Terms of service

Last updated: 6 October 2026

These terms explain how buying from hqlashes.com works: how to place an order, how to pay, how your parcel is delivered, how to return a product and what guarantees you have. Each section starts with an “In short” summary, so you can quickly find what you need. The summary helps you find your way, but the full text of the section is what applies.

Contents

1. Introduction
2. Using the website and your customer account
3. Products
4. Placing an order and conclusion of the contract
5. Prices, discounts, payment and invoice
6. Delivery
7. Transfer of risk and ownership
8. Right of withdrawal (14-day returns)
9. Courses
10. Legal guarantee of conformity and faulty products
11. Reviews and content you publish
12. Intellectual property
13. Liability
14. Personal data and marketing messages
15. Force majeure
16. Complaints, governing law and dispute resolution
17. Changes to these terms

1. Introduction

In short: hqlashes.com is the HQ Lashes online store, run by S.C. KAROL SUITES S.R.L. When you place an order, you accept these terms.

1.1 Who we are

In these terms, “HQ Lashes”, “we”, “us” or “the seller” means S.C. KAROL SUITES S.R.L.

1.2 Who we sell to

We sell professional lash extension products and lash extension courses. Our products are intended mainly for lash technicians and salons. You can buy as an individual or as a business.

1.3 What the terms used mean

• Website: the online store hqlashes.com, including its English version.
• Customer or “you”: the individual or business placing an order on the website.
• Consumer: a customer who is an individual buying outside their trade or profession.
• Products: the goods sold on the website, for example lash trays, premade fans, adhesives, solutions, tweezers, accessories and consumables.
• Courses: the lash extension courses offered on the website.
• Order: the purchase request you send through the website.
• Contract: the distance contract between you and us for the products or courses ordered, concluded through the website or, for courses, also by WhatsApp, phone or email.
• Working day: Monday to Friday, except public holidays in Romania.

1.4 Which documents apply

The contract is made up of these terms, the information on the product or course page at the time of your order and the order confirmation. Our Shipping Policy and Return and Refund Policy also form part of the contract. How we use your data is explained in our Privacy Policy and Cookie Policy.

When you place an order, you accept the version of these terms published at that time. The contract is concluded in Romanian or, if you use the English version of the website, in English. These terms are always available on this page, and you can save or print them from your browser. We send you the order confirmation by email, and your orders also appear in your customer account, if you have one. We keep your order and its confirmation and can send them to you again on request, at contact@hqlashes.com.

2. Using the website and your customer account

In short: use the website to find information and to shop. If we notice fraud or abuse, we may refuse orders or access.

• You can browse and order without an account. A customer account is optional and shows your orders and saved addresses.
• You are responsible for the accuracy of the data you enter and for access to your account and to the email address you sign in with. If you notice any unauthorised use, let us know immediately.
• You may not use the website for illegal or fraudulent purposes, try to access areas or data not intended for you, automatically copy the website’s content or disrupt how it works.
• We may suspend access to the website or to an account and may refuse or cancel an order if we have reasonable signs of fraud or misuse of the website or of discounts. If you have already paid, we refund you in full.

3. Products

In short: we sell professional products. Our descriptions are written with care, but shades may look slightly different on screen. Read the instructions before use.

• Our products are intended for trained lash technicians and salons. Using them requires specialist training.
• The main characteristics of each product, for example curl, thickness, length or quantity, are listed on its page. Photos are for presentation only, and shades may differ slightly depending on your screen settings.
• Follow the instructions for use and storage on the packaging and on the product page. For example, the adhesive should be used within 4 weeks of opening, and you should close the cap tightly after each use.
• Products are available while stocks last. If a product you ordered is out of stock, we will let you know and offer you an alternative or refund you for it.

4. Placing an order and conclusion of the contract

In short: you add products to your cart, enter your details, choose how to pay and send the order. The contract is concluded when we confirm your order by email.

The steps for placing an order:

1. You choose the products and, where applicable, the curl, thickness and length, then add them to your cart. Products in your cart are not reserved until you place the order.
2. At checkout you enter your contact details and your delivery and billing address and choose a payment method. If you want an invoice for a business, you enter the company name and tax code.
3. Before you send the order, you see its summary: the products, prices, discounts, delivery cost and total to pay. You can correct any wrong details there, in the form fields or by going back to your cart.
4. You send the order by pressing the final order button. By doing so, you commit to paying the total shown.
5. We send you the order confirmation by email. Your order becomes final and the contract is concluded when we send you this confirmation.

We may cancel an order, letting you know and refunding any amount paid in full, if:

• the product is out of stock;
• the price or other essential information was obviously displayed in error and you do not agree to the correct version (see section 5.1);
• the payment was not accepted by the bank or by the payment processor;
• the contact or delivery details are incomplete or cannot be verified;
• we have reasonable signs of fraud.

If you want to change or cancel an order, write to us or call us as soon as possible. If it has not been shipped yet, we will try to change or cancel it, and if we cancel it, we refund you in full. If it has already been shipped, the return rules in section 8 apply.

5. Prices, discounts, payment and invoice

In short: prices include VAT, and you see the delivery cost before you send your order. You can pay cash on delivery, by card, with Google Pay or, for businesses, by bank transfer. Courses are paid on site.

5.1 Prices

• Prices are shown in lei (RON) for Romania and in euro (EUR) for the other European Union countries we deliver to. All prices include VAT.
• You see the delivery cost and any other costs in the order summary, before you send the order.
• The price that applies is the one shown when you place your order. We may change prices at any time, but changes do not affect orders already placed.
• If a price was obviously displayed in error, for example because of a technical fault, we will let you know before shipping and offer you the correct price. If you do not agree, we cancel the order and refund you in full.

5.2 Discounts and promotions

• The conditions of each discount, meaning the products included, the percentage and the period, are shown on the website, on the product or promotion page.
• Quantity discounts on lash trays, including premade fan trays (3 trays −5%, 4 trays −10%, 5 or more trays −15%), are applied automatically in the cart, with no code needed.
• Discounts cannot be combined. If an order meets the conditions for more than one discount, the one most favourable to you applies.
• Free delivery in Romania also applies together with the quantity discounts and with discount codes. The 300 lei threshold is calculated on the value of the products after discounts.
• Discount codes are used under the conditions announced with them, for example a validity period or single use.
• Bundles and special offers, such as the 3+1 Bundle, have their contents and price described on their page and are valid for the period announced and while stocks last.

5.3 Payment

• Cash on delivery: for deliveries in Romania only.
• Online by card (Visa, Mastercard) or with Google Pay: payments are processed by Shopify Payments, with Stripe as the payment processor. You enter your card details directly on the secure payment page, and we never see or store your full card number. We do not charge a fee for card payments.
• Bank transfer: for businesses.

Courses are paid on site, at the course, not online. Details in section 9.

Any fees charged by your bank, for example for currency exchange, are outside our control.

5.4 Invoice

We issue an invoice for every order, as required by law. If you want an invoice for a business, check the company details before you send the order. If you need a copy of your invoice, write to us at contact@hqlashes.com.

6. Delivery

In short: in Romania we deliver with Cargus, within 1–3 working days. In the other EU countries we deliver with DPD, within 3–10 working days. Free delivery in Romania on orders of at least 300 lei, and in other EU countries on orders of at least €200.

• We deliver to Romania and to the European Union countries listed in our Shipping Policy. We do not currently deliver to Malta or Cyprus, or outside the European Union.
• We deliver only to an address, by courier. We do not currently deliver to lockers or pick-up points.
• Orders placed on working days by 2 pm (Romanian time) ship the same day. Other orders ship on the next working day.
• Romania: with Cargus, within 1–3 working days of your order. Delivery costs 18 lei and is free on orders of at least 300 lei.
• Other EU countries: with DPD, within 3–10 working days, depending on the destination. Delivery costs €20 and is free on orders of at least €200.
• You receive the tracking number (AWB) by email as soon as your parcel ships.
• The times above are our usual delivery times. In any case, we deliver within 30 days of the conclusion of the contract. If there is a delay, we will let you know. If we do not deliver on time, you can give us an additional period, and if we still do not deliver, you can cancel the order and we will refund you in full without undue delay.
• Check your parcel in front of the courier. If the packaging is damaged, ask the courier for a damage report and let us know as soon as possible, ideally within 48 hours, at contact@hqlashes.com.

7. Transfer of risk and ownership

In short: we are responsible for your parcel until it reaches you.

The risk of loss of or damage to the products passes to you when you, or a person you name other than the courier, take physical possession of the parcel. Until then, if a parcel is lost or damaged in transit, we will send the products again or refund you. The products become your property on delivery, provided the price has been paid in full.

8. Right of withdrawal (14-day returns)

In short: you have 14 days from delivery to withdraw from the contract without giving a reason, and another 14 days to send the products back. Products sealed for hygiene reasons (adhesives, solutions, trays, premade fans, single-use consumables) cannot be returned once unsealed. You pay the return shipping. You can withdraw directly on the website, on the Withdraw from contract here page, without an account.

• 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 name other than the courier, take physical possession of the products. If the products in one order arrive in separate parcels, the period runs from receipt of the last parcel.
• How to do it: tell us your decision before the 14 days end. The easiest way is the Withdraw from contract here page, without an account: fill in your name, email, order number and the products, then press “Confirm withdrawal”. You can also email your statement to contact@hqlashes.com, with your order number and the products you are returning. You can use the model withdrawal form in our Return and Refund Policy, but you do not have to.
• Acknowledgement of receipt: we email you an acknowledgement of receipt of your statement, with its content 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). The same email includes the return address.
• Send the products back within 14 days of the date you told us about your withdrawal. You pay the direct cost of returning them. 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 with a courier of your choice.
• Refund: we refund the amounts paid for the returned products, including the cost of the original standard delivery, within 14 days of the date you told us about your withdrawal. We may withhold the refund until we receive the products back or until you send us proof that you have sent them, whichever happens first. We refund using the payment method used for the order; for cash on delivery orders, we refund by bank transfer to the account you give us. We do not charge any refund fees.
• You are only liable for any reduction in the value of the products resulting from handling beyond what is necessary to check their nature, characteristics and functioning. Please return them complete and, where possible, in their original packaging.
• Exceptions: under Article 16(e) of Romanian Government Emergency Ordinance no. 34/2014, the right of withdrawal does not apply to sealed products that cannot be returned for health protection or hygiene reasons and that were unsealed after delivery. In our store, these are: adhesives and adhesive accelerators; primer, remover and cleansing solutions; lash extension trays and premade fans; applicators, brushes, eye patches and other single-use consumables. All our products are shipped sealed, in a box with a protective film. Unsealing means breaking the film or opening the box. If the seal is intact, you can return them.

The cancellation rules for courses are in section 9.

9. Courses

In short: you book your place on WhatsApp, by phone or by email, we agree the date together, and you pay on site, at the course. Nothing is paid online. At the end you receive a certificate of attendance, which is not an accredited qualification.

• Each course page shows the topics, the instructor and the price.
• Booking: message us on WhatsApp or call us on +40 730 038 368, or email contact@hqlashes.com. The course date is agreed with you after you book.
• Payment: you pay the price shown on the course page on site, at the course. Nothing is paid online.
• At the end of the course you receive a certificate of attendance issued by the instructor. It is not an accredited qualification certificate.
• Cancellation: you can cancel your booking at any time before the course, free of charge and without giving a reason, by message, email or phone. If you cancel after the course has started, you only pay for the part of the course delivered up to that point.

10. Legal guarantee of conformity and faulty products

In short: if you receive a faulty, damaged or wrong product, write to us with photos. We will replace it or refund you, shipping included.

• Our products are covered by the legal guarantee of conformity under Romanian Government Emergency Ordinance no. 140/2021. We are liable for any lack of conformity that exists at the time of delivery and becomes apparent within 2 years of delivery.
• If a product is not in conformity, you are entitled, as provided by law, to have it repaired or replaced free of charge, within a reasonable time of no more than 15 calendar days of the date you notified us. In the cases provided by law, you are also entitled to a proportionate price reduction or to terminate the contract and get the price back.
• Faulty products, products damaged in transit or products other than those ordered: let us know as soon as possible, ideally within 48 hours of delivery, at contact@hqlashes.com, with your order number and photos of the product and the packaging. We will replace it or refund it in full, shipping included, at no cost to you. The 48-hour period helps us resolve things quickly, but it does not limit your legal rights.
• The guarantee does not cover normal wear or problems caused by use contrary to the instructions, improper storage, or use after the expiry date or after the recommended period from opening.

11. Reviews and content you publish

In short: reviews marked “Verificat” (Verified) come from people who bought the product on our website.

• Reviews are collected and displayed through the Judge.me app. After delivery, we may send you an email asking you to review the products you bought.
• Reviews marked “Verificat” (Verified) come from people who bought the product on our website. For reviews without this mark, we cannot confirm that the author bought the product.
• We may decline to publish or remove reviews with illegal, offensive, discriminatory or promotional content, or that are unrelated to the product or the buying experience.
• You are responsible for the text and photos you publish. When you leave a review, you agree that we may display it on the website under the name you chose.

12. Intellectual property

In short: the texts, photos and videos on the website are ours. Do not use them without our written consent.

The HQ Lashes brand, logo, texts, photos, videos, graphics and the structure of the website belong to S.C. KAROL SUITES S.R.L. or are used with the permission of their owners and are protected by law. You may view and save them for personal use, but you may not copy, modify, publish or use them commercially, for example in ads, on other websites or on social media, without our written consent.

13. Liability

In short: our products are professional, so use them according to the instructions.

• We are liable for performing our obligations under the contract, as provided by law.
• We are not liable for damage caused by using the products contrary to the instructions, by application by persons without specialist training or by improper storage.
• We are not liable for temporary interruptions of the website caused by maintenance, internet providers or other situations outside our control. We do our best to keep the website working properly and to restore it as quickly as possible.
• Nothing in these terms limits your statutory rights as a consumer or our liability where the law does not allow it to be limited.

14. Personal data and marketing messages

In short: we use your data to deliver your order. We only send you news and offers if you subscribe, and you can unsubscribe at any time.

• How we use personal data, who we share it with and what your rights are is explained in our Privacy Policy. You can read about cookies in our Cookie Policy.
• We only send you news and offers by email if you have subscribed. At checkout, the subscription box is not ticked.
• You can unsubscribe at any time, using the link in every email or by writing to us at contact@hqlashes.com.
• You will always receive messages about your order, for example the confirmation, shipping, tracking number or return, because they are needed to perform the contract.

15. Force majeure

In short: if a situation we cannot control prevents us from delivering, we will let you know. If it lasts a long time, you can cancel your order and we will refund you.

Neither we nor you are liable for failing to perform obligations because of force majeure, as defined by the Romanian Civil Code, for example natural disasters, fires, wars, epidemics or restrictions imposed by the authorities. The affected party informs the other as soon as possible. If the situation lasts more than 15 days, either of us may terminate the contract without damages, and we will refund in full any amounts paid for products not delivered.

16. Complaints, governing law and dispute resolution

In short: write to us first and we will find a solution together. If we cannot reach an agreement, you can contact the Romanian consumer protection authority (ANPC).

• You can send complaints to contact@hqlashes.com or make them by phone on +40 730 038 368, Monday–Friday, 09:00–17:00 (Romanian time). We aim to reply within 48 hours on working days and to find an amicable solution.
• These terms are governed by Romanian law. If you are a consumer living in another EU country, you keep the protection of the mandatory provisions of the law of your country.
• If we cannot reach an agreement, you can contact the Romanian National Authority for Consumer Protection (ANPC), anpc.ro. For alternative dispute resolution (SAL), you can file a request on the ANPC platform: reclamatiisal.anpc.ro. If you live in another EU country, the European Consumer Centre in your country can also help.
• Disputes that cannot be resolved amicably are settled by the competent courts under the law. If you are a consumer, you can sue us in Romania or in the EU country where you live, and we can only sue you in the country where you live.

17. Changes to these terms

In short: each order is governed by the version of these terms in force on the day you placed it.

We may update these terms, for example when the law or the way we work changes. A new version only applies to orders placed after it is published; orders already placed remain subject to the version in force when they were placed. The date of the last update is shown at the top of this page.

Questions?

Write to us at contact@hqlashes.com or on WhatsApp at +40 730 038 368. You can also find quick answers in our FAQ.