Return & Refund Policy

Beauty services cannot be “returned”, but they can absolutely be put right. This policy explains exactly what we will do when something is not as it should be — with your lashes, your brows, or a product you bought from our shelf.

Our 72-hour promise on lash sets

If you lose more than a quarter of a fresh set within 72 hours despite following the aftercare guidance, contact us with a photo. We will invite you back for a complimentary express infill at the earliest available slot. Genuine early loss is almost always fixable, and we would rather see you than debate you.

Lifts, laminations and tints

If a lash lift or brow lamination visibly drops within the first seven days, we will redo it once at no charge after checking that a redo is safe for your hair. Tint and henna fading depends heavily on skin type and cleansing habits; where fading is unusually fast we will offer a complimentary top-up within seven days.

When we refund a service

We offer a full or partial refund of the service price where:

• we cannot offer a fix appointment within ten days of your report; or
• a fix has been attempted and the result still falls short of what was agreed at consultation; or
• you experience a confirmed adverse reaction to a product we applied (a medical note may be requested).

Refunds are returned by the method you paid within fourteen days of approval. Deposits for appointments we cancel are always refunded in full.

What falls outside the promise

• Normal shedding with the natural lash cycle after the first 72 hours.
• Loss caused by oil-based products, lash curlers, extension picking or sleeping masks pressed against the eyes.
• A change of heart about length, curl or shape after the mirror sign-off at your appointment — though we will always quote fairly for an adjustment.
• Work done over another salon's set that we advised removing first.

Retail products

Unopened aftercare products (cleansers, serums, spoolies in sealed packaging) may be returned within fourteen days of purchase with your receipt for a full refund or exchange. For hygiene reasons, opened products cannot be returned unless faulty. Faulty items are refunded or replaced regardless of opening — that is your right under Malaysian consumer law, and we honour it without drama.

How to raise a concern

Email [email protected] or call +60 3-2201 4855 within the windows above, ideally with photos in daylight. Concerns are reviewed by the studio manager, not the artist involved, and you will hear back within two working days.

Nothing here limits your rights

This policy sits alongside, and never beneath, your statutory rights under the Consumer Protection Act 1999 (Malaysia).