Refund Policy
Return, Refund & Exchange Policy – Leona Beauty
At Leona Beauty, we want you to feel confident in your purchase. Due to the hygienic nature of beauty products, we have specific guidelines for returns, refunds, and exchanges.
Non-Returnable Items
For hygiene and safety reasons, all lashes, cluster lashes, and lash tools are non-returnable once opened or used, unless proven defective.
We do not accept returns or exchanges for:
• Opened or fully used lashes or tools (unless proven defective)
• Sale or promotional items
• Gift cards
Eligible Returns & Refunds
You may request a return or refund within 7 days of receiving your order, provided that one of the following conditions is met:
• The item is unopened, unused, and in its original packaging, or
• The item is damaged, defective, or incorrect, and the defect is proven with clear evidence
Additional requirements:
• Photo or video proof must be provided within 48 hours of delivery
• The return request must be approved before sending any item back
Requests made outside this timeframe will not be accepted.
Partial-Use Lash Policy (Cluster Lashes Only)
For cluster lashes only, we may accept a return or replacement if no more than 20% of the product has been used and the product is proven to be defective. At least 80% of the clusters must be returned.
Example:
If a box contains 100 clusters, no more than 20 clusters may have been used.
All partially used items are inspected upon receipt. If the product is found not to be defective, it will be returned to the customer and return shipping costs will not be covered.
Exchanges
Exchanges may be requested within 7 days of delivery. Items must meet the return eligibility criteria. Exchanges are subject to product availability. Customers are responsible for exchange shipping costs unless the exchange is due to our error.
Faulty, Damaged, or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us within 48 hours of receiving your order and provide photo or video evidence. All faulty items are tested upon receipt.
If an item is found not faulty and outside the return period, it will be returned to the customer and shipping costs will not be reimbursed.
How to Request a Return or Exchange
To start a return or exchange, contact us via WhatsApp or email with your order number and reason for the request. We will review and approve or decline your request within 24 hours. If approved, you will receive return instructions via email. Items sent without prior approval will not be accepted.
Refund Processing
Approved refunds are issued to the original payment method. Refunds apply to the product price only. Original shipping fees are non-refundable. Refunds are processed within 5–7 business days after inspection. Banks or payment providers may take additional time to reflect refunds.
Return Shipping Responsibility
Customers are responsible for return shipping costs. Return shipping fees are non-refundable. Items must be securely packaged to avoid damage during transit. We are not responsible for items lost or damaged during return shipping.
Contact Us
For any questions regarding returns, refunds, or exchanges, please contact us.
WhatsApp: +971 50 757 6904
Email: leonabeauty.ae@gmail.com
Response time: within 24–48 hours
Final Notes
By purchasing from Leona Beauty, you agree to this Return, Refund & Exchange Policy.