Refund policy

At Browelle, we want you to feel confident in your purchase. If something isn’t right with your order, please contact us at hello@browelleco.com and our customer care team will work with you to find an appropriate solution.

This Refund Policy applies to purchases made directly from Browelle and is provided in addition to any mandatory consumer rights that apply in your country.

1. Please Read Before Ordering

We encourage you to carefully review the product description, shade information, product images and other information provided on our website before placing your order.

Cosmetic products can look and perform differently from person to person. Results may vary depending on factors including your natural brow colour and shape, skin type, skin preparation, application technique, lighting and the shade selected.

Please also keep in mind that colours displayed on a phone, computer or other screen may vary slightly from the appearance of the physical product due to screen settings, lighting and photography.

A difference in personal preference, where the correct product has been supplied as described, does not normally mean that the product is defective.

2. Product Support & Satisfaction Concerns

If you have received the correct Browelle product but are unhappy with the shade, appearance, application or overall result, please contact us at hello@browelleco.com.

Our customer care team will be happy to assist with product guidance, application advice and shade-related questions where possible.

Because cosmetic results can vary between individuals, receiving the correct product as described but deciding that the shade, appearance or result does not suit your personal preference is not normally considered a product defect.

If you would like a refund in these circumstances, your request will generally be treated as a change-of-mind return under Section 6 of this policy. Eligible products must be returned before a refund can be processed, and the customer is responsible for return shipping.

Please contact us before returning anything so that we can provide return authorisation and the correct return address.

In some circumstances, Browelle may choose to offer an alternative solution such as a replacement, partial refund, store credit or another goodwill resolution. Any such offer is considered individually, is not guaranteed and does not create an entitlement for future orders.

Nothing in this section affects your statutory rights where a product is damaged, defective, incorrect, unsafe or materially different from its description.

3. Damaged, Defective or Incorrect Products

If your Browelle order arrives damaged, defective, incomplete, unsafe, materially different from its description, or you receive an incorrect product, please contact us as soon as possible at hello@browelleco.com.

We recommend contacting us within 30 days of delivery so that we can investigate and resolve the issue promptly. This recommended timeframe does not limit any longer rights you may have under applicable consumer law.

When contacting us, please include:

• Your full name and order number
• A description of the issue
• Clear photographs or a short video showing the issue
• A photograph of the product and packaging
• If you received the wrong item or shade, a photograph showing the item received

If your concern relates to something shown on our website or in Browelle advertising, please include a screenshot or link where reasonably possible.

Once we have reviewed and verified the issue, we will provide an appropriate resolution. Depending on the circumstances and applicable law, this may include a replacement, full refund or partial refund.

You will not be required to pay reasonable return shipping costs where we require the return of a verified damaged, defective, incorrect or materially misdescribed product.

Please keep the affected product and its packaging until we have confirmed how the issue will be resolved.

4. Shade, Appearance & Individual Results

Cosmetic products may produce different results for different people.

Factors including your natural brow colour, brow shape, skin type, preparation, application technique and selected shade can influence the final appearance.

If you ordered and received the correct product and shade but decide that the colour or finish does not suit you personally, this will generally be treated as personal preference rather than a product defect.

Where eligible, refund requests based on personal preference will be handled as change-of-mind returns under Section 6.

If Browelle sent you an incorrect product or shade, or the product is materially different from the description provided when you purchased it, please contact us and we will handle the matter as an incorrect or misdescribed product under Section 3.

5. Opened or Used Cosmetic Products

For health and hygiene reasons, we generally cannot accept change-of-mind returns of cosmetic products that have been opened, used or had a hygiene seal broken.

This restriction does not apply where:

• The product is damaged or defective
• You received an incorrect product
• The product is unsafe
• The product is materially different from its description
• Applicable consumer law gives you additional rights

Opening an external delivery package does not by itself mean that a product has been opened for hygiene purposes.

Where a product is supplied with a hygiene or protective seal, restrictions relating to hygiene generally apply after that seal has been broken, where permitted by applicable law.

All hygiene-related return restrictions apply only to the extent permitted by applicable consumer law.

6. Change-of-Mind Returns

If you change your mind about your purchase, you may request an eligible return within 14 days of receiving your order.

Before returning anything, contact us at hello@browelleco.com.

Please do not return a product until Browelle has provided return authorisation and the appropriate return address. Returns sent without authorisation may not be processed correctly.

After notifying us of your return, eligible products should be returned within 14 days or within any longer period required by applicable law.

For change-of-mind and personal-preference returns:

• The customer is responsible for return shipping costs.
• We recommend using a tracked shipping service.
• Products must be returned with all original components and accessories.
• Kits, sets and bundles must be returned complete to qualify for a full refund.
• Opened or used cosmetic products may not qualify for a change-of-mind return for hygiene reasons.
• Products should not be handled beyond what is reasonably necessary to inspect them.
• Browelle is not responsible for returns lost in transit before reaching the authorised return address.

Where permitted by law, we may make a reasonable deduction for any reduction in value caused by handling beyond what is necessary to inspect the product.

Refunds for eligible returns will generally be processed after we receive and inspect the returned product, or after you provide appropriate evidence that the return has been sent where applicable law requires this.

Where required by applicable law, standard outbound delivery charges will also be refunded. Additional amounts paid for express, priority or upgraded delivery generally will not be refunded unless required by law.

Statutory Right of Withdrawal

Customers who have a statutory right of withdrawal, including eligible consumers in the European Union, European Economic Area and United Kingdom, may have the right to notify us of their decision to withdraw within 14 days after receiving their order and then return the eligible goods within the applicable statutory period.

Exceptions may apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where permitted by applicable law.

Your statutory consumer rights are not affected by this policy.

7. Order Cancellations & Address Changes

If you need to cancel an order or change your delivery details, contact hello@browelleco.com as soon as possible.

We will make reasonable efforts to accommodate your request. However, we cannot guarantee that an order can be changed or cancelled once it has entered processing, fulfilment or shipment.

Customers are responsible for providing complete and accurate delivery information when placing an order.

If an order cannot be delivered or is returned because an incorrect or incomplete address was provided, Browelle may offer redelivery subject to payment of any additional shipping costs.

If you request a refund instead of redelivery in these circumstances, original shipping charges and any unrecoverable carrier costs may be deducted where permitted by applicable law.

8. Allergic Reactions & Sensitivities

If you experience irritation, sensitivity or a suspected allergic reaction after using a Browelle product, discontinue use immediately.

Please contact hello@browelleco.com with:

• Your order number
• A photograph of the product and packaging
• A brief description of what happened

We will review the circumstances individually and determine an appropriate resolution.

We recommend reviewing the ingredient information supplied with the product before use, particularly if you have known allergies or sensitivities.

Where appropriate for the product, consider performing a patch test before first use.

If you experience a serious reaction or have concerns about your health, seek advice from an appropriate healthcare professional.

9. Delivery Issues & Orders That Have Not Arrived

If your order has not arrived within the estimated delivery timeframe provided by Browelle, please contact us at hello@browelleco.com.

We may investigate the shipment with the relevant carrier and, depending on the circumstances and tracking information, provide an updated delivery estimate, replacement or refund where appropriate.

International shipments may occasionally experience delays caused by customs processing, local delivery networks, severe weather or circumstances outside our reasonable control.

These circumstances do not remove any mandatory consumer rights you may have if an order is ultimately lost or not delivered.

If tracking indicates that your package has been delivered but you cannot locate it, we may ask you to check the delivery location, household members, neighbours, reception or concierge services and the local carrier before completing our investigation.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes or handling charges imposed by authorities in the destination country.

Unless stated otherwise at checkout or required by applicable law, these charges are the customer's responsibility.

10. How to Request a Return, Replacement or Refund

To request assistance, email hello@browelleco.com and provide:

• Your full name
• Your order number
• The reason for your request
• Clear photographs or a short video where relevant
• Any other information reasonably necessary for us to investigate the request

Please do not return products to the address shown on the original shipping label unless we specifically instruct you to do so.

Contact us first so that we can provide the correct authorised return address and instructions.

Submitting a refund or return request does not automatically mean that it has been approved. Requests are reviewed in accordance with this policy and applicable consumer law.

11. Refund Processing

Approved refunds will normally be issued to the original payment method used for the purchase.

Once Browelle has processed a refund, please allow approximately 5–10 business days for the funds to appear in your account. The exact processing time depends on your bank, card issuer, or payment provider.

For approved change-of-mind or personal-preference returns, Browelle may wait until the returned goods have been received or appropriate evidence of return has been provided before issuing the refund, as permitted by applicable law.

If the original payment method is no longer available, contact hello@browelleco.com so that we can review the available options.

12. Fraudulent or Abusive Claims

Browelle reserves the right to refuse voluntary refunds, replacements, credits or other goodwill remedies where there is reasonable evidence of fraud or abuse, including:

• Deliberate product damage
• Falsified or manipulated photographs or evidence
• Repeated misuse of our refund or replacement process
• Multiple claims relating to the same purchase
• Materially false information provided in connection with a claim
• Substantial use of a product before submitting a claim where the claim is based solely on personal preference

This section does not restrict any mandatory consumer rights relating to genuinely damaged, defective, unsafe, incorrect, undelivered or materially misdescribed products.

13. Your Statutory Consumer Rights

This Refund Policy is provided in addition to your statutory consumer rights.

Nothing in this policy is intended to exclude, restrict or replace rights that cannot legally be excluded under the consumer protection laws applicable to your purchase.

Where there is any conflict between this policy and mandatory consumer law, the applicable mandatory consumer law will prevail.

Contact Us

For questions regarding returns, replacements, damaged products or refunds, please contact:

Browelle Customer Care
Email: hello@browelleco.com

Please include your order number whenever possible so that we can assist you more efficiently.

With love,
The Browelle Team