Prolong Lash™ Terms and Conditions

Effective Date: 10/07/2025

PURCHASING POLICY

All product orders are subject to applicable Government taxes (including GST). All prices listed on the website are in Australian Dollars (AUD) and are inclusive of GST.

Prolong Lash™ product prices and special offers are subject to change without notice at any time. Postage, handling, and (where applicable) insurance charges will be added at checkout.

USE OF PRODUCTS ACKNOWLEDGEMENT

By purchasing from this site, you agree to all terms and conditions set out on the Prolong Lash™ website.

Directions for use of all products are provided on each product page in good faith. Customers are advised to follow all instructions carefully.

Nothing in these Terms limits any rights you may have under the Australian Consumer Law (ACL). However, Prolong Lash™ is not liable for misuse of products or results arising from use outside the instructions provided.

All Prolong Lash™ products undergo stability testing to ensure they remain effective under standard storage and shipping conditions. As with all cosmetic products, we recommend storing your products in a cool, dry place, away from direct sunlight, to maintain optimal quality.

PRODUCT RETURN POLICY

Due to sanitary and health regulations, we are unable to accept returns on opened packages or on Prolong Lash™ Cleanser Concentrate, Foaming Pump Cleanser, or adhesives for change of mind.

However, if a product is faulty, damaged, or not as described, you are entitled to a refund or replacement under the Australian Consumer Law, regardless of whether the product has been opened.

Please review our full Returns Policy for more details on eligibility and how to request a return.

DEFECTIVE PRODUCTS POLICY

If you receive a product you believe is defective, please contact Prolong Lash™ immediately at info@prolonglash.com.au. One of our representatives will assess your concern and determine whether the product is defective in line with our obligations under the Australian Consumer Law.

If deemed defective, you will be issued a return authorisation number. You must return the product via Express Post to the address provided. Once received, the product will be replaced, refunded, or credited. The cost of return shipping will be reimbursed or credited to your account.

PRIVACY POLICY

Prolong Lash™ respects your privacy and complies with the Privacy Act 1988 (Cth). We will not sell or share your information with any third party without your consent.

Your personal details will only be used to deliver products and services or to notify you of promotions you have opted in to. You may unsubscribe at any time by contacting us or using the unsubscribe link in any communication.

Please see our entire Privacy Policy.

INTELLECTUAL PROPERTY

All content on this website, including text, images, logos, product names, and designs, is the intellectual property of Prolong Lash Pty Ltd, trading as Prolong Lash™, and is protected by Australian copyright and trademark law.

Use, reproduction, or distribution of this content without prior written consent is strictly prohibited.

INTELLECTUAL PROPERTY - RESTRICTIONS ON AI-GENERATED CONTENT

All product images, packaging designs, trademarks, and brand assets of Prolong Lash are protected under Australian copyright, trademark, and consumer protection laws. Reproduction, alteration, or creation of derivative works, including but not limited to AI-generated or digitally recreated imagery of Prolong Lash products, is strictly prohibited without the prior written consent of Prolong Lash Pty Ltd (ABN 12 688 016 293). Any unauthorised use of AI or other digital tools to generate or simulate our products, packaging, or branding may constitute intellectual property infringement and misleading or deceptive conduct under the Australian Consumer Law. Authorised resellers may request access to our official product image catalogue for use in marketing, sales, and promotional activities, however they are not permitted to create their own digital or AI-generated representations of Prolong Lash products.

SHIPPING POLICY

Please refer to our full Shipping Policy.

FREE SHIPPING POLICY

Eligibility
Prolong Lash Pty Ltd offers free standard shipping to Australia and New Zealand/Aotearoa exclusively on the following products:

• Eyelash Extension Cleanser Concentrate – 1 Litre Pump Bottle

• 1 Litre Prolong Lash Cleanser Concentrate – Pump-Free, Planet-Friendly

Conditions of Offer

• Free shipping applies only when the order contains one or more of the eligible products listed above.

• If additional products are added to the order that are not part of the eligible items, standard shipping fees will apply to cover those additional items.

• Shipping fees for non-eligible items will be calculated and displayed at checkout.

Limitations

• This free shipping offer cannot be combined with other promotional shipping offers unless expressly stated.

• Prolong Lash Pty Ltd reserves the right to modify, suspend, or withdraw this free shipping offer at any time, provided such changes do not affect orders already placed.

• All orders remain subject to our general Terms & Conditions of Sale and the Australian Consumer Law, including your rights to refunds, replacements, or repairs where required by law.

Disclaimer
Nothing in these Terms & Conditions excludes, restricts, or modifies any guarantee, warranty, term, or condition implied or imposed by the ACL or any other applicable legislation that cannot lawfully be excluded or limited.

BACKORDERS POLICY

While we strive to maintain a fully stocked warehouse, occasionally demand may exceed supply. If a product is out of stock, you will be contacted regarding the delay. We will offer a credit, exchange, or the option to ship the item once stock becomes available.

MOBILE TERMS OF SERVICE

Last updated: July 27, 2023

The Prolong Lash™ mobile message service (the "Service") is operated by Prolong Lash™ (“we”, “us”). By using the Service, you agree to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. Your continued use constitutes acceptance of any changes.

By consenting to the Service, you agree to receive recurring SMS/text messages from and on behalf of Prolong Lash™ through your wireless provider to the number provided, including marketing and service-related messages. Texts may be sent via auto-dialling systems. You understand that this is not a condition of purchase.

We do not charge for the Service, but message and data rates may apply depending on your carrier. Message frequency varies.

You may opt out at any time by texting STOP to ProlongLash or clicking the unsubscribe link (where available). You'll receive a one-time confirmation text. For help, text HELP or contact info@prolonglash.com.au.

We may change any short code or number used and will notify you accordingly. We are not liable for messages not received due to such changes. You must provide a valid mobile number and update it if changed.

Please refer to our Privacy Policy for more on how we collect and use your personal information.

LIMITATION OF LIABILITY

To the maximum extent permitted by law, Prolong Lash™ is not liable for any indirect, incidental, special or consequential loss or damage arising out of or in connection with the use or misuse of our products. However, this does not limit your rights under the Australian Consumer Law, which may entitle you to a refund, repair or replacement.

GOVERNING LAW

These Terms and Conditions are governed by the laws of Victoria, Australia. Any disputes arising in connection with these Terms will be subject to the exclusive jurisdiction of the courts of Victoria.