Refund policy
Return & Refund Policy
Last updated: December 20, 2025
At BrowLuxe, customer satisfaction is important to us. Because we work with international fulfillment partners, we do not accept physical returns. However, we offer refunds or replacements under the conditions below.
No Physical Returns
Please do not send items back to us.
We do not accept returned merchandise, as products ship directly from our suppliers.
Refunds & Replacements Are Offered When:
1. Your order is delayed
If your order has not arrived within:
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60 days (global)
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45 days (U.S.)
You are eligible for a refund or a free replacement.
2. Your order arrives damaged
If you receive damaged or defective items, we will issue a refund or replacement.
Required:
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Photo or video proof of the damage
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Submitted within 30 days of delivery
3. Your order is incorrect or missing items
If you receive the wrong product or your order is incomplete, we will resend or refund it.
Required:
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Photo or video evidence of the incorrect item and original packaging
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Submitted within the applicable timeframe
4. Your order is canceled before processing
If your order has not yet been processed or shipped, we can cancel it and issue a full refund.
Refunds Are Not Available When:
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Tracking shows the package was delivered
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Incorrect address was provided at checkout
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The order is older than 90 days at the time of the request
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The customer changes their mind after the order is processed
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Photos/videos cannot be provided for damage/defect claims
Lost Packages
If tracking states "delivered" but you did not receive the package:
A certificate of non-delivery from your local carrier may be required.
Refund Processing Time
Once approved, refunds are sent to your original payment method (PayPal or card via Shopify Payments).
Processing time: 5–10 business days
How to Request a Refund
Email us with:
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Your order number
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The issue you experienced
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Required evidence (if applicable)