Refund policy

RETURN & REFUND POLICY

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS APPLY.

Is it possible to return my order?

Yes, it is possible.

If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receiving them.

In this case, the order must meet the following conditions:

  1. The order still contains all the appropriate parts, components and the packaging must arrive exactly as the product was received.

  2. The product shows normal handling only. Damage caused by careless handling is excluded.

  3. Products for which hygiene is important must be thoroughly cleaned before starting the return process.

  4. The product must have been reported defective immediately after receiving it.

  5. We have the right to charge the customer for the return shipping costs.

  6. The return will be processed within 7 business days, and if the conditions are met, the return will be officially recognized within this period.

  7. The product must be returned in its original box and packaging. Returns without the original packaging will not be accepted.

  8. Due to hygiene and safety reasons, beauty products such as magnetic lashes cannot be returned if they have been opened, tried on, or used. Once the product seal or packaging has been opened, the item is considered used and non-returnable.

  9. For hygiene reasons, opened or used lashes cannot be returned or refunded.

*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the conditions above, please follow the steps below to start the return process.

Send an email to:

infothenayra@gmail.com

Make sure the email includes the following:

  • Order number

  • Reason for the return request

  • Photo of the product in case of damage

  • Customer first and last name

  • Customer address

We will then contact you and provide the return address.

⚠️ Never send the return to the sender. We will provide the correct return address after you request the return.

The customer is responsible for the return shipping costs.

Cancellation Conditions

Right of cancellation

The cancellation period is 14 days from the day on which you or a third party named by you (who is not the carrier) has received the goods.

Because we operate with a fully automated order processing system, orders are processed immediately after they are placed.

Therefore, we cannot interrupt the shipping process once the order has been processed, and cancellations are not possible once the goods are already in transit.

Registration for shipments in transit

Since our products are shipped from Asia, longer transit times may occur which are outside of our control.

If the goods are already on their way to you, cancellation is not possible.

Please wait until you have received the goods and then return them if necessary.

You may notify us of your cancellation in advance.

To ensure the fastest possible return process, we ask you to send us a shipping confirmation once the return has been shipped.

Consequences of cancellation

If you cancel this contract, we must reimburse all payments we have received from you excluding delivery costs.

The refund will be processed no later than fourteen (14) days from the day we receive the returned goods and confirmation of cancellation.

Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.

No additional refund fees will be charged.

IMPORTANT NOTICE

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.