Refund policy
At Milarēs, we want you to feel confident shopping with us.
If something isn’t quite right with your order, we’re here to help. Below you’ll find our returns conditions, including those for final clearance purchases.
Your rights under applicable consumer law continue to apply to all purchases, including discounted and final clearance items.
LASH CONFIDENCE GUARANTEE
We want your first Milarēs Starter Kit experience to feel effortless. If the lash style included in your Starter Kit is not quite right for you, please contact us within 14 days of delivery and our team will help recommend a better match.
Where eligible, we will send one replacement lash style at no additional cost. This guarantee applies to your first Milarēs Starter Kit order only and is limited to one replacement per customer.
To be eligible:
- Your Starter Kit must have been purchased at full price. Sale or discounted Starter Kits are not eligible for this guarantee
- You must contact us via our contact form within 14 days of delivery
- The guarantee applies to your first Milarēs Starter Kit order only
- The replacement must be a different lash style from the original purchase
- The guarantee is limited to one replacement per customer
This guarantee does not apply to:
- Refill packs purchased outside of the Starter Kit
- 3/4 Strip Lashes
- Seamless Press On Lashes
- Adhesives, removers, tools or accessories
- MUA Access Bundles
- Further change of mind after a replacement has been issued under this guarantee
- Orders placed using fraudulent, duplicate or misleading customer details
- Customers who have previously received a replacement under this guarantee
The 14 Day Lash Confidence Guarantee is a voluntary offer provided by Milarēs and is in addition to your rights under Australian Consumer Law.
Change of Mind Returns
For eligible items that were not marked as Final Clearance at purchase, you may request a voluntary change of mind return within 14 days of delivery.
Approved voluntary change of mind returns are eligible for store credit or exchange only. Refunds are available where required by law, including applicable statutory cancellation rights described below.
To qualify, your item must be:
- Unopened and unused.
- Sealed where supplied with a seal.
- In its original packaging and original condition.
- Suitable for resale.
Please contact us through our contact form with your order number and the item you wish to return. We will provide return instructions.
For voluntary change of mind returns, return shipping is your responsibility and original shipping charges are not refundable.
We may decline voluntary returns that do not meet these conditions. This does not affect any return or remedy required by law.
Opened or Used Products
For hygiene and safety reasons, our voluntary change of mind policy does not cover opened, used or unsealed lash products, adhesives, removers or sealants.
This includes changes of mind about style, shade, application method or personal preference after opening or using the product.
These restrictions do not affect our 14 Day Lash Confidence Guarantee for Starter Kits, as described above.
These restrictions do not prevent an eligible claim involving faulty, damaged, incorrect or misdescribed goods.
Separate rules apply to statutory cancellation rights for EU and UK customers, as outlined below.
Faulty, Damaged or Incorrect Items
If your order arrives damaged or incorrect, or you believe a product is faulty or not as described, please contact us as soon as reasonably possible.
Please provide your order number or another reasonable proof of purchase, a description of the issue and clear photos where possible.
We encourage you to report delivery issues within 14 days so we can investigate promptly. However, this is not a deadline for exercising your statutory rights. Consumer guarantee claims may remain available after this period.
We may reasonably assess the product before determining the appropriate remedy. Any remedy will reflect your rights under applicable consumer law.
Where Australian Consumer Law applies:
- For a major failure, you may choose a refund or replacement.
- For a minor failure, we may provide an appropriate remedy within a reasonable time. Further rights may apply if the issue is not resolved.
- You may also be entitled to compensation for reasonably foreseeable loss or damage.
You do not have to accept store credit instead of a refund where you are legally entitled to a refund.
If a return is needed, we will provide instructions. Where a fault or other qualifying problem is confirmed, we will cover or reimburse reasonable return shipping costs.
Original packaging is not required to make a valid consumer guarantee claim.
These protections apply to final clearance purchases as well as other purchases.
Items Excluded From Voluntary Change of Mind Returns
Our voluntary change of mind returns policy does not cover:
- Items clearly marked as Final Clearance at purchase.
- Opened, used or unsealed lash products.
- Opened adhesives, removers or sealants.
- Items damaged after delivery through misuse or handling.
- Items that do not meet the original condition and packaging requirements.
- Digital gift cards.
These restrictions do not affect our 14 Day Lash Confidence Guarantee for Starter Kits, as described above.
These exclusions do not apply where a return, cancellation, refund or other remedy is required by law. They do not remove any applicable return promise made when an earlier order was placed.
Final Clearance Items
Items clearly marked as Final Clearance at the time of purchase are excluded from our voluntary change of mind returns policy. We do not offer refunds, exchanges or store credit for a change of mind on these items.
This includes choosing the wrong style, shade or application method, or deciding that you no longer want the item, where the product was accurately described and no consumer guarantee has been breached.
Please check your selections before ordering. If you would like help choosing, you can contact us.
Shopping final clearance does not reduce your rights if an item is faulty, damaged, incorrect or not as described. If something is wrong, please get in touch so we can help arrange the remedy you are entitled to.
Applicable statutory cancellation rights, including those described below for EU and UK customers, also continue to apply.
Digital Gift Cards
Milarēs Digital Gift Cards are delivered electronically. No physical card will be shipped.
Gift cards are excluded from our voluntary change of mind returns policy and cannot be exchanged for cash, except where required by law.
If you experience a delivery or redemption issue, or notice an error in the recipient details, please contact us promptly with your order information so we can assist.
Nothing in this section limits applicable consumer guarantees or statutory cancellation rights.
EU Right of Withdrawal
Where EU consumer law applies, you generally have the right to withdraw from an online purchase of goods within 14 days after the day you, or someone you nominate other than the carrier, receives them.
For goods from one order delivered separately, the period generally starts after receipt of the last item.
To exercise this right, send us a clear statement through our contact form before the withdrawal period expires. Include your name, order details and a statement that you wish to withdraw. You do not need to give a reason.
You must send the goods back within 14 days after notifying us of your withdrawal. We will provide the return address and instructions.
You are responsible for direct return shipping costs where this has been disclosed before purchase, unless we agree otherwise or the return relates to a fault, incorrect item or another issue for which the law requires us to cover those costs.
For a withdrawal covering the entire order, we will refund the eligible purchase amount and the cost of our least expensive standard delivery option. Additional charges for an upgraded delivery service are not refundable under the withdrawal right.
We will reimburse you within 14 days of receiving your withdrawal notice. For goods, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first.
Refunds will use the original payment method unless you expressly agree otherwise, without a refund processing fee.
You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, a deduction may apply for diminished value caused by handling beyond what was necessary.
The withdrawal right does not apply to sealed goods that are unsuitable for return for genuine health protection or hygiene reasons once their hygiene seal has been broken after delivery. This exception applies only where its legal requirements are met. Opening ordinary outer packaging alone does not automatically remove your withdrawal rights.
An item being discounted or marked as Final Clearance does not itself remove your statutory withdrawal rights.
Please also see our EU Right of Withdrawal page.
UK Cancellation Rights
Where UK consumer law applies, you generally have 14 days after the day you receive your goods to notify us that you wish to cancel an online purchase, without giving a reason.
Contact us through our contact form with a clear cancellation statement and your order details. You then have a further 14 days to return the goods.
For a cancellation covering the entire order, eligible refunds include the cost of standard delivery, but not the additional cost of an upgraded delivery service.
For returned goods, reimbursement will be made within 14 days of receiving them back or receiving evidence of return, whichever is earlier. Refunds use the original payment method unless otherwise agreed.
You are responsible for direct return costs where disclosed before purchase, unless we agree otherwise or applicable law requires us to pay.
Reasonable inspection is permitted. A lawful deduction may apply for handling beyond what would reasonably be allowed in a shop.
The cancellation right may exclude sealed goods unsuitable for return for genuine health protection or hygiene reasons once unsealed. This does not affect rights concerning faulty or misdescribed goods.
An item being discounted or marked as Final Clearance does not itself remove your statutory cancellation rights.
Earlier Orders
Changes to this policy do not remove any applicable return or satisfaction guarantee offered when your order was placed.
If your purchase was covered by a previous promotional guarantee, we will honour that guarantee according to the terms that applied at purchase. Please contact us with your order details for assistance.
Australian Consumer Law
For Australian customers, nothing in this policy excludes, restricts or modifies rights and remedies under Australian Consumer Law.
Our goods are covered by consumer guarantees that cannot be excluded. The remedy available depends on the nature of the problem and the applicable law.
The time limits and hygiene conditions in our voluntary policies do not override these guarantees. Consumer guarantee rights also apply to eligible sale items, final clearance items and gifts.
Other Applicable Consumer Rights
If mandatory consumer laws in your location provide additional rights, those rights continue to apply.
Where this policy conflicts with a right that cannot lawfully be excluded, the applicable law takes precedence.
Contact Us
For return requests, gift card enquiries or help with your order, please use our contact form.
This website is operated by Eleven11 Brands Pty Ltd (ACN 668 424 995) trading as Milarēs.