Refund policy
RIGHT OF WITHDRAWAL
Under Romanian Government Emergency Ordinance no. 34/2014, you have the right to withdraw from the contract, without giving any reason, within 14 calendar days of the day on which you, or a person you designate other than the carrier, receive the products.
HOW TO RETURN A PRODUCT
- Tell us about your decision to withdraw within the 14 days. The easiest way is the Withdraw from contract here page, without an account: fill in the form and press “Confirm withdrawal”. You can also email contact@hqlashes.com, with your order number and the products you are returning. You can use the model form below, but you do not have to.
- We email you an acknowledgement of receipt, with the content of your statement and the date and time you sent it, on the same working day (if you write to us at the weekend or on a public holiday, on the next working day), together with the return address.
- Send the products back within 14 days of telling us that you are withdrawing.
CONDITION OF RETURNED PRODUCTS
Please return the products complete and, where possible, in their original packaging. You are only responsible for any loss in value caused by handling the products beyond what is necessary to establish their nature, characteristics and functioning.
PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
Under Article 16(e) of Government Emergency Ordinance no. 34/2014, the right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.
In our store, this exception applies to the following categories once unsealed: adhesives and adhesive accelerators; primer, remover and cleansing solutions; lash extension trays and premade fans; applicators, wands, under-eye patches and other single-use consumables. Products in these categories can be returned if the seal is intact.
All our products are shipped sealed, in a box with a protective film. Unsealing means breaking the film or opening the box.
RETURN COSTS
The direct cost of returning the products is paid by you. For orders delivered outside Romania, if you would like us to arrange the return with our courier, the cost is €20; you can also send the products back with a courier of your choice.
If the product delivered is defective, damaged or different from the one ordered, we cover the full cost of the return.
REFUNDS
We refund the amounts paid for the returned products, including the original standard delivery cost, within 14 days of the day you tell us about your decision to withdraw. We may withhold the refund until we have received the products back or you have supplied proof that you have sent them, whichever is earlier.
We refund using the same payment method you used for your order. For cash-on-delivery orders, we refund by bank transfer to the account you give us. We do not charge any refund fees.
DEFECTIVE OR INCORRECT PRODUCTS
If you receive a product that is defective, damaged in transit or different from what you ordered, please let us know as soon as possible, ideally within 48 hours of receipt, at contact@hqlashes.com, with photos of the product and the packaging. We will replace it or refund you in full, including shipping, at no cost to you. Your rights under the legal guarantee of conformity (Government Emergency Ordinance no. 140/2021) are not affected.
COURSES
Courses are paid on site, not online. You can cancel your booking at any time before the course, free of charge, by message, email or phone. Details in our Terms and conditions.
MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)
To: S.C. KAROL SUITES S.R.L., str. Fabrica de Chibrituri nr. 17-21, Bucharest, Romania, contact@hqlashes.com
I hereby give notice that I withdraw from my contract for the sale of the following goods: ...
Ordered on: ... / received on: ...
Order number: ...
Name of consumer: ...
Address of consumer: ...
Signature of consumer (only if this form is sent on paper): ...
Date: ...
