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. Whether it’s finding a better lash style, resolving an issue with your order or assisting with a faulty item, we’ll always do our best to ensure you have a positive experience with Milarēs.
Every order is quality checked and carefully packaged prior to dispatch.
30 Day Lash Confidence Guarantee
We understand that finding your perfect lash style can sometimes take a little trial and error.
If your first Milarēs Starter Kit lash style doesn’t feel quite right for you, please contact our team 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.
To be eligible:
- 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 purchase
- The guarantee is limited to one replacement or resolution per customer
- We may request photographs of the remaining lashes or products as part of the assessment process
This guarantee does not apply to:
- Refill packs purchased separately
- 3/4 Strip Lashes
- Seamless Press On Lashes
- Adhesives, removers, tools or accessories
- Additional change of mind requests after a replacement has already been provided
- 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 Or Damaged Items
If your item arrives damaged, defective or not as described, please contact us within 14 days of delivery via our contact form.
To help us assess the issue, please include:
- Your order number
- A description of the issue
- Clear photographs showing the fault or damage
Where required under Australian Consumer Law, we will provide a repair, replacement or refund.
If a return is required for assessment, we will provide return instructions and cover reasonable return shipping costs where applicable.
Change Of Mind
For hygiene reasons, we generally do not accept returns on opened or used lash products.
However, unopened and unused items in original packaging may be considered for return within 7 days of delivery at our discretion.
Approved change of mind returns must meet the following conditions:
- Items must be unused and returned in original condition
- Return shipping costs are the responsibility of the customer
- Original shipping costs are non refundable
We reserve the right to refuse returns that do not meet these conditions.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Non Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used lash products
- Opened adhesives, removers or sealants
- Products not returned in original condition
unless deemed faulty under Australian Consumer Law.
This website is operated by Eleven11 Brands Pty Ltd (ACN 668 424 995) trading as Milarēs.