العربيةAt Eyelash Aplus, our mission is to provide premium-quality false eyelashes and an exceptional experience for every B2B partner we serve. We stand firmly behind the craftsmanship of our products, which are handmade by skilled technicians and manufactured under strict ISO-compliant quality control systems.
To uphold our quality promise and protect our clients’ interests, we offer a transparent and structured warranty policy covering any valid manufacturing or packaging issues. This page outlines our warranty policy in detail to ensure clarity and confidence in every transaction.
Warranty period
All Eyelash Aplus products come with a 30-day limited warranty, beginning from the date the shipment is marked as “delivered” by the shipping carrier.
- This warranty is designed to cover defects resulting from production errors, packaging faults, or damage incurred during fulfillment.
- Warranty claims submitted after the 30-day window may not be eligible for support, unless otherwise stated in a signed agreement or OEM/ODM service contract.
What is covered?
The warranty applies to products that are defective due to manufacturing faults, packaging errors, or handling issues prior to delivery. Examples of covered cases include:
1. Manufacturing defects
- Incorrect lash styles (curl, length, thickness) that do not match the confirmed order specifications.
- Irregular lash placement, lash shedding, poor alignment, or gaps in the lash line.
- Issues with lash band glue or adhesive not holding lashes securely.
- Inconsistent lash fibers, visible material faults, or substandard bonding.
2. Packaging and fulfillment errors
- Damaged or broken lash trays or boxes upon receipt.
- Missing items from the order or incorrect quantity.
- Mixed or mislabeled products within the same batch.
3. Shipping-related damage
- Visible signs of crushing, breakage, or tampering during transport (photo proof required).
- Orders that were mishandled or improperly packed at the origin warehouse.
In eligible cases, we will assess the situation and, depending on severity and client preference, offer one of the following:
- Full replacement of affected items.
- Partial credit toward future orders.
- Partial or full refund where applicable.
What is not covered?
To ensure fairness and accountability on both sides, please note that our warranty does not cover the following:
- Products that have been used, modified, repackaged, or stored improperly after delivery.
- Damage caused by exposure to heat, moisture, chemicals, or sunlight after receipt.
- Variations that fall within the acceptable tolerance of handmade products (e.g., minor curl variation of 1–2°).
- Subjective preferences, such as changes in market taste or product not being “as expected” without objective faults.
- Custom orders (OEM/ODM) that have already been approved via digital proofs or sample confirmation.
- Orders impacted by force majeure (natural disasters, customs seizure, etc.), unless otherwise insured or covered in the service agreement.
How to file a warranty claim
We aim to make the claims process simple and efficient. To request warranty support, please follow these steps:
Contact our customer service via email at [email protected] within 30 days of receiving the order.
In your email, include:
- Your order number, company name, and country
- A detailed description of the issue
- Photos or videos clearly showing the affected product(s), packaging, and any noticeable defects
Our team will respond within 1–2 business days, and may request additional details or arrange a return of the defective items (depending on the severity and volume).
Replacement & resolution process
Once the claim is reviewed and approved, we will offer a suitable resolution based on the nature of the issue and the business terms agreed upon:
- Replacements are prioritized and dispatched with the next scheduled shipment or sooner, where possible.
- Refunds are processed through the original payment method or provided as store credit.
- All decisions are made collaboratively, with the goal of maintaining long-term partnership and mutual satisfaction.
Notes for OEM/ODM clients
If you are ordering under our OEM or ODM program:
- All product designs and private labels must be reviewed and approved in writing before mass production.
- Warranty for custom products may be subject to different terms as outlined in your service-level agreement.
- You are encouraged to request samples before ordering large volumes.
Our commitment
At Eyelash Aplus, our warranty is not just a policy – it’s a promise. A promise that we stand behind what we produce. A promise that we value our clients’ brand reputation as much as our own. And a promise that we’ll always respond with professionalism, fairness, and speed if issues ever arise.
We appreciate your trust and look forward to growing together — with consistency, quality, and transparency at the core of every lash we deliver.