Refund policy

Last updated: 30 August 2026

This store is operated by MYBROWS, a business established in Bulgaria.

14-day money-back guarantee

If you are not happy with your order, you may request a full refund within 14 days of the day your parcel is delivered — not from the day you ordered. You do not need to give a reason.

You do not have to send the product back

Return postage on an item of this value normally costs more than the item itself, so we do not ask you to pay it. Once a refund is approved you may keep or dispose of the product. We may ask for a photograph or a short description of the problem before approving a refund, purely so we can take it up with our supplier.

How to request a refund

  1. Email us at support@mybrows.shop within 14 days of delivery, or use our contact page.
  2. Include your order number and the email address you used at checkout.
  3. Tell us briefly what was wrong, and attach a photo if the item arrived damaged or is not what you ordered.

We aim to answer every request within two business days.

When the money reaches you

Approved refunds go back to the original payment method. After we process it, your bank or card issuer usually takes a further 5–10 business days to show it on your statement. That last step is outside our control.

Damaged, wrong, or missing orders

This is a different situation from changing your mind, and the 14-day window above does not apply to it. If your order arrives damaged, arrives as the wrong shade, or does not arrive at all, you are entitled to a full refund or a free replacement — your choice. Tell us within 30 days of delivery, or, if the parcel never arrived, within 30 days of the last day of our estimated delivery window.

Cancelling before dispatch

An order can be cancelled for a full refund at any time before it is dispatched, so contact us as soon as you can. Once a parcel has left the warehouse it cannot be recalled, but the 14-day guarantee above still applies to it.

Your statutory rights

If you are a consumer in the European Union, the EEA, or the United Kingdom, you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. The 14-day guarantee described above runs alongside that right and begins on the same day.

Separately, and for much longer, consumers in the EU and the UK have a legal guarantee that goods must match their description and be fit for purpose. That protection lasts two years from delivery and is not cut short by the 14-day window above. Nothing in this policy limits any right you have under the consumer law of your own country.

Contact

MYBROWS — support@mybrows.shop
Customer service: Monday to Friday 9:00–18:00, Saturday 10:00–15:00.