Refund policy
Returns & Refund Policy
Onlypro Lash & Brow Co. (Pty) Ltd — Effective date: 24 June 2026
We hold our products to a professional standard. If something is not right, we will make it right — but this policy exists to protect the integrity of a professional supply environment. Please read it carefully before placing your order.
1. What can be returned
We accept returns on unopened, unused products in their original packaging within 7 days of delivery, provided the item meets all conditions below. Returns outside this window will not be accepted.
- Item is in original, undamaged packaging — seals intact, trays unopened
- Item has not been used, tested, or installed
- Return is requested within 7 days of confirmed delivery
- Proof of purchase from onlyprolash.com is provided
- Return is authorised by our team before goods are shipped back
2. What cannot be returned
Due to the professional and hygiene-sensitive nature of our products, the following are strictly non-returnable and non-refundable:
- Opened or unsealed lash extension trays or brow products
- Adhesives, glues, primers, or any lash bonding products — regardless of use
- Tools that have been used, even once
- Products purchased on sale or as part of a bundle promotion
- Digital products, downloadable content, or education materials
- Items returned without prior authorisation
- Items returned after the 7-day window has closed
We do not accept change-of-mind returns on adhesives or opened lash products. This is non-negotiable and exists to protect every professional who orders from us.
3. Damaged, defective, or wrong items
If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@onlyprolash.comwith the following:
- Your order number
- Clear photographs of the item and packaging as received
- A brief description of the issue
We will assess the claim and, where valid, offer a replacement or store credit. We do not issue cash refunds for damaged items unless a replacement cannot be fulfilled.
4. How to initiate a return
Do not send items back without authorisation. Unauthorised returns will not be processed and cannot be returned to sender at our cost.
- Email hello@onlyprolash.com with your order number and reason for return
- Wait for written authorisation from our team before shipping anything
- Package items securely — we are not responsible for return damage in transit
- Return shipping costs are the responsibility of the customer unless the item is defective or incorrect
- We recommend a tracked shipping method — we cannot process returns for items lost in transit
5. Refund method and timing
Approved returns are processed as store credit by default. Store credit is applied to your account within 3–5 business days of us receiving and inspecting the returned item.
Cash refunds to the original payment method are issued at our discretion and only where store credit is not a suitable remedy. Where a cash refund is approved, please allow 5–10 business days for it to reflect, depending on your bank or payment provider.
Original shipping fees are non-refundable.
6. Lash Society members — points and discount codes
Points earned on a returned order will be reversed upon processing. If a discount code or reward voucher was used on a returned order, only the amount actually paid will be refunded or credited — the discount value is not reinstated.
7. South African Consumer Protection Act
Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008. Where the CPA grants you a right that is broader than the terms above, the CPA prevails. This policy is intended to operate alongside your statutory rights, not to replace them.
Questions about an order or return? Contact us at hello@onlyprolash.com.