Refund policy

BrowXenna® International Returns & Exchanges Policy

General Rule
Due to the nature of cosmetic products, we do not accept returns of opened or used items for hygiene and safety reasons.
Unopened and unused items in original packaging may be eligible for return in accordance with the rules below.

Return Eligibility
Products must be unopened, unused, and in their original packaging.
Opened, used, or unsealed cosmetic products cannot be returned.
Returns must be requested and approved within 14 days from the date the order is received (EU cooling-off period).

For non-EU countries, returns may be accepted only in cases of:
shipping damage,
wrong item received,
proven quality issue caused by BrowXenna®.

Exchanges
In case of a force-majeure situation or if BrowXenna® is responsible for a quality issue:
a replacement will be offered,
photographic proof of the damage or defect is required,
replacement items must be returned (if requested) in new or gently used condition,
return shipping is paid by the Customer, unless BrowXenna® is responsible for the error.

Return of Online Purchases by Mail
Return shipping costs are paid by the Customer, and the original outbound shipping cost is non-refundable.

Return Process:
Step 1:
Fill out the Return Request by emailing order@browxenna.com

Step 2:
Customer Service will review your request and send detailed return instructions and the correct return address.

Step 3:
Carefully package your items in the original box. If unavailable, use a sturdy box or padded envelope.

Step 4:
Ship the package using any reliable carrier and provide the tracking number.
You will receive an email confirmation when your return has been processed.

Deadlines
For customers in the EU:
Returns must be requested within 14 days of receiving your order.

For all other regions:
Returns are accepted only for approved cases (damage, defect, wrong item).

Gift Returns & Exchanges
Gift returns or gift exchanges are not supported at this time.

Duties & Taxes (Important for International Orders)
Customs duties, VAT, import taxes, or other charges imposed by the destination country are paid by the Customer.
If a package is refused due to unpaid customs fees, the cost of returning the package (charged by the carrier) will be deducted from the refund.