Refund policy

Refunds, Returns & Course Policy

Islashboutique Group Pty Ltd · Last updated [date]

The short version

Products: 30 days to return something unused and unopened. Faulty or wrong items are always fixed.
Courses: Once you have your login or your kit, the course is not refundable for change of mind. You have 12 months of access.
The 30 Day Learning Guarantee (on courses that carry it): do every assignment and apply every piece of feedback for 30 days. If you still can’t perform the skill, we refund what you paid and you keep your kit and inclusions.
Your consumer rights: Nothing here takes away your rights under the Australian Consumer Law. If this policy and the law say different things, the law wins.

Questions: support@islashboutique.com. We reply within one business day.

Part A — Products (kits, supplies, equipment)

1. Changed your mind?

You can return an eligible product within 30 days of delivery if it is unused, unopened and in its original packaging, and you have proof of purchase.

Email support@islashboutique.com before sending anything. We will approve the return and send you a prepaid label. Items sent without approval cannot be accepted, and returned items must arrive in saleable condition.

Because of hygiene and safety rules, we cannot accept change-of-mind returns on opened or used beauty products, personalised items, perishable goods, flammable liquids, sale items or gift cards.

2. Faulty, damaged or wrong item?

Check your order when it arrives. If something is wrong, email us with a photo. We will replace it, repair it or refund it, as the Australian Consumer Law requires.

Please tell us within 3 days so we can sort it quickly. That 3-day window is for our own goodwill replacements; it does not limit your rights under the Australian Consumer Law for goods that are faulty, not as described or not fit for purpose.

3. Exchanges

Return the eligible product first, then place a new order.

4. How refunds are paid

Approved refunds go back to the payment method you used. Your bank or payment provider may take a few days to show it.

5. Dispatch and delivery

We dispatch within 2 business days of your order, by Australia Post, and email you a tracking number.
Allow up to 10 business days for delivery. Remote areas can take longer.
Large items such as beauty beds ship separately and more slowly.

Part B — Courses

6. What you are buying

When you enrol you are buying a licence to access our training content, trainer assessment of your work, and the kit or equipment included in your package.

7. Access period

Online course access runs for 12 months from the date your login is issued. If you need longer, email us before it expires; extensions are at our discretion.

8. Refunds for change of mind

Deposits secure your place and cover preparation costs. They are not refundable for change of mind.
Online courses are not refundable for change of mind once your login has been issued or your kit has been dispatched.
In-person courses can be cancelled up to two weeks before the start date for a refund of anything paid above the deposit. Within two weeks of the start date, no change-of-mind refund.
Exceptional circumstances (for example, documented serious illness) can be put to us in writing within 10 days of purchase. If we approve a partial refund, course materials must be returned at your cost and used items may be deducted.

Opening course content, including watching videos or downloading files, confirms you accept this policy.

This section is about change of mind. It does not limit your rights under the Australian Consumer Law, and it does not affect the 30 Day Learning Guarantee in Part C.

9. Moving a classroom date

Classroom courses can be rescheduled before the booked date. Rescheduling within two weeks of the date costs a $200 transfer fee, which is not refundable once applied.

10. Payment plans and finance

If you choose a payment plan, you agree to complete every payment, whether or not you finish the course.
If payments are missed, we may pause your course access until the account is up to date. Continued non-payment may be referred to a collections agency, and reasonable collection costs may be added.
If you paid through a third-party finance provider and you cancel for a reason that is not our fault, any merchant cancellation fee the provider actually charges us may be passed on to you.

11. Agreement

By paying, in full, by deposit or by payment plan, you confirm you have read and accept this policy.

Part C — Islashboutique 30 Day Learning Guarantee

1. What it is

A promise from Islashboutique Group Pty Ltd, on top of your Australian Consumer Law rights: work through the course as set out below for 30 days, and if you still cannot perform the skill, we refund what you paid for the course and you keep your kit and any other inclusions.

It is a learning guarantee. It does not promise income, clients or business results.

1.1 Same guarantee, whatever we call it

On our website, in ads, in emails or texts, or on a call, we may call this the “30 Day Guarantee”, “30 Day Learning Guarantee”, “Learning Guarantee”, “Boutique Pledge”, “Lash Expert Guarantee”, or “master it in 30 days or we refund you”. They all mean this one guarantee, on these terms. If marketing wording and these terms differ, these terms apply.

2. Which courses it covers

The guarantee applies to our online courses: the Online Eyelash Extension Course, All in One Brow Course, Online Teeth Whitening Course, Online Lash Lift & Tint Course, Online Spray Tan Course, Online Tooth Gem Course, and any other online course whose page or enrolment confirmation states that the 30 Day Learning Guarantee is included, under whatever name the course is sold. It does not apply to in-person or classroom courses, or to supplies or equipment bought on their own.

3. When the 30 days run

Your Guarantee Period is 30 consecutive calendar days. It starts on the day you first log in, or 14 days after your login is issued, whichever comes first.

If your kit has not been delivered by that day, the period instead starts on the day your kit is delivered, so a delivery delay never costs you guarantee time. Tracking records decide the delivery date.

Once started, the period cannot be paused, split or restarted unless we agree in writing, for example for documented illness.

4. What you need to do

To qualify, during your Guarantee Period you must:

Submit every assignment, in order, including all live-model practical assessments.
Implement feedback. When a trainer gives you feedback, apply it and resubmit within 7 days. Complete any extra practice work a trainer reasonably asks for.
Stay engaged. Do not go more than 10 days without a submission, a resubmission or a reply to a trainer. If you tell us you want to stop, or you stop submitting before the 30 days are up, the guarantee no longer applies. Withdrawing is change of mind.
Submit your own work. Every photo and video must show work you did yourself, on real practice materials or models, captured by you. AI-generated, edited, stock or someone else’s work ends your eligibility permanently and may lead to termination of access.

4A. What the guarantee does not cover

The guarantee is for a student who does the work and still cannot learn. It does not cover:

Change of mind, deciding not to continue, or no longer wanting to offer the service.
Feedback not applied. If a trainer tells you what to change and your next submission shows the same thing, that is not a learning failure. Example: you are told to use less adhesive and the resubmission uses the same amount.
Skipped or out-of-order work, including practising on clients before the relevant assessment is approved.
Lost, damaged, used-up or expired products. You are responsible for your kit once delivered and for using products within their shelf life. Replacement supplies can be bought from us at any time.
Not having a model. Live-model assessments need a real person. Finding one is part of the course.
Things outside our control, such as your availability, illness without documentation, your internet or devices, or your decision to work on the course less often than the 30 days require.
Business outcomes. Income, bookings, client numbers or how your area responds to the service.
Other courses or products bought at the same time that do not carry the guarantee.

5. How to claim

Email support@islashboutique.com within 14 days after your Guarantee Period ends. Tell us specifically what you still cannot do, and send any records we reasonably ask for. We reply within 5 business days.

6. How we decide

We check your claim against our records of logins, submissions, feedback and messages. We may ask for original files, time-stamped progress photos or a live video demonstration.

7. The refund

If your claim is accepted, we refund the full amount you paid for the course to your original payment method within 14 days. A discount or promotional price does not reduce your refund.

8. Your kit and inclusions

Your kit, equipment and anything else supplied with the course are yours to keep, whether or not your claim is accepted.

9. Support while you learn

Trainers review every submission within 24–48 business hours. If you are stuck at any point, email support@islashboutique.com; we reply within one business day.

10. Your consumer rights

Nothing in this guarantee limits, excludes or changes your rights under the Australian Consumer Law. It is extra.

11. Which version applies

The version published on our website on the day you enrolled. We keep dated copies of every version.

12. Law

Australian law; Australian courts.

Islashboutique Group Pty Ltd · 18/52 Hawkins Crescent, Bundamba QLD 4304 · support@islashboutique.com