01 / 30‑Day Voluntary Returns

30‑Day Voluntary Returns

We accept return requests for qualifying products within 30 calendar days from delivery date.

To be eligible for our voluntary change‑of‑mind return, items must meet all of the following criteria:

• Unused and free of damage
• Unopened, with original factory seals intact
• Complete original retail packaging, including all accessories, inserts and product components
• Valid proof of purchase (order confirmation / receipt)

To submit a return or cancellation request: log into your customer account, or email our support team at support@permania.com with your order number and full request details.

All requests are subject to this Return & Refund Policy and local consumer protection legislation.

Do NOT ship items back before receiving our official return instructions. Our authorized return address may differ from our regular business mailing address.

For voluntary returns outside legal statutory withdrawal periods, goods must be shipped back to us within 14 business days after we issue return instructions, unless we confirm alternative arrangements in writing.

02 / Hygiene & Beauty Product Exclusions

Hygiene & Beauty Product Exclusions

Due to health, sanitation and product‑safety requirements, certain cosmetic goods cannot be returned for change‑of‑mind reasons once opened, unsealed or used.

This applies to the below products:

• Lash lift lotions (Step 1, Step 2, Step3)
• Lash & brow tint creams and developer creams
• Lash lifting glue, lash lift balm / adhesive balm
• All other cosmetic, chemical and hygiene‑sensitive beauty supplies

Unused, unopened silicone lash shields, reusable tools and accessories can still be returned when they satisfy our standard return eligibility conditions.

Where local consumer law grants you a statutory withdrawal right, hygiene‑product return exclusions will only apply when legal conditions are fully satisfied.

These restrictions do not remove your legal rights for defective, damaged, wrong‑item or non‑conforming orders.

For safety purposes, never send back liquid chemical treatment products without receiving explicit written return guidance from our support team.

03 / Damaged, Defective or Incorrect Orders

Damaged, Defective or Incorrect Orders

Please fully inspect your package immediately upon delivery.

If your parcel arrives damaged, contains defective goods, missing items or incorrect products, reach out to support@permania.com promptly. Please provide:

• Your unique order number
• Clear written description of the problem
• Sharp photos of outer shipping packaging, as well as photos of affected products

We will assess your case and offer suitable resolution options, which may include product replacement, reshipment, partial refund or full refund.

PERMANIA will cover reasonable return shipping costs for confirmed defective, damaged, wrong‑shipped or non‑compliant items as required by applicable law.

Nothing inside this policy overrides your statutory consumer rights.

04 / Return Shipping Expenses

Return Shipping Expenses

For voluntary change‑of‑mind returns or customer‑initiated order mistakes, the customer takes responsibility for return shipping fees unless we make special written agreement or local law dictates otherwise.

We highly recommend selecting a tracked shipping service for return shipments.

PERMANIA does not apply restocking fees for fully eligible returned merchandise.

For statutory withdrawal rights under UK / EU regulations: standard original delivery fees will be refunded when legally required. Express / premium upgrade delivery costs are generally non‑refundable unless mandatory consumer law states otherwise.

If a return is caused by our error or verified product defect, we will provide remedies without passing on eligible costs to you as required by law.

05 / Refund Process

Refund Process

Once we receive your returned parcel, our team will inspect goods and notify you regarding your refund approval status.

For voluntary eligible returns: refunds will be processed back to your original payment channel, typically within 10 business days after goods inspection completion.

For statutory withdrawal claims: refunds will follow legally‑mandated timelines, usually within 14 days after we receive your formal withdrawal notice. Where permitted by law, we may hold the refund until we receive returned goods or valid proof you have dispatched the return shipment.

Please allow an additional 5‑10 business days for funds to reflect on your bank or payment account, processing timelines depend on your financial institution.

Deductions for reduced product value will only be applied in scenarios permitted by local consumer law.

06 / Order Cancellations

Order Cancellations

If you wish to cancel or adjust your submitted order, please email support@permania.com as soon as possible.

We can normally cancel orders before dispatch, provided order fulfillment has not advanced to a stage where cancellation is no longer practical.

Once an order has been dispatched and shipped out, we cannot guarantee delivery interception. You may submit an eligible return application after you receive the package.

This clause does not limit your statutory cancellation / withdrawal legal entitlements.

Should we cancel your unshipped order due to stock shortage or fulfillment impossibility, we will fully refund all payments for cancelled items including relevant shipping charges.

07 / Exchanges, Promotional & Special‑Order Merchandise

Exchanges, Promotional & Special‑Order Merchandise

If you want an exchange, please email support prior to sending any product back. In most scenarios, the fastest solution is returning your eligible item and placing a brand‑new order.

Sale, discounted and promotional products follow our standard return policy, unless the product listing clearly marks it as Final Sale before checkout.

Final‑Sale labelling does not invalidate your statutory consumer rights for faulty goods.

Custom‑made, private‑label and bespoke manufactured goods may be excluded from voluntary change‑of‑mind returns where allowed by law.

Wholesale / bulk orders operate under separate written terms; mandatory consumer legal rights still remain effective.

08 / International Return Guidelines

International Return Guidelines

PERMANIA delivers products worldwide, and return logistics differ depending on your destination country and product category.

Always contact us first to obtain our official authorized return address and full shipping instructions before mailing any international return.

You are responsible for completing accurate customs declarations and complying with local cross‑border shipping regulations.

Import duties, customs taxes and third‑party carrier fees follow local law and disclosures displayed during checkout. Any fees directly collected by customs or local carriers may require separate claim procedures for adjustments or refunds.

Do not send returns to any address printed on your shipping label without prior confirmation from our support team.

09 / UK & EU Consumer Statutory Rights

UK & EU Consumer Statutory Rights

Consumers located within the United Kingdom and European Union hold statutory 14‑day withdrawal rights for qualifying online purchases. You may cancel your purchase within 14 days after goods delivery without giving any reason.

For multi‑part split shipments, the statutory cooling‑off period starts upon delivery of your final item.

To exercise this right: send a clear withdrawal statement to support@permania.com inside the statutory time window. You may also use any self‑service withdrawal function available in your customer account.

You must send back qualifying goods within 14 days after submitting your withdrawal notice, unless local law specifies different requirements.

You may examine products in the same way you would inspect goods in an offline physical retail shop. Excessive handling that diminishes product value can result in lawful value deduction from your refund.

Statutory exceptions apply including sealed hygiene‑sensitive cosmetic goods that cannot be resold once unsealed, alongside personalized custom‑produced items.

Customers exercising voluntary statutory withdrawal bear return shipping costs where legally disclosed, unless we agree otherwise.

For valid statutory withdrawal claims, we will reimburse product payments plus standard outbound delivery charges as required by law within legal deadlines. Where permitted by law we may delay reimbursement until returned goods are received or we receive proof of return dispatch.

These consumer rights apply to retail end‑customer purchases. Orders placed for business / professional wholesale purposes may be governed by different terms.

Your statutory rights to remedy for defective or non‑conforming goods are unaffected by this policy.