We want every visit to end with you happy. These policies explain how we handle concerns, bookings and refunds, so everything is clear before your appointment. Nothing here limits your rights under the Australian Consumer Law.
If You’re Not Happy With a Service
Please tell us as soon as possible — we can only fix what we know about.
- Contact us within 3 days of your appointment for brow, wax, tint, henna and facial services.
- Contact us within 7 days for eyelash extensions, lash lifts and brow lamination.
Message us on Facebook, call the kiosk on 07 3482 2883 or the salon on 07 3886 9462, or email info@iconicbrownlash.com.au. Photos help us assess quickly.
How we make it right: we’ll ask you to come in so a senior technician can assess your lashes, brows or skin in person. If the concern relates to our workmanship, we will redo or correct the service at no charge. This complimentary rectification is our standard remedy for service concerns.
Refunds are provided where required under the Australian Consumer Law — for example, where a service has a major failure that cannot be rectified. Refunds are not provided for change of mind, for results affected by not following aftercare advice, or for normal wear such as natural lash shedding and hair regrowth.
Please note: we’re unable to assess or rectify work that has since been altered, removed or worked on by another salon or technician.
Eyelash Extension Terms
Lash extensions are a maintenance service. To keep your set full:
- Infills are recommended every 2–3 weeks. Natural lashes shed daily (this is normal for everyone, extensions or not), and extensions shed with them.
- Sets more than 3 weeks past your last appointment are treated as a new full set, not an infill.
- Retention depends on aftercare: keep lashes dry for the first 24 hours, avoid oil-based products, and brush daily with a clean spoolie. Poor retention caused by aftercare, medications, hormones or lash cycle is not a service fault.
- If you believe extensions have been applied incorrectly, contact us within 7 days so we can assess them in person before any other salon works on them.
- We’re happy to safely remove extensions applied by us — ask us about professional removal rather than picking or pulling, which damages natural lashes.
Cosmetic Tattoo (Salon Only)
- Powder Brow and Ombre Brow include one complimentary perfecting touch-up 6–8 weeks after your initial procedure. This window matters — healed results can only be assessed and perfected in this period.
- Touch-ups outside the 6–8 week window, and annual colour refreshes (recommended at 8–12 months), are charged services — see our Pricing page.
- Healed results vary with skin type, lifestyle and aftercare. Some fading and unevenness during healing is a normal part of the process and is exactly what the included touch-up addresses — it is not a service fault.
- Your technician will confirm suitability, expected results and aftercare at your appointment.
Appointments, Cancellations & No-Shows
- Please give us at least 24 hours’ notice to cancel or reschedule so we can offer your spot to another client.
- Repeated late cancellations or no-shows may require prepayment to secure future bookings.
- If you’re running late, call us — we’ll do our best, but arriving very late may mean your service needs to be shortened or rebooked.
Gift Cards & Vouchers
- Gift cards are redeemable for services at both locations and are not redeemable for cash.
- Our gift cards do not expire.
Your Rights Under Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service booking and receive a refund for the unused portion, or compensation for its reduced value. If a failure does not amount to a major failure, we are entitled to remedy it — and we will, promptly and at no charge.
Nothing in these policies excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
Questions about any of these policies? Ask us in store, call, or email info@iconicbrownlash.com.au — we’re always happy to explain.
Last updated: August 2026