Deposits & Refund Policy
Because our services are performed in person and tailored to you, this policy explains how deposits, refunds and complimentary corrections work at Lumelle Lash & Brow Studio.
Services, not products
The great majority of what we offer is skilled service delivered during your appointment. Once a treatment has been carried out, it cannot be “returned”, so refunds are handled on the basis described below rather than as a standard product return.
Deposits
Deposits secure your appointment and are deducted from your final bill. They are refundable if you cancel with at least 24 hours' notice, and non-refundable for late cancellations or no-shows, since the time was held for you.
If you're not happy
Your satisfaction matters. If something isn't right with a lash or brow treatment, please tell us within 72 hours and we'll invite you back for a complimentary adjustment. We would always rather put things right in person than issue a refund.
When we offer refunds
Where a correction isn't possible or appropriate, we consider refunds fairly and case by case. Refunds are not given for change of mind after a treatment has been completed to the agreed brief, or where aftercare advice was not followed.
Retail items
Sealed aftercare products bought in the studio may be returned unopened within 14 days with proof of purchase for a full refund. For hygiene reasons, opened products cannot be returned unless faulty.
Gift cards
Gift cards are non-refundable and non-transferable for cash, but can be used toward any service and are valid for 12 months from purchase.
How to reach us
To discuss a deposit, correction or refund, contact [email protected] or call +60 3-6419 2280. We aim to resolve every concern within a few days.