REFUND & RETURN POLICY

Last updated: 29th April 2026

At XXL Lashes, customer satisfaction matters to us. If something is wrong with your order, or you would like to arrange a return, withdrawal, exchange, replacement, or goodwill review, please use our online withdrawal and returns portal first where possible. This helps us identify your order, record your request correctly, and offer the most suitable solution.

Open the Withdraw from Contract - Returns Portal

This Refund & Return Policy applies to purchases made through www.xxllashes.com from:

Todologo S.L.
Calle Jaen 8
29680 Estepona (Málaga)
Spain
Email: info@xxllashes.com
Phone: +34 67 441 7788

1. Please use our portal before sending anything back

Before returning any product, please submit your request through our online withdrawal and returns portal where possible:

Withdraw from Contract - Returns Portal

This helps us:

• confirm whether the item is eligible for return,
• record your withdrawal or return request correctly,
• provide the correct return instructions,
• avoid delays or lost returns,
• and, where appropriate, offer an exchange, replacement, store credit, refund, or another suitable solution.

If you cannot use the portal, you may still contact us by email at info@xxllashes.com with your order number and a short explanation of the issue or return request.

Using the portal or contacting us first does not affect any mandatory statutory rights you may have.

Online withdrawal function

We provide an online withdrawal and returns portal so that customers can submit a withdrawal or return request clearly and electronically. This function is provided in line with EU consumer rules and Directive (EU) 2023/2673.

The portal allows you to enter your order number and email address, select the item or items concerned, indicate the product condition, choose a preferred solution, and confirm your withdrawal or return request.

After submitting the form, your request is recorded for your order and a confirmation email is sent to the email address used for the request.

You can access the portal here: Withdraw from Contract - Returns Portal.

2. Consumer right of withdrawal

If you are a consumer, you generally have the right to withdraw from your purchase within 14 calendar days without giving any reason.

For goods, the withdrawal period generally expires 14 calendar days from the day you, or a third party designated by you other than the carrier, receives the goods. For multi-item orders delivered separately, the period generally runs from receipt of the last item.

To exercise your right of withdrawal, you must notify us before the withdrawal period expires by a clear statement. The easiest way is to use our online portal:

Withdraw from Contract - Returns Portal

If you cannot use the portal, you may also notify us by email at info@xxllashes.com.

You may use wording such as:

I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: XXX
Product(s): XXX
Ordered on / received on: XXX
Name: XXX
Address: XXX
Date: XXX

3. Returning goods after withdrawal

After notifying us that you wish to withdraw, you must send the goods back to us without undue delay and, in any event, no later than 14 calendar days from the date you informed us of your decision. The deadline is met if you send the goods back before the 14-day period expires.

Return address:

Todologo S.L. / XXL Lashes
Calle Jaen 8
29680 Estepona (Málaga)
Spain

Unless we expressly agree otherwise, the customer bears the direct cost of returning the goods in the case of a standard withdrawal or other non-defect return.

We recommend using a tracked service and keeping proof of shipment until the return has been processed.

4. Refunds after withdrawal

If you validly exercise your statutory right of withdrawal, we will refund the amount paid for the returned goods and the basic outbound delivery cost applicable to the order.

If you selected a delivery method more expensive than the least costly standard delivery option offered by us, the additional cost of that premium delivery option will not be refunded.

Refunds will be made without undue delay and, in any event, no later than 14 calendar days from the day we are informed of your decision to withdraw. However, for returned goods, we may withhold the refund until we have received the goods back.

Refunds will normally be made using the same payment method used for the original transaction, unless another method is expressly agreed.

5. Condition of returned goods

Please handle returned goods carefully.

Where a statutory withdrawal right applies, you are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

For all non-statutory goodwill returns, items must be returned:

• unused,
• unopened where applicable,
• in original packaging where possible,
• complete and in resaleable condition.

We do not charge a restocking fee.

6. Our additional 30-day goodwill return policy

In addition to any mandatory statutory rights, we currently offer a 30-day goodwill return policy for many eligible physical products.

Under this goodwill policy, eligible items may be returned within 30 days of delivery if they are:

• unused,
• unopened where applicable,
• in their original condition,
• and suitable for resale.

This additional 30-day policy is offered voluntarily by us and may be refused where the product is not suitable for resale, has been opened, used, damaged, tampered with, or falls within an excluded category listed below.

This goodwill policy does not limit your statutory rights.

You may also use our Withdraw from Contract - Returns Portal for requests under our additional 30-day goodwill return policy. If your order falls outside the normal return window, you may still submit a request and our team will review whether a goodwill solution is possible.

7. Products that are not normally returnable or are subject to restrictions

The following categories are generally not eligible for return, or may only be eligible in limited circumstances:

A. Opened, used, unsealed, altered, or improperly stored products

Products that have been opened, used, unsealed, altered, tampered with, or improperly stored are generally not eligible for return unless they are defective, damaged, incorrectly supplied, or another mandatory legal remedy applies.

B. Hygiene-sensitive and product-stability-sensitive goods

For hygiene, safety, integrity, and product-stability reasons, certain products may not be eligible for return once opened, unsealed, used, altered, or improperly stored, where such exclusion is permitted by law.

This may include, depending on the product and circumstances:

• adhesives,
• removers,
• cleansers,
• liquids,
• sealed hygiene-sensitive goods,
• and similar products whose condition, sterility, composition, or performance may be affected after delivery.

Sealed goods that are not suitable for return for reasons of health protection or hygiene may lose the statutory withdrawal right once they have been unsealed after delivery, where the legal conditions for that exclusion are met.

Customers must submit a request through our Withdraw from Contract - Returns Portal or contact us before returning any such product so that we can assess the circumstances and advise on the most appropriate solution.

In exceptional cases, and without prejudice to any mandatory statutory rights, returns, replacements, store credit, or other accommodations for these products may be accepted at the seller’s discretion on a case-by-case basis.

C. Digital products and downloadable content

Downloadable manuals, guides, digital content, video content, and similar non-physical products are generally non-returnable and non-refundable once access, download, or streaming begins, where the customer has expressly consented to immediate performance and acknowledged the resulting loss of the withdrawal right.

D. Physical DVDs, sealed media, and similar items

Where physical DVDs, software, or similar sealed media are supplied, they may not be eligible for return once unsealed, where permitted by law.

E. Gift cards

Gift cards are generally non-refundable, except where required by applicable law.

F. Custom or personalized items

If we offer made-to-order, custom, or personalized items, those items may not be returnable except where defective, damaged, or otherwise required by law.

8. Wrong item, damaged item, or defective product

If you receive the wrong item, an item damaged in transit, or a defective product, please submit your request through our Withdraw from Contract - Returns Portal or contact us as soon as possible at info@xxllashes.com.

Please include, where possible:

• your order number,
• the product name,
• the batch or lot number if visible,
• photographs of the item and packaging,
• and a short description of the issue.

Where appropriate, we may offer:

• a replacement,
• a resend,
• a repair where relevant,
• a refund,
• store credit,
• or another suitable remedy.

If the issue is confirmed to be our fault, or the product is defective, damaged, or incorrectly supplied, we will handle the matter at our cost where required or appropriate.

9. Adverse reactions, irritation, or sensitivity

If irritation, sensitivity, or another adverse reaction occurs, stop using the product immediately.

If symptoms are severe, persistent, or medically concerning, please seek advice from a healthcare professional without delay.

Claims involving irritation, sensitivity, intolerance, or other adverse reactions are handled case by case. An adverse reaction does not automatically mean that the product was defective or that a refund or replacement is due. However, we encourage customers to contact us so we can review the case and, where appropriate, offer assistance or a goodwill solution.

Nothing in this section limits any mandatory statutory rights.

10. Exchanges and store credit

Where appropriate, we may offer:

• an exchange,
• store credit,
• or a refund.

The solution offered may depend on product condition, stock availability, the reason for the return, and your statutory rights.

11. Subscriptions and recurring orders

For subscription or recurring-delivery products, cancellation is generally possible before the next billing or processing date.

If a subscription product was purchased at a discounted rate linked to the recurring subscription structure, and the customer cancels before any clearly disclosed minimum commitment has been met, we may, where legally permissible and clearly disclosed in advance, adjust the price of products already supplied to reflect the actual discount granted.

Any such adjustment will be limited to the real discount previously applied and will not affect mandatory consumer rights.

12. Workshops, courses, bookings, and date-specific services

If we offer workshops, live trainings, bookings, or other date-specific services, separate cancellation terms shown at checkout or at the time of booking may apply.

Where digital course content is supplied immediately, the rules in section 7.C above may apply.

13. Business customers

The statutory consumer right of withdrawal applies only to consumers and does not apply to business customers, unless we expressly agree otherwise.

Any returns accepted from business customers outside mandatory legal rights are handled solely at our discretion.

14. Statutory rights remain unaffected

Nothing in this Refund & Return Policy excludes or limits any rights that you may have under mandatory consumer protection law, including rights relating to goods that are defective, damaged, incorrectly supplied, or otherwise not in conformity with the contract.

15. Contact

For withdrawal, return, refund, exchange, replacement, or product issue enquiries, please use our online portal where possible:

Withdraw from Contract - Returns Portal

If you cannot use the portal, you may contact us at:

XXL Lashes / Todologo S.L.
Calle Jaen 8
29680 Estepona (Málaga)
Spain
Email: info@xxllashes.com
Phone: +34 67 441 7788