Refund policy

RECENT UPDATE: U.S. Orders — Duties & Tariffs Notice

Due to uncertainty in current U.S.–Canada tariffs, orders shipping to the USA are non-refundable. As a small business, we are required to prepay duties upfront at the time of shipment. We’re absorbing this cost in good faith while we hope for trade conditions to return to normal — but it means we’re unable to offer refunds on U.S. orders at this time.

Any orders placed after the tariff effective date (August 22, 2026) are accepted with this policy in effect and cannot be cancelled or refunded once submitted. We appreciate your understanding and continued support.

 

ORIGINAL Returns & Refunds Policy

We want you to love your Brow Tool! If it feels a little tricky at first, it gets easier with practice — we promise. If you’re still not happy, we’re here to help.

Return Eligibility
• Returns accepted within 14 days of delivery
• Please keep the original felt bag packaging with the Brow Tool. As a small business, we always appreciate the extra care for our product. 

How to Return
Email us at hello@browtool.com with:
– Your order number
– Reason for return
We’ll reply within 24 hours with return instructions.

Return Shipping & Fees
• You are responsible for return shipping costs
• A $10 restocking fee will be deducted from your refund (covers duties, tariffs, and processing costs already incurred)
• As a small growing business, we’re unable to offer free return shipping at this time

Refunds
Once we receive your return, we’ll send a confirmation email and issue your refund to the original payment method (minus the $10 restocking fee).  
Refunds typically appear within 5–7 business days.

Order Cancellation
You may cancel for a full refund if the order has not been processed or shipped.  
Once a shipping label is created (tracking number generated), cancellation is no longer possible.

Lost or Delayed Packages
Contact us immediately if your order is missing or delayed. We’ll open a claim with the carrier right away.  
Reshipment or refund depends on the carrier’s official resolution (usually 10–14 business days). We’ll keep you updated every step.

Unclaimed / Returned-to-Sender Packages
No refund is available for packages returned due to:
– Incorrect or incomplete address
– Refused delivery
– Unclaimed package
– Unpaid customs duties or taxes

Damaged or Incorrect Items
If your item arrives damaged or wrong, email hello@browtool.com with photos within 48 hours of delivery. We’ll fix it fast.

EU 14-Day Cooling-Off Period (EU customers only)
You have the right to cancel your order within 14 days of delivery