you will receive compensation for everything.
Please review and ensure you have selected the correct lash products when finalising your purchase as we cannot accept lash returns for safety and hygiene reasons.
Returns will only be accepted when there is a fault with the product.
We do not ship glues over the weekend in hot summer months. Thursday is the last day for glue shipment.
We not not carry any responsibility for glues going off, due to hot weather.
We recommend local pickup in summer months and NEVER to leave parcels unattended at the front door, or anywhere else outside.
We recommend “Signature on delivery” for all glues.