Return Policy
We are a B2B factory, not a retail store. Returns in the retail sense (change-of-mind, size exchange, no-questions-asked refund) do not apply here. What we do offer is a replacement guarantee on defective goods identified within the 7-day inspection window after delivery. This policy covers how that works.
What Qualifies For Replacement
Goods that fail the agreed specification; goods damaged in transit (if insurance covers them); goods with manufacturing defects such as band curling, fiber shedding, or adhesive separation beyond our 5% QC sampling tolerance. Replacement does not cover shade or texture preferences, cosmetic variation within production tolerance, or wear-related complaints after use.
Inspection Window
You have 7 working days from delivery of the carton at your dock to inspect and report defects. For large consignments (above 2,000 sets), we extend this to 14 working days to allow for warehouse unpacking and incoming-QC inspection on your side.
How To Report A Defect
Message Jason on WhatsApp with: (a) the invoice or PO number, (b) the specific SKU and batch code shown on the tray, (c) photographs of the defect under even lighting, (d) a description of the defect and the approximate percentage of the batch affected. We acknowledge inside two hours during Beijing business hours.
Replacement Procedure
Once we confirm the defect, we produce the replacement batch at our cost and ship it to you on the next scheduled consignment. For urgent replacements, we air-freight at our cost (DHL or FedEx). We do not require you to return the defective goods first; dispose of them per local regulation. For significant defect rates (above 5% of the batch), we also credit a proportional refund against your next order.
What Does Not Qualify
Change of mind after signed sample approval. Wear-related complaints such as "shoppers reported the lash came off at hour 20" when hour 24 is the standard spec. Minor color variation between batches within our stated tolerance. Mislabeled consignee or shipping address when you supplied the information. Delay caused by your end-user customs clearance.
Sample Approval Binds The Spec
When you sign off on a sample before mass production, that signed sample is the spec. Goods produced to match the signed sample are not defective, even if you change your mind afterward. Protect yourself by inspecting the sample carefully; the full approval checklist is on our Samples page.
Insurance Vs Factory Replacement
Shipping damage covered by insurance (CIF or DDP shipments) is handled by the insurer, not by factory replacement. Manufacturing defects are our responsibility and are handled under this policy. For borderline cases where it is unclear whether damage was in transit or at the factory, Jason works through the photos with you on WhatsApp.
Governing Law
This policy is governed by the laws of the People's Republic of China. Disputes are handled per our Terms of Service.
Contact Us
Email: jason@clusterlashesfactory.com. WhatsApp: +86 185 6266 2895.
Questions? Reach Jason
Message Jason on WhatsApp for any question on this policy. Response inside two hours during Beijing business hours.