This policy applies to all purchases made through knightlycosmetics.com and complies with the Australian Consumer Law (ACL). Please read it carefully before placing your order.

Knightly Cosmetics does not offer change of mind returns or refunds. Due to the nature of our products and strict hygiene requirements, all sales are final unless a product is confirmed to be faulty, damaged, or not as described.

1. NO CHANGE OF MIND RETURNS

Knightly Cosmetics does not accept returns or issue refunds on the basis of a change of mind, incorrect ordering, or a product not meeting personal preference expectations.

Lashes are a cosmetic product applied directly to the eye area. For hygiene and product safety reasons, we are unable to resell or restock any lashes once they have left our warehouse, regardless of whether they have been used. This applies to all products across our range.

We encourage all customers to carefully review product descriptions, style guides, and specifications on each product page before purchasing. If you have any questions about which style is right for you, our team is happy to help prior to your purchase at support@knightlycosmetics.com.

2. WHEN YOU ARE ENTITLED TO A REMEDY

Under the Australian Consumer Law, you are entitled to a remedy if a product:

• Is faulty or has a manufacturing defect

• Is damaged upon arrival

• Is not as described or significantly different from what was represented on our website

• Does not do what it is supposed to do

In these circumstances, Knightly Cosmetics will offer a replacement of the same product or, where a replacement is not available, a refund to your original payment method. We do not offer exchanges for a different style or product.

Your rights under the Australian Consumer Law cannot be excluded, restricted, or modified. Nothing in this policy is intended to do so.

3. ORDER CANCELLATIONS

Orders may only be cancelled prior to fulfilment. Once an order has been processed or dispatched, cancellation requests cannot be accommodated.

To request a cancellation, please contact us at support@knightlycosmetics.com as soon as possible after placing your order, during business hours. Please include your order number, or if unavailable, your full name, shipping address, and phone number.

If your order has already been fulfilled or dispatched by the time your request is reviewed, the cancellation will be denied and the order cannot be recalled from the courier.

4. REPORTING A FAULTY OR DAMAGED PRODUCT

If you believe your product is faulty, damaged, or not as described, you must contact us within 7 days of your recorded delivery date. Claims made outside of this window may not be accepted.

To lodge a claim, please email support@knightlycosmetics.com with all of the following:

• Your order number

• A clear description of the issue

• Photos or video clearly showing the fault or damage

• Your full contact details

Our team will review your claim and respond as soon as possible. Where additional information is required, we may contact you before making a determination.

If your claim is approved, we will arrange a replacement of the same product. If the product is no longer available, a refund will be issued to your original payment method within 3–7 business days of approval.

If your claim is not approved, you will be notified via email with an explanation.

5. DAMAGED OR MISSING ORDERS

If your order arrives damaged, contains missing items, or fails to arrive altogether, please contact us at support@knightlycosmetics.com within 7 days of the recorded delivery date. Please include:

• Your order number and proof of purchase

• Photos or video of the damaged packaging and/or affected items

• Your full contact details

We will liaise with the courier on your behalf and advise you of the outcome. Where damage or loss is confirmed, we will arrange a replacement or refund as appropriate.

6. FAULTY PRODUCT ELIGIBILITY

To be eligible for a faulty product claim, the following conditions must be met:

• The product must have been purchased within 30 days

• The fault must be due to a manufacturing defect, not wear, misuse, or improper handling

• Proof of purchase must be provided

• Supporting photos or video of the fault must be submitted

Claims will not be approved where damage has resulted from incorrect application, improper storage, or failure to follow the care and usage instructions provided. This includes, but is not limited to, exposure to excessive heat or moisture, or physical damage caused during use.

7. ALLERGIC REACTIONS & SENSITIVITIES

All ingredients used in Knightly Cosmetics lash adhesives are listed on our product pages. It is the customer's responsibility to review these ingredients before purchase and use, particularly if you have known allergies, sensitivities, or skin conditions.

Knightly Cosmetics cannot be held liable for adverse reactions resulting from use of our products where the customer has not taken reasonable steps to review ingredient information prior to purchase.

If you experience an allergic reaction or adverse effect following use of a Knightly Cosmetics product and wish to make a claim, you must provide written documentation from a licensed medical practitioner who has physically examined the affected area. Self-diagnosis or assessments conducted via video consultation will not be accepted.

We recommend performing a patch test before first use if you have a history of skin or eye sensitivity. Apply a small amount of adhesive to the inner wrist and wait 24 hours before use.

8. USER ERROR

Our products are designed for ease of use; however, dissatisfaction or damage resulting from incorrect application, improper storage, or failure to follow usage instructions is not covered under this policy.

Examples of user error include, but are not limited to:

• Incorrect lash application technique causing dam
  

• age to natural lashes

• Storing products in high heat, humidity, or direct sunlight

• Failure to follow the care and application instructions provided

Refunds or replacements will not be issued where the product has performed as intended and any dissatisfaction is attributable to application error or personal preference.

9. GENERAL CONDITIONS

The following conditions apply to all approved claims:

• Refunds apply to the original product purchase price only — original shipping fees are non-refundable

• Products purchased during a sale or with a promotional discount code will be refunded at the discounted price only

• Refunds will be issued to the original payment method within 3–7 business days of approval

• Knightly Cosmetics reserves the right to reject any claim that does not meet the conditions set out in this policy

If you have any questions about this policy or need assistance with an order, please don't hesitate to reach out to us at support@knightlycosmetics.com. We are committed to resolving any genuine product issues fairly and promptly.