Lash PlusReviews of lash-plus.com

Response from Lash PlusOct 18, 2026

Thank you for sharing your feedback. However, several important details in your review are inaccurate or presented without the necessary context. Firstly, you did not purchase the Lash Plus LED Tweezer 2.0. You purchased the original 1.0 model. Your review repeatedly refers to a product you did not purchase, which is misleading to other customers. Secondly, no product defect was established. You had the device for 29 days and had been using it in your professional salon before requesting a full refund. We asked you to return the system so that we could inspect it, assess its functionality and determine whether any genuine defect existed. You did not agree to return the product. Regarding the documentation, we acknowledged that there was an error in one section of the manual. However, the correct functionality was explained in approximately seven to nine other locations throughout the documentation. Your review focuses exclusively on this single inconsistency while overlooking the numerous places where the operation was correctly described. Importantly, the manual containing this error was not available to you before your purchase, so it could not have influenced your original purchasing decision, despite your review suggesting otherwise. We take documentation accuracy seriously and acknowledged the mistake. However, an isolated documentation error does not automatically establish that a working product is defective or justify retaining it while demanding a full refund. You also raised concerns about international shipping costs. We understand these costs can be frustrating, but we also incur substantial shipping and fulfilment expenses when delivering products to customers. In fact, we offer duties-paid international shipping to help make the purchasing experience more straightforward. We have exchanged numerous emails with you and invested considerable time attempting to reach a reasonable resolution. At no point did we simply dismiss your concerns or refuse to investigate them. We requested the most basic and reasonable step in resolving a product dispute: returning the device for inspection. What you were ultimately requesting was a full refund for a product you had used in your salon for 29 days, without returning it or allowing us to inspect it. That is simply not a reasonable or sustainable expectation of any business. Companies cannot continue to manufacture, ship and support professional equipment if customers can use products for weeks, request their entire purchase price back and retain the equipment without any verification or return process. We are absolutely committed to supporting our customers and taking responsibility when something genuinely goes wrong. But that responsibility must be balanced with a fair and reasonable process for both parties. We remain willing to assess the device through the appropriate return and inspection process. However, expecting a full refund while retaining a used product, without establishing a defect or permitting an inspection, is not a reasonable resolution. We stand behind our products, our customer service and our willingness to resolve legitimate concerns. We simply ask that reviews present the complete circumstances accurately, including the product actually purchased and the reasonable steps offered to resolve the matter. Lash Plus

Response from Lash PlusOct 9, 2026

Thank you for sharing your feedback. While we understand that you may not be satisfied with our warranty policy, these terms are clearly published and available for customers to review before purchasing. Our policies are applied consistently to all customers. We have offered you reasonable solutions, including the opportunity to return your device for inspection so we can determine whether the reported issue was caused by a manufacturing defect, accidental damage, or another factor. We also offered a heavily discounted upgrade to our latest LED Tweezer 2.0 as an alternative. Unfortunately, you have chosen not to accept either option, which is entirely your decision. However, declining the solutions offered does not mean that Lash Plus has failed to provide support or meet its obligations. We must also address the inaccurate and potentially misleading statements contained in your review, particularly the allegations regarding another customer's supposed experience. These third-party claims have not been substantiated and cannot be independently verified. We take the publication of potentially false or misleading information about our business seriously, and these concerns have been escalated to our legal and policy team for review. We respect your right to express dissatisfaction and share your personal experience. However, publishing a negative review does not change our warranty policies or the terms that were available at the time of purchase. Like other businesses, we operate under established terms and procedures to ensure customers are treated fairly and consistently. It would be unreasonable to expect us to disregard those procedures simply because a customer disagrees with them. Our offer to inspect your device remains open, and we are happy to assist you through the appropriate process. However, we cannot make a determination about the cause of a reported fault without first examining the product. Lash Plus Commercial Team

Response from Lash PlusJul 31, 2026

Hi Jennifer, Thank you for your feedback. We apologise for your disappointment regarding the outcome of your recent requests. However, we would like to clarify several important points. You purchased the Lash Plus LED Tweezer Expert Kit, which includes multiple products and services: the LED Tweezer, professional LED glues, a remover, tweezers, a lash tray, online education, digital certification, and additional supporting materials. Please note that all the products in your kit were opened and used. The issue with the LED Tweezer was reported after the standard 6-month warranty period had expired. While we do not believe a full refund or complimentary replacement is justified, we did offer a reduced-cost replacement option as a courtesy. Additionally, we extended an offer for a free repair if the item is returned. Regarding the Aqua LED Glue, your request for a replacement came two months after you received the product. Please remember that professional adhesives have a limited shelf life, so expecting an automatic replacement under these circumstances is quite unexpected. Our policies concerning warranties, returns, adhesives, and product care are clearly outlined on our website and were available to you prior to your purchase. We enforce these policies consistently, regardless of the tone of communication we receive from customers. You mentioned that you are addressing this issue through NSW Fair Trading and NCAT. We are prepared to respond through the appropriate channels. We firmly believe that your claim is not valid, no matter how the situation is presented. We regret that we were unable to reach the outcome you desired, but our position remains unchanged. Fortunately, cases like this are rare. Best regards, Lash Plus

Response from Lash PlusFeb 27, 2026

Thank you for taking the time to share your feedback. We genuinely stand behind the quality and engineering of our products, and we take all concerns seriously. However, we must respectfully clarify several important points. Our LED Tweezer system is not a generic product. It is a patented device developed over several years, with specific engineering requirements including an internal support structure, pressure sensor calibration, certified electronic components, and safety compliance standards. The materials used are selected for functionality, safety, and professional durability — not cosmetic appearance alone. Regarding your comments: • The carrying case is designed for lightweight portability and international shipping efficiency. We have not previously received feedback suggesting chemical odor or structural failure, but we will investigate it. • The silicone sleeve is medical-grade and designed specifically for grip, insulation, and hygiene. It has been tested for repeated professional use in salons internationally. Furthermore, all of our materials are tested and certified by international compliance testing organisations. • The included branded materials are optional and intended to support marketing for technicians who choose to use them. They do not impact the core device performance. • The manual is professionally printed and translated for clarity and safety compliance. If yours was misprinted, that would be unusual, and we would want to review it. Digital copies are also provided. We also want to clarify our refund policy. As clearly stated at the time of purchase, used professional devices are not eligible for cash refunds due to hygiene and compliance regulations. We do offer store credit in line with our published policy. This is standard practice for many professional-use beauty tools. Would you ask for a refund for a used toothbrush? Comparing a patented, safety-tested device to low-cost marketplace products is simply not accurate. The internal components, curing calibration, compliance standards, and product support are entirely different categories. We respect that not every product is the right fit for every technician. However, we do not believe it is fair to suggest the product is equivalent to mass-produced marketplace items when significant R&D, certification, and testing have gone into its development. If you would like to discuss your concerns directly with us, we remain available via email. We wish you all the best in your business.

Response from Lash PlusAug 12, 2025

We’re sorry you experienced issues with your product. After the fault, we sent a replacement at no cost. We offered either our newest LED Tweezer upgrade or a refund for the device (as outlined in our returns policy). We’d still be happy to resolve this for you — please reach out so we can finalise your preferred option.

Response from Lash PlusJul 2, 2025

Thank you for taking the time to share your feedback. I'm really sorry to hear you haven't had a great experience with the glue. It sounds like you selected our cyanoacrylate-free glue, which is specifically formulated for clients with extreme sensitivities. Because it’s quite different from traditional LED lash adhesives, it does require a modified application technique, which we explain in detail on our website. That said, we completely understand that not everyone has time to read through all the product guidance before purchasing. We want every lash artist to feel confident with our products, and while this particular glue may not have been the right fit for you, many of our other glues have received overwhelmingly positive feedback. If you’re open to it, we’d love for you to try one of those instead—we think you’ll have a much better experience. While it’s disappointing to receive a one-star review based on one specialized product, we truly appreciate your honesty and hope you’ll give us another chance in the future. Warm regards, Lash Plus