Return policy

At Eyelash Aplus, we take pride in delivering high-quality handcrafted false eyelashes that meet the expectations of our international clients. However, we understand that errors or dissatisfaction may occasionally arise. This Return Policy outlines your rights and our procedures to ensure fair and transparent resolutions in every case.

APLUS EYELASH CO., LTD

1. Return eligibility

We accept returns and exchanges under the following conditions:

The return request is submitted within 30 calendar days of delivery confirmation.
Items must be unused, unopened, and in original packaging with no signs of tampering.
Returns apply only to standard product orders; custom OEM/ODM products are handled under separate terms.
A valid proof of purchase (invoice or order ID) must be provided.

2. Valid reasons for return

Returns and exchanges will be honored if any of the following apply:

Incorrect item delivered (e.g., wrong style, curl, length, or quantity).
Damaged packaging upon delivery (e.g., cracked trays, broken boxes).
Manufacturing defects such as irregular lash placement, adhesive issues, or lash shedding.
Shipping damage visible upon unboxing (with photographic evidence).
Fulfillment errors, including mixed products or missing items in shipment.

In such cases, we may offer a replacement, store credit, or full/partial refund, depending on the severity of the issue and customer preference.

3. Non-returnable items

To maintain hygiene standards and ensure fairness, we are unable to accept returns for the following:

Products that have been opened, tested, worn, or repackaged.
Items returned without prior written approval or communication with our support team.
Custom-made products under OEM/ODM agreements once digital/sample approval has been confirmed.
Returns requested beyond 30 days from the delivery date.
Cases based on subjective dissatisfaction (e.g., “not as expected”) without any proven product error.

4. How to request a return

To initiate a return or exchange, please follow these steps:

Contact our customer support at [email protected] within 30 days of receiving your order.

Provide the following:

Your full name, company name, and order number
A detailed explanation of the issue
Clear photos or videos of the affected item(s) and packaging

Our support team will respond within 1–2 business days and advise on the next steps.

5. Resolution process

Once your claim is reviewed and approved:

Replacements will be shipped with your next scheduled order or separately upon request.
Store credit may be applied to your account for future purchases.
Refunds will be processed via the original payment method within 7–14 business days, depending on payment provider timelines.

We aim to resolve all claims in a timely and professional manner, ensuring client satisfaction and continuity in partnership.

6. Return shipping & costs

If the return is due to a fulfillment, product, or packaging error on our part, Eyelash Aplus will cover the return shipping costs.
If the return is due to reasons other than our fault (e.g., excess inventory), shipping costs may be borne by the buyer unless otherwise agreed.
International return arrangements must be coordinated directly with our logistics team.

7. Returns for OEM/ODM products

Return and exchange conditions for custom products (private label or bulk OEM) are subject to prior agreements and service-level contracts.
We strongly recommend confirming samples or prototypes before large-scale production to minimize the risk of issues.
Once confirmed, custom designs are final and not eligible for return unless a manufacturing fault is evident.

8. Additional notes for international clients

Please note that customs clearance delays or duties are beyond our control. We advise international clients to allow extra time for return transit and approval.
Our team will work with you to find flexible solutions that reflect your region’s logistics and import/export policies.

9. Our commitment

At Eyelash Aplus, we value every customer relationship and strive to provide a hassle-free return process. We handle every case with fairness, urgency, and clear communication — because your satisfaction is our success.