Refund policy

Refund and Return Policy

At MicroBrow, your satisfaction is our top priority. We want you to love our products. Please read our policy below to understand how we handle returns, damages, and refunds.

1. Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After 30 days, we unfortunately cannot offer a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

• Unused, unopened, and with the original protective seal intact.
• In its original packaging.
• Accompanied by the receipt or proof of purchase.

Note: Items sent back to us without first requesting a return via email will not be accepted.

3. How to Initiate a Return

To start a return, please contact us at hello@microbrow.store. If your return is accepted, we will send you instructions on how and where to send your package. Please note that for standard returns (where the item is not defective), the customer may be responsible for the shipping costs.

4. Damages and Issues (Quality Control)

Please inspect your order upon reception. We offer full or partial refunds/replacements for the following:

• Damaged Items: If the product arrives badly damaged, please send us clear photos or videos of the item and the packaging immediately.
• Incorrect/Missing Items: If you receive the wrong item or are missing parts, contact us within 30 days of delivery so we can make it right.
• Non-eligible minor issues: Please note that slight wrinkles in packaging, minor surface marks, or small cosmetic imperfections that do not affect the product's function are not considered "badly damaged".

5. Non-Received Orders

An order is considered "delayed" and eligible for a solution if it has not arrived within the following timeframes from the shipping date:

• United Kingdom & European Union: 45 days.
• United States: 45 days.
• Rest of the World: 60 days.

If the tracking information shows the item as "Delivered" but you have not received it, we kindly ask you to contact your local post office for a non-delivery certification before we can process a claim. We cannot offer refunds for orders with incorrect addresses provided by the customer.

6. Exceptions / Non-Returnable Items

Certain items cannot be returned:

• Used or opened cosmetics — for hygiene and safety reasons, we cannot accept returns of items that have been used, opened, or had their protective seal removed.
• Items returned without prior contact — we must approve your return before you send anything back.
• Items damaged due to misuse — products damaged by improper use, accidents, or normal wear are not eligible.
• Items without original packaging — your return must include the original packaging and proof of purchase.
• Sale or promotional items marked "final sale" — these are non-returnable unless faulty.

7. European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days for any reason. The same condition requirements (unused, unopened, original packaging) apply.

8. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

9. Refunds

We will notify you once we have received and inspected your return. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@microbrow.store.