Refund policy

At PoreSilk, your safety and satisfaction are our priority.
Because our reusable lashes are applied directly to the eye area, they are considered hygiene sensitive items and cannot be reused or resold once opened.

For this reason:

✨ Hygiene & Safety Policy

All PoreSilk reusable lash products are final sale once opened.
We cannot accept returns or exchanges on lashes that have been opened, tried on, worn, or unsealed.

This protects our customers and complies with New Zealand hygiene and cosmetic safety standards.

✨ We WILL accept returns if

The product is faulty or defective

If your lashes arrive damaged, faulty, or defective, please contact us within 7 days of receiving your order.
Under the Consumer Guarantees Act (CGA), we will provide a replacement or refund.

You received the wrong item

If we sent the incorrect style or product, let us know within 7 days, and we will correct it immediately.

✨ We do NOT accept returns for

• Change of mind
• Choosing the wrong lash style
• Opened or used lash products (due to hygiene)
• Lashes that have been worn, fitted, or handled

✨ How to Request a Return

Faulty / Incorrect Items only.

Please email our support team at  Hello@poresilk.nz with:

• Your order number
• Product name
• Photos or short video of the issue
• A brief description of what’s wrong

Our team will review your request and arrange a refund or replacement if approved.

✨ Additional Notes

• Proof of purchase is required
• Items must be returned in their original packaging (unless faulty)
• Refunds are processed after inspection of the returned product
• Shipping costs for approved faulty returns are covered by us

 Hello@poresilk.nz.