Terms & Returns

These terms apply to Velvet Vixen lash trays and training courses bought from ByHLeanne. Mentorship sessions have their own booking, rescheduling and refund policy, which you'll find on the Mentorship page.

Last updated: 29 October 2026

Returns and refunds

Changed your mind?

You have 14 days from receiving or collecting your order to let us know you'd like to return it. You then have a further 14 days from telling us to send it back.

  • Email us at Byhleanne@gmail.com and we'll send you our returns address.
  • Please put your order number inside the parcel.
  • Return postage is paid by you. We recommend sending your return from your local Post Office with tracking, so you have proof of postage.
  • For hygiene reasons, trays must be returned unopened, in their original packaging, with the seal intact. We can't refund trays that have been opened.

Once we've received and checked your return, we'll refund you within 14 days. If you return your whole order, this includes the standard delivery charge you paid. Refunds go back to your original payment method.

Faulty or damaged?

If something arrives faulty or damaged, we'll happily exchange or refund it, even if it's been opened. Please email us at Byhleanne@gmail.com with your order number and a photo as soon as possible, ideally within 28 days of receiving it. We'll send you a returns label, and once we've received the item and confirmed the fault, we'll send a replacement or give you a full refund.

Free and sale items

  • Buy 4 Get 1 Free: the free tray can't be refunded or exchanged. If you return any of the trays you paid for, the offer no longer applies, so please send the free tray back too, or we'll deduct its full price from your refund.
  • Sale items: these can't be exchanged. Opened sale items can't be refunded.

Faulty free or sale items are still covered under "Faulty or damaged?" above.

Cancelling before dispatch or collection

If you'd like to cancel before your order has been posted or collected, email us and we'll cancel it and refund you in full.

Lost parcels

If your parcel hasn't arrived within 10 working days of being posted, let us know. We'll look into it and, if it's lost, send a replacement or give you a full refund.

This policy doesn't affect your legal rights under the Consumer Rights Act 2015.

Training courses

This policy applies to the Classic Lash Extension Course, the Russian Volume 1-1 Training Course and the Wispy 1-1 Masterclass.

Booking your course

  • Courses can be paid in full when you book, or secured with a £150 deposit. If you pay a deposit, the remaining balance is due on the day of your course (for the Classic + Russian bundle, on your first course day).
  • For the Classic, Russian Volume and Classic + Russian bundle courses, my Lash Theory Manual is included, and I’ll email it to you after you book, whether you pay the deposit or in full.
  • After you book, I'll contact you within 48 hours to arrange your training date.
  • Your course must be taken within 3 months of purchase. If a date hasn't been arranged within 3 months, your booking will be cancelled and, as it's after the 14-day cancellation period, no refund will be given.

Cancelling

  • Within 14 days of booking: you can cancel for a full refund, as long as your course hasn't taken place. If you've already received your lash kit, it must be returned unused, or its cost will be taken off your refund.
  • After 14 days: your payment is non-refundable, but you can still reschedule under the rules below.
  • If you ask for your course to take place within the 14 days and it's completed, you lose the right to cancel.

Rescheduling

  • You can reschedule once, free of charge, with at least 7 days' notice.
  • Any further reschedule, or rescheduling with less than 7 days' notice, has a £50 rescheduling fee and is subject to availability.
  • Cancelling with less than 48 hours' notice, or not attending, means your course is forfeited and won't be refunded.
  • If you arrive more than 30 minutes late, the lost time can't be added on at the end. Arriving more than 1 hour late without letting me know will be treated as not attending.

If I need to cancel

If I have to cancel or move your course for any reason, you can choose a new date or a full refund.

Terms of sale

1. About us

ByHLeanne is a lash business based in Wallington, Sutton (SM6), United Kingdom. Our full business address is included in your order confirmation email. You can contact us at Byhleanne@gmail.com.

2. Professional use

Velvet Vixen trays are lash extensions for professional use by trained lash technicians. They aren't intended for self-application. Please read the safety information and how-to-use guidance on each product page before use.

3. Prices and payment

Prices are in pounds sterling (GBP). The delivery charge is shown at checkout before you pay. Payment is taken in full when you place your order.

4. Your order

You'll receive a confirmation email once your order is placed. If we can't fulfil your order, for example because an item is out of stock, we'll let you know and refund you in full.

5. Delivery

We deliver within the UK only, for a flat charge of £3.50. Orders are usually posted within 3 working days. Delivery times are estimates and can't be guaranteed.

6. Free collection

Choose Free Collection at checkout to collect your order from Wallington, SM6. Your full collection address will be in your order confirmation email. Collection times are:

  • Monday to Thursday: 2pm to 8pm
  • Friday: 4:30pm to 8pm
  • Saturday: all day

We'll email you to arrange a time. If we can't reach you to arrange collection within 30 days of your order, we'll cancel it and refund you in full.

7. Returns and refunds

Please see our returns and refunds policy above.

8. Our responsibility to you

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We're not responsible for:

  • problems caused by using the lashes in a way that doesn't follow the safety information and how-to-use guidance
  • reactions to adhesives or other products not supplied by us
  • business losses, such as loss of profit or business opportunity

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited or excluded by law, including your rights under the Consumer Rights Act 2015.

9. Changes to these terms

We may update these terms from time to time. The version shown on our website when you placed your order applies to that order.

10. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.