Refund Policy

Diamond Factory Beauty

Refund Policy

Our Refund Policy

Diamond Factory Beauty maintains a strict no refund and no return policy on all orders.
All sales are considered final at the time of purchase. We encourage you to review your order carefully before completing checkout.
We are not responsible for lost or stolen packages, or for lash trays that arrive cracked due to carrier handling during shipment.
By completing your purchase, you acknowledge and agree to this policy. Thank you for understanding — it allows us to continue delivering the highest quality products to every customer. 💕
all sales final no returns accepted

The Exception

The only exception to our no refund policy is for products that arrive damaged or defective.
All damage or defect claims must be reported within 72 hours of delivery. Claims submitted after this window will not be accepted, no exceptions.
Once your claim is reviewed and approved, we will work with you to find the best resolution — whether that's a replacement or store credit.
Please inspect your order as soon as it arrives. The 72-hour window begins at the time of your delivery confirmation — not when you open the package.
damaged or defective only 72-hour reporting window

How to Initiate a Claim

To initiate a claim for a damaged or defective product, email us at:

diamondfactorybeauty@gmail.com

Please include all of the following in your email:

  • 1 Your full name and the best way to reach you (email or text/phone number)
  • 2 Your order number
  • 3 A detailed description of the damage or defect, along with clear supporting photos or videos
  • 4 Incomplete submissions may delay your claim — please ensure all information is included before sending
email to initiate all 4 items required

Response Time

Once your claim is submitted with all required information, you can expect a response from our team within 5 business days.
Please avoid sending multiple emails for the same claim — duplicate submissions can slow down your response time.
If you have not heard back after 5 business days, feel free to follow up with your original email thread and order number handy.
5 business day response one email per claim