Refund policy

RETURNS

Your satisfaction is our top priority. However, if you do need to make a return you’re welcome to return your order within 14 days of receipt. As we care about everyone’s health and hygiene, the product(s) must be unused in sealed packaging and resalable condition. The cost of returning the order will have to be covered by you as customer. 

HOW TO MAKE A RETURN

• Contact us first with your order number and reason for return
• You will receive return instructions
• Then ship the order back to us (keep a receipt of postage)
• Your return will be handled within 7 working days, once received.
• YAY! We process your refund back to the card used for payment 

If you wish to make a return due to not being satisfied with the product or the results please contact us with your 100% money back query.

MONEY-BACK GUARANTEE

If you have not achieved any results after 12 weeks of use you can qualify for our money-back guarantee. It's important that you have used the product consistently and as instructed for a minimum period of 12 weeks.

To qualify for our money-back guarantee simply follow the instructions below:

1. Take a clear photo of your lashes or brows free from any makeup or mascara before using our Arcana 23 Eyelash Boosting Serum (camera roll dated proof)

2. Take a photo of your lashes/brows after 12 weeks of using, along with a photo of the used product (camera roll dated proof)

3. Email our customer experience team (support@arcana23.com) with the above


4. Your application will be processed within 3-5 days of submission

Please make sure that your photos have valid date and time stamps (must be camera roll screenshots).

Please also ensure both the before and after images submitted are free from any makeup or mascara so we can review your progress using the product.

Money-back guarantee requests must be done within 4 months of receiving your product.

Applications that do not meet this criteria will not be approved for a refund. We reserve our right to reject a refund request if we are not satisfied (acting reasonably) with the supporting evidence you provide to us.

We do not offer a money-back guarantee on any allergic reactions. Like with any other cosmetic product some users can be sensitive or allergic to one or more ingredients. If you have sensitive skin please advise your dermatologist first before making any purchase.

Please note that our Money Back Guarantee only applies for the first purchase, only on one product and excludes all other future orders. For any products that are excluded from the Money Back Guarantee, it will be stated on the product description.

Please note that our Money Back Guarantee only applies for the first purchase and if you make any subsequent orders I’m afraid you will no longer qualify for our Money-Back Guarantee and any refund requests will be declined.