Refund policy

We hope you are happy with your Etia purchase. This policy explains how change-of-mind returns, faulty products and refunds are handled.

This policy applies only to products purchased directly from Etia. If you purchased an Etia product from another retailer, please contact that retailer.

Online change-of-mind returns

You may cancel an online purchase without giving a reason by notifying us within 14 days beginning the day after you receive your order.

After notifying us that you wish to cancel, you must return the product within a further 14 days.

Customers are responsible for the cost of change-of-mind return postage. We recommend using a tracked service and retaining proof of postage.

Product condition

Please keep the mascara unused and return it with its original box and packaging wherever possible.

Opening the outer box to inspect the mascara will not, by itself, prevent a return.

However, opening the mascara container, withdrawing the wand, applying the product or otherwise handling it beyond what would reasonably be permitted when inspecting a product in a shop may reduce the product’s value.

Where handling has reduced the product’s value, Etia may make a fair deduction from the refund to reflect that loss. Because opened mascara cannot be resold for hygiene and customer-safety reasons, the deduction may be up to the full product price where the product has become wholly unsellable.

Any deduction will be assessed individually. We will explain the reason for the deduction and how it was calculated.

Purchases made in person

For products purchased directly from Etia in a physical shop, pop-up or event, we do not accept change-of-mind returns unless we expressly stated otherwise at the time of purchase.

This does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or not as described.

Faulty, damaged or incorrectly supplied products

Products supplied by Etia must be of satisfactory quality, fit for purpose and as described.

If you believe your mascara is faulty, damaged, incorrectly supplied or not as described, please contact support@etialondon.com as soon as reasonably possible.

Please provide:

  • Your order number or other proof of purchase
  • The product’s batch code, where available
  • A description of the problem
  • Photographs or a short video showing the problem, where reasonably possible

Photographs and videos help us resolve problems quickly. They do not replace your statutory rights, and we will not require evidence that would be unreasonable or impossible for you to provide.

Where the information supplied is sufficient to assess the problem, we may offer a refund or replacement without requiring the physical product to be returned.

If a faulty, damaged or incorrectly supplied product must be returned, Etia will cover the reasonable return cost or provide an appropriate prepaid return method.

Examples of product faults

Examples of faults may include:

  • A broken, cracked or materially damaged container
  • Product leakage, including leakage onto the box or outer packaging
  • A container that cannot be opened or closed as intended
  • A broken, detached or unusable wand or applicator
  • Product that is contaminated, dried out or otherwise unusable when first opened
  • Material damage to the silicone sleeve
  • Braille that is materially incomplete or cannot be reliably read
  • A tactile symbol that cannot be reliably identified or used
  • The wrong product being supplied
  • A product that does not match its description

This list provides examples and is not exhaustive. Other problems may qualify as faults depending on the circumstances.

Silicone sleeve and accessibility features

Minor cosmetic marks on the silicone sleeve will not automatically mean that the product is faulty.

However, the product may be treated as faulty where damage materially affects its appearance, normal use, safety or accessibility. This includes damage that means the Braille cannot be reliably read or the tactile symbol cannot be reliably identified or used.

A product does not have to be completely unusable before it may be considered faulty.

Preferences and changes of mind

A personal preference or change of mind does not, by itself, mean that the product is faulty. This includes:

  • Not liking the product
  • Deciding that the product is not personally suitable
  • Preferring a different mascara effect
  • Changing your mind after purchase

This does not affect your rights where the product fails to match a specific description, product claim or other information provided by Etia.

Reactions and safety concerns

An individual sensitivity or reaction does not necessarily mean that a product is faulty. However, we take product-safety concerns seriously.

Please contact support@etialondon.com if you experience an unexpected reaction or have any concern about the product’s safety. Please retain the product, packaging and batch code where possible so that the concern can be properly recorded and investigated.

Refunds

For an eligible change-of-mind cancellation, we will refund the price paid for the returned product, subject to any lawful deduction for loss of value caused by excessive handling.

If you cancel and return your entire order, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, such as express delivery, the additional cost will not be refunded.

We may withhold the refund until we have received the returned product or you provide acceptable evidence that it has been sent back, whichever occurs first.

Refunds will be made to the original payment method within 14 days after we receive the returned product or acceptable evidence of return.

Original delivery charges will not normally be refunded when only part of an order is returned.

How to start a return

To request a return:

  1. Contact support@etialondon.com within the applicable return period.
  2. Provide your order number and identify the product you wish to return.
  3. Tell us whether the return concerns a change of mind, fault, damage, incorrect product or another issue.
  4. Follow the return instructions provided by our customer-care team.

Please do not send products back without first contacting us, as this may delay identification and processing of your return.

Statutory rights

Nothing in this policy excludes, restricts or replaces your statutory consumer rights.