Terms and conditions

Mylash is a business that helps people enhance their eyelashes using the best possible products and treatments. We can provide advice for individuals that feel they suffer from inadequate or sparse eyelashes or eyebrows. Safety is our number one concern and we will not offer a treatment to any individual that is unsuitable. Please ensure that you read and understand all of the terms and conditions that follow before using any product or treatment that we offer as part of our service.

Delivery

We will process and arrange your order within 72 hours. We use signed-for delivery. This may take 5 working days from dispatch for our UK clients. Most receive their order within 3 working days in the UK. Non-UK clients should expect a longer time period. If you have had a delay, please contact us.

Returns Policy

The Consumer Protection (Distance Selling) Regulations 2000 state that in the supply of goods that cannot be used again there is no right to cancel.

MyLash will not be liable for any loss, damage or delay that results from you having to collect an item that relates to this service from a post office because there was no-one to sign for a delivery at the shipping address you gave. MyLash will not be liable for any loss, costs, damage or delay that results from you failing to collect an item that is waiting for collection at a post office.

MyLash will not be liable for any loss or damage if someone signs for a delivery related to this service at the shipping address that you gave yet fails, for whatever reason, to deliver the item to you in person.

At times we may offer a refund solely at our own discretion in exceptional circumstances. Please contact us to make a request but accept that this is unlikely. By requesting a refund you are confirming, once again, that you have read and agree completely to the full terms and conditions.

Privacy

Mylash upholds the UK Data Protection Act. Unless required to do so by law, Mylash will not, without your approval, intentionally reveal your personal details to third party organisations other than those directly involved in providing the Mylash service. Mylash will never sell client details for any purpose. Mylash takes all reasonable steps to protect your personal details from unintentional disclosure.

Company details

Mylash Online Limited
3 Baird Gardens, Blantyre, Glasgow, G72 0WT
SC448488

Specific information for conditioning serum clients

How the service works

This product does not require a consultation. It has been formulated to be suitable for all possible clients. It helps maximise the natural growth and condition of the existing hair.

Contraindications

If you are allergic to any of the ingredients then you should not use the treatment. We would not recommend using the treatment if you have had a reaction to any eyelash serums before, had surgery on or around the eyes within the last 6 weeks, have any active eye infections or any other problems in the area.

Application

We recommended that you apply the conditioning serum daily in the morning before makeup, and allow at least 10 minutes to dry. Use out inbuilt applicator to comb the liquid from the base of the eyelash outwards or following the natural direction of the hair for the eyebrows. Do not touch the exposed applicator on any other surface.

Risks and side effects

The majority of our clients experience no side effects. Side effects are, however, possible from the use of any treatment. If you had any issues then we will provide you with follow-up advice.

The possible side effects of this treatment include, but are not limited to:

INFLAMMATION

There is a risk of itching, vascular congestion in the eye, irritation, dry eyes, redness, allergic reaction. In our experience this normally resolves and is often due to the application of excess liquid onto the eyelashes.

INFECTION

Infections can occur whenever a product is used near the eye which in most cases are easily treatable, but in theory an infection could cause permanent scarring. An infection could be in or around the eye such as a stye, blepharitis or conjunctivitis. We are not aware of any serious infections from using our conditioning serum or ones from other companies but we could never rule out the unlikely case of an infection occurring.

Effectiveness

This treatment conditions the eyelashes and eyebrows to maximise their appearance. If used along with the growth serum then there may be synergistic gains but there are no independent trials to confirm this.

Pricing

The cost of this product is £79 and most find that this lasts for 6 months. Individual usage will vary this figure.

Alternative treatments

Alternatives to treatment include no treatment, the use of eyelash extensions, tinting of the eyelashes, the use of an alternative serum, and the insertion of fake eyelashes.

Specific information for growth serum clients

How the service works

We will ask you to fill in the online questionnaire. It is important that you complete this truthfully. If your income depends significantly on your physical appearance then please let us know in advance. If it is decided that it is not in your best interest to receive a particular treatment or product then you will not be charged. You may be asked for additional information by email, phone call or video call.

Contraindications

There are individuals that we will not provide treatment for due to contraindications. These include:

ACTIVE EYE DISEASE

Any active eye disease, including intraocular inflammation (uveitis) and macular oedema. Anyone with previous serious eye disease is likely to not receive treatment.

PREGNANCY/NURSING

While there are no adequate and well controlled studies for eyelash enhancing products in pregnant or nursing woman, it should not be administered during pregnancy since the potential benefit does not justify any risk to the unborn child. We would not offer any treatment to nursing mothers. As part of our terms you must not use the treatment if you plan to be pregnant and you must immediately stop treatment if you find yourself pregnant.

CONTACT LENSES

Contact lenses should be removed prior to application of the solution and may be reinserted 10 minutes following its use.

HYPERSENSITIVITY

People with known hypersensitivity to benzalkonium chloride, sodium phosphate, citric acid, sodium chloride, purified water, sodium hydroxide or hydrochloric acid.

Risks and side effects

Side effects are possible from the use of any treatment but the overall majority of our clients are thought to experience no side effects. If you had any issues then we will provide you with follow-up advice.

The possible side effects of this treatment include but are not limited to:

INFLAMMATION

There is a risk of itching, vascular congestion in the eye, irritation, dry eyes, redness, allergic reaction. Redness and itching of the eye is the most common side effect. Trials have demonstrated less than 4% of users experience this. In our experience this normally resolves and is often due to the application of excess liquid from some treatments.

INFECTION

Infections can occur whenever a product is used near the eye which in most cases are easily treatable, but in theory an infection could cause permanent scarring. An infection could be in or around the eye such as a stye, blepharitis or conjunctivitis. We are not aware of this having been reported in clinical papers for the cosmetic application of treatments we may offer but we could never rule this out in the unlikely case of an infection occurring.

PIGMENTATION

Increased iris pigmentation has occurred when the formulation of bimatoprost was instilled directly onto the eye, although this is rare. You should be advised that the potential for increased brown iris pigmentation is likely to be permanent should this side effect occur. Iris colour changes may not be noticeable for several years of constant use. Pigmentation may occur at the skin in contact with the liquid that is applied. This can cause darkening of the tissue. This is not thought to be permanent and subsides with discontinuation of treatment. Both of these side effects are mitigated by following the instructions and not applying any liquid onto the eye.

FAT ATROPHY

When using bimatoprost to treat glaucoma, there have been reports of a reduction in the levels fat around the eyes which is thought to often be reversible by stopping treatment. This is called prostaglandin-associated periorbitopathy. The dose applied to the eyelid is 20 to 40 times lower than applied for glaucoma. Applying the treatment precisely to the lash line minimises the exposure of the tissue surrounding the eye. We cannot guarantee that this would not occur but long term studies of the cosmetic application of bimatoprost have not found this problem.

Application / use

This product should be used as directed to reduce the risk of complications and side effects. The bottle must be kept intact during use and the bottle tip should never be allowed to contact any surface. An applicator is used to apply a solution to the base of the top eyelashes, much like liquid eyeliner. Applicators should only be used for one night and then discarded. You are not instructed to apply to bottom lashes. You should not use this treatment more than once per day. Additional application will not improve results and may increase the risk of possible complications and side effects. Upon discontinuation your eyelash dimensions may return to their pre-use level. We cannot suggest that results can be obtained on any other areas other than the eyelashes or eyebrows. Sufficient studies have not been performed as to the safety and effectiveness in any other area. There is always a possibility of therapeutic failure and that although the results are usually dramatic, the practice of medicine is not an exact science and no guarantees will be made concerning the expected results in any case. You should not share the treatment with anyone else. We encourage everyone to maintain a good relationship with their GP and to relay any information regarding their health and any treatments that they undertake to them.

Effectiveness

Clinical trials have demonstrated an average outcome of 25% longer, 106% thicker and 18% darker eyelashes over a 16 week period. Our service may offer multiple treatments with the combined aim of improving eyelash appearance.

Pricing

The Mylash growth treatment service cost can range from £110 to £440. This includes the prescription, administration fee, applicators , delivery and any medication ordered on your behalf from a UK based pharmacy.

Alternative treatments

Alternatives to treatment include no treatment, the use of eyelash extensions, tinting of the eyelashes, the use of an alternative serum, and the insertion of fake eyelashes.

Specific information for eyemask clients

How the service works

This silk eyemask reduces traction and damage to the eyelashes and eyebrows while you sleep. It stops you from rubbing the area inadvertently with your hands or against a pillow. This may improve the appearance of your eyelashes and eyebrows by reducing breakage and the number of hairs that are shed.

Contraindications

There are no absolute contraindications. If you have recently had surgery on or around the eyes within the last 6 weeks then we would advise that you are cautious and checking with the surgeon that it is OK to use a mask at night.

Effectiveness

There are no independent trials to confirm the effectiveness of using an eyemask at night to improve the condition of your eyelashes or eyebrows. There is only anecdotal experience – some people believe it is effective but there are others that find it does not make a difference.

Pricing

The cost of this product is £48.

Detailed terms and conditions. 1. Acceptance of this service’s terms and conditions. By using this service you are deemed to understand, consent to and agree to be legally bound by these Terms and Conditions. If you do not understand and agree to these terms and conditions you should not use this service. If you have already purchased you must cancel your order by contacting Mylash immediately. 2. Terminology. The term ‘the website’ means URL mylash.org and all associated pages. The term ‘this service’ means the provision of information, advice, consultation, investigation, products, and/or treatment organised by Mylash. The term ‘product’ refers to any product sold directly from the website. The term ‘the remote consultation’ means the provision of the Mylash service whenever a Mylash expert has not been able to meet with the patient for that specific episode of care. The term ‘Mylash expert’ means an individual or company employed, contracted or who has been given practicing privileges or an equivalent by Mylash. A ‘Mylash expert’ is often a clinician that can make a decision on suitable treatment based on the information provided. The term ‘law’ shall be construed as a reference to any law (including common or customary law), statute, judgement, regulation, directive, by law, order, ordinance or any other legislative measure of any government, supranational, local government, statutory or regulatory body or court, in each case having the force of law. The term ‘Terms and Conditions’ comprises of paragraphs 1 to 16 and includes the Privacy Policy. 3. The importance of providing true, timely and complete information. You agree that all information that you provide to Mylash will be true and complete to the best of your knowledge and that you will not omit information that could reasonably be judged to be potentially relevant to Mylash in the provision of a service. If your health changes or you think that you may have had an adverse effect then you agree to notify Mylash straight away. 4. Care provided by Mylash experts. a. When a Mylash expert prescribes treatment for your use that Mylash expert is taking responsibility for your care, but you agree that no promises are made, given or intended by the advice provided by the Mylash expert who will have provided what they consider to be the best medical advice given the information they have. You agree that Mylash is not responsible for what you choose to do with any advice that is given by a Mylash expert. b. The decision to prescribe constitutes a relationship solely between the prescribing practitioner and yourself. Mylash and any associated person is absolved of any blame resulting there from. Details of the prescriber will be provided on request with your order number. c. By undertaking the Mylash service, the individual acknowledges that they are fully informed and consent to the treatment with its associated risks. The prescribing doctor, Mylash and associated parties are released from liability associated with this service. d. If your income depends significantly on your physical appearance then you must disclose this to Mylash in writing as this may influence a prescribing decision. e. For the avoidance of doubt, medicine may not be 100% effective due to a variety of factors. Known or unknown side effects can occur with any medication or treatment 5. Scope of services provided. The scope of the services offered by Mylash is not exhaustive. 6. Products, services and treatments. a. You agree that any treatment prescribed will be solely for your own personal use and that you will not allow any other person use of your treatment. b. You agree that if a Mylash expert prescribes you treatment you will contact Mylash if you are uncertain as to how to take your treatment. You agree that, in this situation, you will wait for a response from Mylash before taking the relevant treatment. c. You agree that if a Mylash expert prescribes treatment and you suffer from any noticeable side-effects, you will stop the treatment and contact Mylash to allow Mylash to fulfil a duty of after-care and to allow Mylash to monitor the effectiveness of all treatments given. The most common side effects include but are not limited to irritation at the site of application, darkening of the skin at the site of application and itchiness at the site of application. d. The prescribed treatment may be ordered on your behalf from a pharmacy with Mylash acting as an agent on your behalf. Your treatment may be handled by Mylash to provide you with this treatment. If you wish to know the details of your specific order then please email us. The pharmacy will act on a prescription issued by the Mylash expert. You consent to Mylash taking custody of any dispensed item until it has been delivered to the client. e. Off label use of licensed medication. All medications we offer are fully licensed within the UK. Some medications we prescribe for conditions, or circumstances that are outside of the license, also known as ‘off-label’. Prescribing ‘off-label’ is common practice by healthcare professionals to ensure a medication can safely benefit as many patients as possible. We only offer these medications when we are confident that we have reviewed literature and guidelines. Our prescribing is always based on updated information and evidence since the product first became available. f. International clients. Mylash is a UK based company. We use medication sourced from the UK and licensed in the UK. We adhere to local guidelines and do not claim to adhere to those in overseas jurisdictions. We will send any treatments to you for personal use but it is up to you to interpret local regulations surrounding the import of medication. You absolve Mylash, any associated persons and Mylash experts of any expectation for a face to face, in person consultation in your jurisdiction. A Mylash expert can provide advice remotely. We will not provide a prescription that you can use for a medicine to be dispensed locally. For the purpose of law, the complete Mylash service takes place in the UK. g. We are not an online pharmacy. We will not fulfill prescriptions or offer a pharmacy service to you. h. Products provided, including our conditioning serum and eye mask, are provided without guarnatee of any results. We hope to offer a quality product but there are no independent trials which confirm the possible outcomes from these products. Due to their nature, we cannot offer a refund on these if they have been opened unless they are clearly defective in which case we would provide a replacement. 7. Informing your GP about any treatment that is prescribed. You agree that Mylash has advised all users of this service of the benefits of keeping their General Practitioner (GP) informed of any treatment prescribed and that Mylash has offered to so inform your GP if you provide Mylash with the relevant contacting information for your GP. You are required to provide feedback to Mylash about any side effects or problems whether or not your GP has been contacted. 8. Informed consent. You agree that by requesting treatment you formally give your informed consent for the Mylash expert to prescribe treatment. You agree that you have received and understood all the information necessary to make an informed decision to start any treatment. You confirm that you are over the age of 16 and competent to make decisions regarding your own health. 9. Your Mylash account. a. You agree that you will not share any of your Mylash details with anyone. You acknowledge that you will take all reasonable steps to ensure that a third party does not try to use the service under your name or on your behalf. b. You agree that by using the Mylash service you consent for us to contact you by email, videocall, telephone – including SMS – if and when Mylash judges it appropriate to do so. c. By placing an order with Mylash you are bound to complete the medical form and answer appropriate medical questions by Mylash, a Mylash expert or any entity acting on its behalf. d. You agree that no penalty against Mylash can be raised for any delay in the service. e. Mylash reserves the right to deny, without explanation, treatment to any individual. 10. Provision and efficacy of treatment. a. You acknowledge that provision of treatment does not guarantee any outcome and that no result is a possible outcome. b. You acknowledge that where the price of a service includes one course of treatment, one course of treatment may not be sufficient to cure or manage the condition in question and that you may have to pay for a further course of treatment from Mylash if the first course of treatment is not effective. c. We are under no obligation to issue a prescription as a result of any consultation, and once we have provided the consultation, our Service is fully performed even if we decide that treatment or issuing a prescription is not appropriate. d. For the avoidance of doubt, medicine may not be 100% effective due to a variety of factors. Known or unknown side effects can occur with any medication or treatment. Always read the patient information leaflet. Our clinical staff make every effort to ensure you are provided with advice and treatment within current national guidelines or updated information as applicable. 11. Suitability of this service. a. You agree that Mylash has provided sufficient information for you to make an informed decision as to whether this service is appropriate for your situation. b. The Consumer Protection (Distance Selling) Regulations 2000 state that in the supply of goods that cannot be used again there is no right to cancel. All Mylash services are personalised and as such there is no right to cancel. Nevertheless, Mylash may offer, at their discretion, a full refund to users of Mylash’s services who provide the product in its original unopened condition. If a customer requests a refund then they agree that they will not submit a review of Mylash on any website or publication; if they have written a review then they agree to remove the review and bear any costs to do this. If a delivery has been made and the patient has decided to cancel within 7 days of receiving the product, then a full refund will only be given upon Mylash’s receipt of the package, in its original unopened condition and at the discretion of Mylash. Delivery in this situation will be paid for by the customer and not refunded. If a delivery is lost by the postal service used then the customer agrees to complete any necessary paperwork to confirm that they have not received the package. 12. Privacy Policy. Mylash upholds the UK Data Protection Act 1998. Unless required to do so by law, Mylash will not, without your approval, intentionally reveal your personal details to third party organisations other than those directly involved in providing the Mylash service. Mylash takes all reasonable steps to protect your personal details from unintentional disclosure. The remote nature of the Mylash service necessarily relies upon using electronic forms of communication, post, videocall, telephone and SMS. There are inherent vulnerabilities in using such forms of communication and Mylash is therefore unable to give a guarantee that a third party unrelated to the Mylash service will not intercept communications. 13. Disclaimer. a. To the fullest extent permitted by applicable law, under no circumstances will Mylash be liable for any of the following losses or damage (whether such losses were foreseen, foreseeable, known or otherwise): (a) loss of emotional wellbeing including, but not limited to, any embarrassment caused (b) loss of data; (c) loss of revenue or anticipated profits; (d) loss of business; (e) loss of opportunity; (f) loss of goodwill or injury to reputation; (g) losses suffered by third parties; or (h) any indirect, consequential, special or exemplary damages arising from the use of the Mylash service regardless of the form of action. Nothing in this clause is intended to exclude or limit Mylash liability for death or personal injury caused by negligence or fraud. You agree that to the fullest extent permitted by applicable law, Mylash makes no representations or warranties with respect to any treatment, information, advice or action relied on or followed by any person using the Mylash service. c. Mylash does not warrant that the Mylash websites or this service in general will be either available without interruption or error-free or that the website, server, hardware and software that support the Mylash service are free from viruses or something that may interfere with the normal operations of your systems. Mylash will not be liable for any loss or damage resulting from the transmission of data as may occur during communications with Mylash. d. Mylash will not be held responsible for loss or damage that arises from the fact that the nature of this remote service means that Mylash can not fully replicate the level of emotional support often associated with traditional physical consultations. e. To the fullest extent permissible by law, Mylash will not be held responsible for any information that is inadvertently omitted from this service or for any errors that are inadvertently included within the Mylash service. For the avoidance of doubt, Mylash will not be held responsible for any loss or damage that results from inaccuracies on the Mylash websites that relate to physical medical clinics or practices. f. Mylash will not be liable for any loss, damage or delay that results from you having to collect an item that relates to this service that needs to be collected from a post office because there was no-one to sign for a delivery at the shipping address you gave. g. Mylash will not be liable for any loss, damage or delay that results from you failing to collect an item that is waiting for collection at a post office. h. Mylash will not be liable for any loss or damage if someone signs for a delivery related to this service at the shipping address that you gave yet fails, for whatever reason, to deliver the item to you in person. i. Mylash will not be required to send a repeat order of treatment to a patient when treatment has been signed for at the delivery address and, for whatever reason, treatment has not been started or completed by the patient. Similarly Mylash will not be required to send a repeat order of treatment to a patient when treatment has been dispatched but not yet delivered until the original order of treatment has been returned to Mylash. j. Mylash aims to forward any medications onto the user within 5 working days if they are based in the UK. Delivery time is longer for non-UK clients. Unfortunately, delays can occurs and in this case we will act to deliver in the shortest possible period of time. k. Mylash is not responsible for any custom charge that is levied upon any package that it sends. l. To the fullest extent permitted by applicable law, Mylash disclaims any liability resulting from the provision of services by third party providers. Liability shall rest with the appropriate third party provider and shall not under any circumstance be deemed to rest with Mylash. m. By linking to third party websites Mylash does not endorse the policies, practices, or opinions expressed on these sites. Mylash does not make representations or warranties as to the accuracy or any other aspect of the information contained on such websites. n. Any trademarks or logos used throughout this website are the property of their respective owners. Specifically, Latisse is a registered trademark of Allergan. We are not directly endorsed by Allergan and make no effort to appear that we are. o. Medicine product characteristics of bimatoprost can be found here: https://www.medicines.org.uk/emc/files/pil.657.pdf o. Medicine product characteristics of travoprost can be found here: https://www.medicines.org.uk/emc/files/pil.1556.pdf q. Medicine product characteristics of minoxidil can be found here: https://www.medicines.org.uk/emc/files/pil.5781.pdf r. We reserve the right to restrict access to our website at our discretion. s. We reserve the right to decline to do business with anyone with providing an explanation. 14. Exclusive jurisdiction of the Scottish courts. If any of these terms and conditions should be determined to be illegal, invalid or otherwise unenforceable by reasons of the laws of any state or country in which these terms and conditions are intended to be effective, then to the extent and within the jurisdiction which that term or condition is illegal, invalid or unenforceable, it shall be severed and deleted from the agreement and the remaining terms and conditions shall survive, remain in full force and effect and continue to be binding and enforceable. The above terms and conditions shall be governed by and construed in accordance with Scottish law and you irrevocably submit to the exclusive jurisdiction of the Scottish Courts. 15. Complaints. Any complaints are to be made by email to Mylash and the contact page on the website has contact details. Mylash endeavours to handle all complaints satisfactorily to all involved parties. 16. Change to Terms and Conditions. Mylash reserves the right to change these terms and conditions at any time by posting changes online. You are responsible for regularly reviewing information posted online to obtain timely notice of such changes. Your continued use of the website and the entire Mylash service after changes are posted constitutes your acceptance of these terms and conditions as modified by the posted changes. Mylash does not need to notify each client of each change to these terms.