Returns, Refunds & Exchanges

Throughout this Return, Refund and Exchange Policy, terms such as “we”, “us” and “our” refer to Heavenly Stones Enterprise (Company Registration No. 2898675-P).

This Return and Refund Policy applies to all items purchased on our website, except otherwise specified.

1.         Return Policy

If you are not pleased with your purchase from us, you may apply for a return within 7 working days from the date you receive your order.

Please note that we do not accept returns for the following reasons:

  • Customer change of mind
  • Exchange for a gift(s) purpose
  • Item damaged due to customers fault

To apply for a return, please fill in the return and refund application form within 7 working days.

Upon receiving the completed application form, we will immediately process your application and will notify by email and the said item must be delivered to the following address via courier service within 30 calendar days:

Heavenly Stone Enterprise (2898675-P)

Suite 306, No.41, Jalan Radin Anum 1,

Bandar Baru Sri Petaling,

57000 Kuala Lumpur,

Malaysia.

The condition of a returned item must be as follows:

  • Item must be in its original condition;
  • Packaging of the item must be new, unopened, unused, unmarked and not damaged in any way;
  • Items purchased as part of a set must be returned as a whole set.

If your returned item does not meet the conditions set out above, we reserve the right to reject the return.

We are not responsible for the delivery cost associated with the return of the item. You will only be reimbursed with the amount paid for the item. The delivery cost paid during your purchase will not be refunded.

You are responsible for the returned item until it reaches us. Please kindly retain all proof of mailing until an acknowledgment has been sent.

You may choose to receive a refund in the form of our store voucher or your original payment method. For a refund via the original payment method, you may be required to complete an additional form to obtain the reimbursement. The process of a refund via the original payment method may take up to 14 working days.

2.           Special Conditions of Return Policy

The return policy does not apply to any promotional items or items which have been specifically stated as non-returnable on our website.

Due to the nature of the product, all false lashes products (including magnetic false lashes) and eyeliners are not subject to the return policy and are not returnable.

3.           Refund and Exchange Policy

If you notice the item delivered to you is defective at the moment of the delivery or does not match the specification (e.g. wrong colour or size) or a wrong item has been delivered to you, you may be entitled to a refund or exchange for the item.

To apply for a refund or exchange, please complete the return and refund application form within 7 working days from the date you receive your order and send said the item to the following address via courier service within 30 calendar days from the date you receive your order to the address below:

Heavenly Stone Enterprise

Suite 306, No.41, Jalan Radin Anum 1,

Bandar Baru Sri Petaling,

57000 Kuala Lumpur,

Malaysia

You are responsible for the returned item until it reaches us. Please kindly retain all proof of mailing until an acknowledgment has been sent.

Upon receiving your returned item, we will examine the said item carefully and will notify you by email within 14 working days whether your application for refund or exchange is successful.

If your application is deemed to be successful, you may choose to have a refund for a replacement item.  

If you choose to have a replacement item, we will send you the item to the address you provided to us within 30 calendar days. Please be noted this is subject to availability of stock.

If you choose to have a refund, we will provide you the refund in a form of store voucher or your original payment method. Please be noted that the delivery cost paid during your purchase will not be reimbursed.

For a refund via the original payment method, you may need to complete an additional form to obtain the reimbursement. The process of refund via the original payment method may take up to 14 working days.

4.           Special condition of Refund and Exchange

The Refund and Exchange Policy does not apply the items listed below:

  • Certain promotional items;
  • Free gifts that come along with purchase;
  • Complimentary items;
  • Sample items.

5.           Return, Refund and Exchange form

The latest version of the return and refund application form can be found on [https://docs.google.com/forms/d/1-UBMJtyO2ft5Rgs-Rx5_dSEX1Wv-U6nKf0whrlSc72c/edit]. Any completed return and refund application form should be sent to luxivelashes@gmail.com

6.           Amendment

We reserve the right to update or amend the Return, Refund and Exchange Policy without prior notice to you. Please kindly to review the Return, Refund and Exchange Policy periodically. Your purchase of any items from us shall deem that you are agreeable to the latest version of our Privacy Policy

7.           Contact us

If you have any questions about the Return, Refund and Exchange Policy, please write to us at luxivelashes@gmail.com