Refund & Return Policy
Last updated: October 2026
We want you to love your BrowEaze kit. This policy explains exactly when you can get a replacement or a refund, so there are no surprises. If anything goes wrong, please contact us first at support@broweaze.world and we will do our best to put it right.
1. Damaged, defective, incorrect or lost orders
If your order arrives damaged or defective, or you received the wrong item (for example a different shade or quantity than you ordered), or the item is materially different from how we described it, we will send you a free replacement or issue a full refund. You do not need to send the item back.
- Contact us within 14 days of delivery.
- Include your order number and clear photos or a short video of the product and its packaging.
- We will reply within 1 to 2 business days (see Contact information for our hours).
Lost parcels: if your tracking shows that your parcel has not been delivered 30 days after the date it shipped, contact us and we will send a free replacement or refund your order in full.
2. Change of mind (unopened items only)
If you change your mind, you may request a return within 14 days of delivery if the kit is unopened, unused, with its seal and original packaging intact.
- Contact us first. We will confirm if your return is eligible and send you return instructions. Please do not ship anything back before we reply.
- For change-of-mind returns, you pay the return shipping.
- Once we receive and inspect the item, we will refund the product price to your original payment method.
3. What we cannot accept back
For hygiene and safety reasons, we cannot accept change-of-mind returns of cosmetic products that have been opened, used or had their seal broken. This does not affect your right to a replacement or refund if the product is damaged, defective, incorrect or not as described (see section 1).
A shade choice is a personal preference and not a defect. Please choose your shade by your hair color and read the shade guide on the product page. If you are unsure which shade suits you, contact us before ordering and we will help you choose.
4. Cancelling an order
If you want to cancel, contact us as soon as possible. If your order has not yet shipped, we will cancel it and refund you in full. Once an order has shipped it can no longer be cancelled, but section 2 may apply.
5. How refunds are issued
Approved refunds are sent to your original payment method (for example PayPal or your card). We process approved refunds within 3 business days. Your bank or PayPal may take a further 5 to 10 business days to show the funds.
6. Payment disputes
If you have a problem with your order, please contact us before opening a dispute with your bank or payment provider. We resolve most issues quickly and fairly.
7. Your legal rights
This policy does not limit any rights you have under the laws of your country. For example, customers in the European Union and the United Kingdom may have a statutory right to withdraw from a distance purchase within 14 days, which does not apply to sealed cosmetic products once they have been unsealed. Nothing in this policy affects rights that cannot be excluded by law.
8. Contact
BrowEaze
Email: support@broweaze.world