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Fangyal Returns & Refund Policy

At Fangyal, we provide high-quality lash products and premium training experiences. Every product is carefully quality-checked to ensure professional standards and consistent results. This policy explains your rights and our procedures regarding refunds, returns, and training bookings in line with UK consumer law and, where applicable, EU consumer protection law.

1. Lash Products

1a) Hygiene Notice
Due to hygiene and safety regulations, we cannot accept returns on any lash products that have been opened, used, or had the seal broken.

1b) Faulty or Incorrect Items
If you believe your product is faulty, damaged, or not as described, contact us within 7 days of receiving your order, with your order number, product name, and clear photos or video of the issue. Once reviewed, if a fault is confirmed we will offer a replacement or store credit, with refunds issued only where a replacement isn't possible. Fangyal isn't responsible for issues caused by incorrect storage, improper use, or use with incompatible tools or products.

1c) Returns (Unopened Items Only) — UK Customers
We accept returns on unused, unopened items in original sealed, resaleable packaging, requested within 14 days of receiving your order, with proof of purchase. If approved, you'll receive a refund or store credit excluding shipping costs; return postage is the customer's responsibility unless the item is faulty or incorrect. We reserve the right to refuse returns that don't meet these conditions.

1d) Right of Withdrawal — EU Customers
If you're ordering from within the EU, you have a statutory right to cancel your order within 14 days of receiving the goods, for any reason, without needing to give a justification. To exercise this right, email hello@fangyal.com within 14 days of delivery stating you wish to withdraw from your purchase, along with your order number.

Once you've notified us, you have a further 14 days to return the goods. Refunds will be issued within 14 days of us receiving the returned goods (or evidence of return shipment), via your original payment method, and will include standard delivery costs but not any return postage, which is your responsibility.

Exception: in line with Article 16(e) of the EU Consumer Rights Directive, this right of withdrawal does not apply to lash products once the hygiene seal has been broken, as these items cannot be resold for health and hygiene reasons. Unopened, sealed items remain fully eligible for withdrawal under this clause, separately from the discretionary returns terms in 1c.

1e) Return Timeline
Approved or statutory returns must be sent back within 14 days of approval or withdrawal notice. Items received after this period may not be eligible for a refund.

2. Lash Training & Online Courses

2a) In-Person Training
Bookings for in-person training are for a specific date and time and, in line with Article 16(l) of the EU Consumer Rights Directive (leisure/specific-date services), are exempt from the standard right of withdrawal once booked. Deposits are strictly non-refundable. Rescheduling requires a minimum of 14 days' notice; requests within 14 days may not be eligible for transfer, and failure to attend without notice results in loss of payment.

2b) Online Courses & Digital Products
Digital courses and materials are non-refundable once accessed. As this is a digital service delivered immediately on purchase, you will be asked to give explicit consent at checkout acknowledging that you lose your 14-day right of withdrawal once you begin accessing the content. Until access begins, EU customers retain the standard 14-day withdrawal right.

3. Goodwill Replacements
On occasion, Fangyal may offer a one-time goodwill replacement or credit at our discretion. This is not guaranteed and is offered purely as a gesture of customer care, separate from your statutory rights above.

4. How to Submit a Claim
Email hello@fangyal.com with your order number, product name, clear evidence (photos/video), and a description of the issue. Our team will respond within 3–5 working days.