Effective date: 2 October 2026
This Returns & Refund Policy ("Policy") applies to physical products purchased through lashandbrow.com and should be read together with the Terms & Conditions of Sale. This Policy replaces any inconsistent legacy return or refund statements previously published on the Website.
GOLDEN RATIO TRADING L.L.C
License No. 1046872 | Commercial Register No. 1705509
Office No. ST-333, Al Murar, Dubai, United Arab Emirates
Email: sales@goldenratio-trading.com
1. Contact Us Before Returning an Item
Before returning a product, please contact us at: sales@goldenratio-trading.com. Please provide your order number and the reason for the return request. Where a physical return is required, we will provide the applicable return instructions. Please do not send products to a corporate or license address unless we specifically instruct you to do so.
2. Change-of-Mind Returns
Where applicable law gives a consumer a statutory right to withdraw from a distance purchase, we will honour that right. Where Golden Ratio separately offers a voluntary change-of-mind return, the conditions communicated for that offer apply in addition to any mandatory statutory rights. A product should be handled only to the extent reasonably necessary to establish its nature, characteristics and functioning where the applicable withdrawal rules require this.
3. European Union Consumers
Where EU distance-selling rules apply, a consumer generally has 14 days from receipt of goods to notify the trader of withdrawal, subject to applicable statutory exceptions. If the consumer was properly informed that direct return costs are their responsibility, the consumer bears those direct costs for a change-of-mind withdrawal to the extent permitted by law. Refunds following a valid withdrawal are handled within the period required by applicable law; where permitted, reimbursement may be withheld until the goods are received back or the consumer supplies evidence of return, whichever occurs first.
4. Sealed Health or Hygiene Goods
Some sealed goods may be excluded from a statutory change-of-mind withdrawal right after the seal has been broken, where applicable law provides for a health or hygiene exception. We do not treat every cosmetic product as automatically non-returnable. Whether the exception applies depends on the product, its packaging/seal, whether it has been unsealed and the applicable law. This exception does not remove rights relating to defective, damaged, unsafe or incorrectly supplied goods.
5. Defective, Damaged or Incorrect Goods
If a product is defective, damaged in transit, unsafe, not as described or different from the product ordered, pleasecontact us with the order number, a description of the issue and photographs where reasonably helpful. Depending on the circumstances and applicable law, available remedies may include a replacement, refund, repair where appropriate, price reduction or another legally required remedy. We may resolve a claim without requiring the product to be returned. However, we reserve the right to request the return of a product where reasonably necessary and permitted by applicable law.
6. EU Statutory Conformity Rights
For consumers protected by EU rules, the 14-day withdrawal right is separate from statutory rights that apply where goods do not conform to the contract. Applicable EU and national law may provide remedies for lack of conformity, including repair or replacement and, where the legal conditions are met, price reduction or termination/refund. These rights are not cut off merely because the 14-day withdrawal period has expired.
7. Australian Consumer Law
Where the Australian Consumer Law applies, applicable consumer guarantees and statutory remedies cannot be excluded, restricted or replaced by this Policy. This may include qualifying purchases made by a business that is treated as a consumer under the Australian Consumer Law. Our voluntary return rules operate in addition to, not instead of, those statutory rights.
8. Return Shipping Costs
For a lawful change-of-mind return of goods that conform to the contract, the customer is responsible for the direct cost of returning the goods where:
- applicable law permits this and the customer to bear those costs; and
- the customer was informed of this responsibility in advance.
Where goods are defective, damaged, incorrect or otherwise subject to a mandatory remedy, responsibility of return shipping costs will be determined by the applicable law and circumstances and will not automatically be charged to the customer.
9. Refund Method
Approved refunds will normally be made to the original payment method where technically possible, unless another method is required by law or otherwise agreed with the customer. Payment-provider or banking processing times that occur after a refund has been initiated are outside our direct control. We will not use such processing times to extend any statutory refund deadline that applies to us.
10. Courses and Digital Services
Cancellation, withdrawal and refund rights relating to courses and digital or educational services are governed by the Terms & Conditions of Sale, the course or service information presented before purchase and mandatory applicable law. Payment for, or provision of access to, a course or digital service does not by itself remove a statutory withdrawal right unless all legally required conditions for doing so have been satisfied.
11. Mandatory Rights Prevail
Nothing in this Policy excludes, restricts, limits or replaces any right or remedy that cannot lawfully be excluded, restricted, limited or replaced under the law applicable to the customer or the relevant transaction.
