Refund policy

Last updated: 23 October 2026

This policy applies to UK purchases from The Eleventh Lab, including our Magnetic Lash Kit, two-kit and three-kit sets, USB Heated Eyelash Curler and Brow Stamp Kit.

Changing your mind

You can cancel an online purchase without giving a reason. Tell us within 14 days after the day you, or someone you nominate, receives the goods. If items from one order arrive separately, the period runs from receipt of the last item.

Email info@theeleventhlab.com with your order number, if available, and a clear statement that you wish to cancel. You can cancel before delivery too. Using the cancellation form below is optional.

Sending a return

After telling us you wish to cancel, send the goods back within 14 days. Email us for the correct return address and instructions before posting; a return address may differ from the dispatch address on your parcel. Contacting us for instructions does not make your right to cancel subject to our approval.

You pay the direct cost of returning an order when you change your mind. We cover reasonable return costs where goods are faulty, damaged or not as described, or we have sent the wrong item. Keep proof of posting.

Please take reasonable care of the goods and return the parts supplied with the item, including the applicator and storage case where applicable. Original packaging helps protect the return, but it is not a blanket condition of your statutory rights.

Inspecting beauty products

You may inspect goods as you would in a shop. We may reduce a change-of-mind refund only for a loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

A hygiene exception applies only where goods were supplied sealed, are genuinely unsuitable for return for health or hygiene reasons once unsealed, and that seal has been broken after delivery. It does not automatically exclude every beauty product or accessory. Your rights concerning faulty goods remain unaffected.

Your refund

For a valid cancellation, we refund the amount due using your original payment method, without a refund or restocking fee. We make the refund within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. If there are no goods to return, we refund within 14 days of being told of the cancellation.

When you cancel the whole order, we also refund any charge for our least expensive standard delivery service. Standard UK delivery is currently free. If you chose Faster delivery for £3.99, that additional delivery charge is not refundable for a change-of-mind cancellation. Different rights apply when we are responsible for a problem.

For a partial return from a discounted set, any refund reflects the amount actually paid for the returned goods and the set discount. We will explain the calculation; we do not impose an undisclosed cancellation penalty.

Faulty, damaged or incorrect goods

Your goods must be of satisfactory quality, fit for purpose and as described. Where these requirements are not met, UK consumer law normally gives you a short-term right to reject the goods within 30 days, followed by rights to repair, replacement, a price reduction or a refund as applicable. These rights can continue beyond our change-of-mind period.

Contact info@theeleventhlab.com and describe the problem. An order number or other proof of purchase helps us find your order. Photographs can help us resolve an issue, but they are not a condition that removes your statutory rights. We will explain the appropriate remedy and any return arrangements.

Optional cancellation form

To: The Eleventh Lab, info@theeleventhlab.com
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if this form is sent on paper:

Delete whichever wording does not apply. You may send this information by email instead of using a signed form.

Nothing in this policy limits your statutory rights. For delivery information, see our Shipping policy.