Returns & Refunds Policy

We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

Return eligibility

To qualify for a return, your item must be:

• Unused, unopened and in the condition in which it was received

• In its original, undamaged packaging with any hygiene or safety seals intact

• Accompanied by a receipt or other proof of purchase

For hygiene and safety reasons, lash lift solutions, adhesives, cosmetics, applicators and other personal-care products cannot be returned once opened or used, unless they are faulty, damaged or incorrect.

Starting a return

To request a return, email support@hayalishop.com with your order number and reason for returning the item.

Approved returns must be sent to:

43A Blean Hill, Canterbury, Kent, United Kingdom, CT29EF

Please do not return an item before contacting us. Returns sent without prior approval may not be accepted.

If your return is approved, we will provide return instructions. Where applicable, we will also provide a return shipping label. Unless the item is faulty, damaged or incorrect, return-shipping costs may be deducted from your refund or remain your responsibility.

For any questions about a return, contact support@hayalishop.com.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If an item is damaged, defective or incorrect, contact us promptly at support@hayalishop.com and include your order number, a description of the issue and clear photographs where possible.

We will assess the issue and arrange an appropriate replacement, refund or other resolution.

Items that cannot be returned

Unless faulty, damaged or incorrect, we cannot accept returns of:

• Opened or used lash lift solutions, adhesives or cosmetic products

• Products with broken or removed hygiene or safety seals

• Disposable applicators or other personal-care items that have been opened

• Custom-made or personalised products

• Gift cards

• Clearance or final-sale items, where permitted by law

• Hazardous materials, flammable liquids or gases

Please contact us before ordering if you are unsure whether a particular product can be returned.

Nothing in this policy limits your statutory consumer rights.

Exchanges

We do not offer direct exchanges. The fastest way to receive a different item is to return the original item, if eligible, and place a separate order once your return has been accepted.

European Union and United Kingdom cancellation rights

If your order is delivered to the European Union or United Kingdom, you may have a legal right to cancel it within 14 days of receiving it without providing a reason.

To exercise this right, contact support@hayalishop.com within the applicable cancellation period. Products must be returned unused and in their original packaging. Sealed goods that are not suitable for return for health-protection or hygiene reasons may be excluded once their seal has been broken.

These cancellation rights are separate from your rights when an item is faulty, damaged or not as described.

Refunds

We will notify you after receiving and inspecting your return and confirm whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Your bank or card provider may require additional time to process and display the refund.

Original delivery charges and return-shipping costs are non-refundable unless required by law or the return relates to a faulty, damaged or incorrect item.

If more than 15 business days have passed since we approved your refund, contact support@hayalishop.com.