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Privacy Policy

This Website is owned and operated by Ex-Import Pty Ltd (Ex-Import). The information on this Website is for informational purposes only. The information on this website is subject to change without notice. By accessing this Website you accept this privacy Policy. Do not continue to use this Website if you do not agree to the Privacy Policy.


By using this Website, you agree to absolve “Ex-Import” of any liability or loss that you or any other person may incur from use of the information, products or materials that you request or receive through or on “Ex-Import’s” Website. You agree that “Ex-Import” will not be liable to you, or to any other individual, company or entity, for any type of damages, including direct, indirect, special, incidental, equitable or consequential loss or damages, for use of or reliance on “Ex-Import’s” Website. You agree that I do not assume liability for accidents, delays, injuries, harm, loss, damage, death, lost profits, personal or business interruptions, misapplication of information, physical or mental disease or condition or issue, or any other type of loss or damage due to any act or default by me or anyone acting as our agent, consultant, affiliate, joint venture partner, employee, shareholder, director, staff, team member, or anyone otherwise affiliated with my business or me, who is engaged in delivering content on or through this Website.


This website may contain links to external websites. Ex-Import provides such links for your convenience only and have not tested software or substantiated any information found on such sites. Providing a link to a website does not indicate an endorsement of the site or its contents by Ex-Import. Ex-Import takes no responsibility for external links provided. External sites are access at your own risk.

If you find a link on our website offensive, for any reason, we encourage you to report this to us at marketing@elleebana.com All requests to remove links will be considered. It is the right of Ex-Import to determine the validity of such complaints. Ex-Import are not obligated to respond to you directly in regards to such complaints.

Ex-Import takes no responsibility for verifying the validity of content on this website. We do not warrant its completeness or accuracy; nor do we take responsibility regarding the website availability or that the material on the website is kept up to date.


Ex-Import gives users access to the website for their own personal use. Ex-Import are the owner of the intellectual property in the website and content delivered to you via the website. You must not copy, reproduce, adapt, exploit, issue or broadcast this material without the prior written consent of Ex-Import.


Ex-Import collects your personal information for the purpose of administration of your access to the website. Ex-Import will handle your personal information in accordance with Ex-Import’s Privacy Policy.

Ex-Import may make amendments or updates to the Terms of Use at any given time.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Refunds can only be made if you purchased directly through Ex-Import. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

In the event that:

1. You change your mind

We are not required to provide a refund or replacement. We do not refund or exchange products/services if you change your mind, found it cheaper somewhere else, decided you did not like the product or had no use for it. If you choose to purchase products without training and are unable to use these products, we will not refund, exchange or provide a credit note.

Please contact our customer services team for further information and assistance at info@elleebana.com

2. The item has a minor fault

If the item has a minor fault, please contact our customer service team who will request evidence of the minor fault together with the proof of the purchase confirmation (proof of purchase/invoice/receipt). Each case will be assessed to determine if the fault is minor or major and you may be required to return the product to your place of purchase.

3. The item has a major fault

If the item has a major fault in accordance with the Australian Consumer Law, you are entitled to choose between a refund, repair or replacement of the item (subject to availability). Products that are claimed to be faulty will need to be tested by our team to be confirmed as faulty. Proof of purchase must be provided upon request. We will only replace faulty products purchased from an authorised distributor. For any claims of faulty goods we will replace products or refund the cost of the purchase.

To view your rights as a consumer please click the link to view the policy on the Australian Competition and Consumer Commission (ACCC) website https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

Please note:

If you would like us to replace or provide a refund for an item and we find that:

  • the item has been lost, destroyed or disposed of by you; or
  • the item has been damaged after being delivered to you for reasons not related to its state or condition at the time of supply to you; or
  • the period of time since supply and circumstances are such that we are permitted by the Australian Consumer Law to decline to provide a refund or replacement,

then we may, at our discretion, decide not to replace or refund you for the item and/or we may require you to pay all reasonable postage costs. To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses that you incur as a result.


Products and batches are trialled & tested during productions and deemed to work 100% before they are shipped out.

You will only receive a full refund if you are returning the Product/s, undamaged and in its original packaging.

The unpacking and re-testing will be filmed at our premises. If the Product/s work, as per our description, you will receive a refund on the item only to the value of what is returned.

Shipping will not be compensated.

In the unlikely event that the Product/s do not work, you will receive compensation for everything.

All our products are stored in a temperature controlled environment. We do not ship products over the weekend in hot summer months and every item is sent with the most expedited service possibly available to our stockists.

We do not carry any responsibility for products being unusable, due to hot weather or freezing in the cold climate/snow.


For all Australian orders – If your order is placed after 2pm this will not be processed until the following day and please allow 2 to 3 business days for us to process and pack your orders during our peak order periods. We will always work to get our orders out to you within the best possible time we can manage.

For all International orders – Please anticipate two weeks production time on your orders. Invoices will be emailed to you once your order is prepared for your payment. You will be sent a tracking number with the details about your shipment when it leaves our office.

Please note:

Additions to your order may add time delays to the shipment of your order. If you have an urgent request please contact us by phone to make these urgent orders or amendments.
Claims on any stock items missing from orders, damage, expiry dates or faulty items are required to be claimed within 7 days of receipt of stock. Claims outside of this time frame will not be considered. This is also stated on our invoices for your reference.
Lost freight or damaged stock due to mishandling of freight is not Ex Import’s responsibility.
As a part of our courses section – Models may not be in the Lash industry and are not permitted to sit in on the course. If you cannot find a model, please contact us no later than 7 days before course start. We will try our best to find a model but cannot guarantee a model for each student.

In this case the student has to work on a practice head or swap with another student.

By booking in for Ex-Import’s Training you agree to the Payment & Refund Policy (there is no Payment Policy Sated) as stated.


Our role is to support and assist you in becoming a great lash or brow artist and reaching your own goals, but your success depends primarily on your own effort, motivation, commitment and follow-through. “Ex-Import” cannot predict and does not guarantee that you will attain a particular result, and you accept and understand that results differ for each individual.

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