Refund policy

EXTND Return & Refund Policy

At EXTND, we take pride in delivering high‑quality lash extension products designed for exceptional performance and longevity. Your satisfaction matters to us, and we aim to ensure every order arrives in perfect condition. This policy outlines how returns, refunds, and replacements are handled for purchases made through the EXTND website.

Change of Mind
Due to the hygienic nature of lash products, we cannot accept returns or offer refunds for change‑of‑mind purchases. All sales are final once your order has been shipped.

Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, we will happily replace the item or issue a refund. To qualify, you must notify us within 5 days of receiving your order. Please email our support team with your order number, a brief description of the issue, and clear photos or videos showing the fault or damage. After investigation, if approved, we will arrange a replacement or refund promptly.

Lost or Missing Parcels
If your parcel is delayed, lost, or marked as delivered but cannot be located, please contact us. We will assist you in lodging an investigation with the courier. Refunds or replacements for lost parcels are issued at EXTND’s discretion once the investigation is complete.

Exchanges
We do not offer exchanges on any products due to hygiene and safety standards.

Refund Processing Times
Once approved, refunds are processed back to your original payment method. Processing times may vary depending on your bank or payment provider.

International Orders
International customers are responsible for any customs fees, duties, or taxes. Refunds will not be issued for parcels refused due to unpaid customs charges.

Need Help?
If you have any questions or concerns about your order, our team is here to support you at hello@extnd.au