Because lash and brow treatments are personal services rather than products, this policy explains how we put things right when needed. We always aim to be fair.
If something isn’t right
Your happiness with your treatment matters to us. If you’re unhappy with a lash set or brow treatment, contact us within 72 hours and come back so we can assess and adjust it at no charge. This complimentary fix is our first and best remedy, and it resolves the vast majority of concerns.
Refunds on treatments
As services are performed at the time of your visit, completed treatments are generally non-refundable. Where an issue can’t be resolved with an adjustment and is clearly due to our work, we’ll offer a partial or full refund at our discretion, or a credit towards a future visit — whichever you prefer.
Retention & premature loss
Extension retention depends heavily on aftercare and your natural lash cycle, so ordinary shedding over the weeks after your appointment isn’t grounds for a refund. If you lose an unusual number of extensions within the first few days and have followed the aftercare guidance, get in touch — we’ll top up the set for free.
Deposits
Deposits secure longer appointments and are credited to your treatment on the day. A deposit is fully transferable if you reschedule with at least 24 hours’ notice. Deposits for appointments cancelled with less than 24 hours’ notice, or missed entirely, are non-refundable, as the slot can rarely be re-filled.
Cosmetic brow procedures
Cosmetic brow treatments include a scheduled touch-up in the price. Because healed results vary with skin and aftercare, the initial and touch-up sessions together form the complete service; individual sessions aren’t refundable once performed.
Gift cards
Gift cards are non-refundable and can’t be exchanged for cash, but they never expire and are fully transferable to another person.
How to reach us
To raise anything under this policy, email [email protected] or call +60 3-2856 7190. This policy sits alongside your rights under Malaysian consumer law, which it does not affect.