Refund policy

Returns, replacements and refunds

This policy applies to purchases made from this store and is in addition to any mandatory consumer rights, including rights under the Australian Consumer Law.

Damaged, defective, incorrect or materially misdescribed products

Please contact hello@browfico.com as soon as possible. We recommend contacting us within 30 days of delivery so we can investigate quickly. Include your order number, clear photos or a short video of the issue, and photos of the product and packaging.

Once verified, the appropriate remedy may be a replacement, full refund or partial refund. You will not be charged return shipping for a verified faulty, damaged, incorrect, unsafe or materially misdescribed product. Please keep the product and packaging until we confirm the resolution.

Change of mind and shade preference

You may request a change-of-mind return within 14 days of delivery. Contact us before sending anything back so we can authorise the return and provide the correct return address. The item must be returned within 14 days after authorisation, complete with all original components. The customer is responsible for tracked return shipping.

For health and hygiene reasons, opened, used or unsealed cosmetic products are not normally eligible for a change-of-mind return. This restriction does not apply to faulty, unsafe, incorrect or materially misdescribed goods or where applicable law provides additional rights. Differences caused by screen settings, lighting, skin type, technique or personal shade preference are not normally defects.

Bundles and digital gifts

Kits and bundles must be returned complete to receive a full change-of-mind refund. Complimentary digital guides have no separate cash value and do not reduce a refund due for an eligible physical product. Paid digital content is normally non-refundable after access begins, except where it is defective, inaccessible or materially different from its description.

Cancellations and address changes

Contact us immediately if an order needs to be cancelled or its address changed. We will try to help, but cannot guarantee changes after processing has begun.

Approved refunds

Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days after processing for the funds to appear, depending on your bank or payment provider.

How to make a request

Email hello@browfico.com with your full name, order number, reason for the request and relevant photos or video. We aim to respond within 24–48 business hours. Do not return an item to the address on the original shipping label unless we instruct you to do so.