Refund policy

Terms and Conditions of Supply and Refunds

We do our absolute best to provide you with the highest quality products and services, delivered with care and skill, and we check all products before they are shipped out of the warehouse.

If a delivery has been damaged in transit, is faulty, there are products missing or you have received the wrong products in error, you must notify us in writing within 7 working days of receiving the parcel on helpme@merlinlashandbeauty.com

In the email please list:
Your full name
Telephone number
Date of the order
Order number
Description of the issue and with what products from the order it is relating to.

We will contact you to discuss the matter and find an appropriate solution, such as a replacement product upon the return of the faulty product or other.

We will cover the postal cost only when there has been fault with the product or a product has been missed from the order. We require the postal receipt sent to us with the goods and above information stated in the initial communication.

Right To Cancel

When you receive your order, as per the Distance Selling Directive, you have 14 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned unused, unopened, and in the same condition as they were originally dispatched from Merlin Lash and Beauty Ltd. They must be sent to us via recorded or trackable postal service. You will be responsible for the cost of returning the goods to us. There will be no refund of the cost of returning the goods or for the original shipping fee paid from the order being returned. Any free gifts sent must be returned at the same time.

Providing you have complied with the above, upon receipt of your returned products we will provide you with either a credit note or a refund for the price of the products, excluding any delivery charges.

Credit notes are valid for one year from the date of issue and may only be used towards the purchase of other products from us.

Regulations state for orders over £42 Customers have:

14 days after item received to cancel.
14 days to return after notifying desire to cancel.
14 days to receive refund after item received by seller.
30 days to notify non-receipt of delivery.

These conditions do not affect your statutory rights.

Failed Delivery Attempt

Where our delivery partner has been unable to deliver goods through no fault of the courier (ie you are not in or have entered the wrong address etc.) and is subsequently returned to us, we will not refund for shipping and the cost incurred to us for the courier returning the goods will be deducted from any refunds. Where the goods are to be sent out again a shipping charge will apply again.

If you would like to discuss any of the above please email us on helpme@merlinlashandbeauty.com