Política de reembolso

REFUND POLICY

At Browvana, we want you to feel confident in both your brows and your purchase. If something isn't right, contact us at support@getbrowvana.com and we'll help you find the most appropriate solution.

This policy applies to purchases made directly through getbrowvana.com and is provided in addition to any mandatory consumer rights that apply in your country.

1. ABOUT YOUR BROWVANA KIT — PLEASE READ BEFORE ORDERING

We believe in being clear about exactly what you're buying, so that what arrives matches what you expected.

What the Browvana Kit is:
- A brow stamp that creates a soft, filled-in powder finish in seconds
- Buildable — apply lightly for a natural look, or layer for more definition
- Waterproof and long-lasting
- Beginner-friendly, with 3 reusable stencil shapes included in every kit

What the Browvana Kit is not:
- It is not microblading, and does not create a hair-by-hair or hair-stroke effect
- It is not a semi-permanent tattoo or permanent treatment
- It is not a feathered or individual-hair finish

If you're looking for a soft, polished, everyday brow in seconds, Browvana is for you. If you're looking for individual hair strokes, this product is not the right fit.

About your shade. Choose your shade based on your natural brow hair colour, not your skin tone. Our shades are:
- Soft Taupe — a soft, natural light brown
- Warm Cocoa — a deeper, warmer brown
- Deep Espresso — our deepest, cool-toned shade with a soft greyish-black finish, buildable for more intensity. It is not a warm brown and not a true jet black.

Screen settings, lighting and photography can make colours appear slightly different from the product in person.

About your packaging. Browvana products are produced and dispatched by our manufacturing partner. Your kit may arrive in the manufacturer's own outer packaging, which may display the manufacturer's branding rather than the Browvana name. This is the correct, genuine product — the packaging simply reflects how it is produced, and helps us keep our prices accessible.

2. PRODUCT SUPPORT & SATISFACTION CONCERNS

If you received the correct Browvana product but are not satisfied with the shade, finish or application result, please contact us at support@getbrowvana.com. Cosmetic results can vary depending on your natural brow shape, skin type, skin preparation, chosen shade and application technique. Our team will be happy to provide application guidance and help you achieve the best possible result.

Receiving the correct product as described in Section 1, but deciding that the shade, finish or result does not suit your personal preference, is not normally considered a product defect. Where a refund is requested in these circumstances, it is handled as a change-of-mind return under Section 6. This means the product must be returned to us before a refund is processed, and return shipping is the customer's responsibility. Please contact us first for return authorisation and the correct return address — do not send anything back before we confirm.

Where appropriate, Browvana may instead offer a replacement shade, a partial refund, store credit or another goodwill solution that does not require a return. Any such alternative is offered as a goodwill gesture in that specific case, is reviewed individually, is not guaranteed, and does not set a precedent for future orders.

This does not affect your statutory rights if the product is damaged, defective, incorrect, unsafe or materially different from its description.

3. DAMAGED, DEFECTIVE, INCORRECT OR MATERIALLY MISDESCRIBED PRODUCTS

If your order arrives damaged, defective, incomplete, unsafe, different from what you ordered, or materially different from the description shown when you purchased it, please contact us as soon as possible. We recommend contacting us within 30 days of delivery so we can investigate and resolve the issue quickly. This timeframe does not limit any longer statutory rights that may apply.

Please provide:
- Your order number
- A clear photo or short video showing the issue
- A photo of the product and its packaging
- For incorrect products or shades, a photo showing what you received

Once the issue has been verified, we will provide an appropriate solution, which may include a replacement, full refund or partial refund, depending on the circumstances and applicable law.

You will not be charged return shipping for a verified damaged, defective, incorrect or materially misdescribed product. You will not normally be asked to return an opened cosmetic product — in most cases we resolve the issue without requiring a return. Please keep the product and packaging until we confirm the resolution. If we do require an eligible faulty or incorrect product to be returned, Browvana will provide return instructions and cover the reasonable standard return cost.

4. SHADE, APPEARANCE AND INDIVIDUAL RESULTS

Every brow is unique. Cosmetic results vary depending on natural brow shape, skin type, skin preparation, chosen shade and application technique. If you ordered and received the correct shade as described in Section 1, but it does not suit your colouring or preferred finish, this is normally considered a personal preference rather than a defect. In these situations we will be happy to provide application guidance or help with shade selection.

Where a refund is requested because the shade or finish does not suit your personal preference, it is handled as a change-of-mind return under Section 6 — the product must be returned to us before a refund is processed, and return shipping is the customer's responsibility. Please contact us first for return authorisation and the correct return address.

Browvana may instead offer a goodwill replacement shade, a partial refund or store credit that does not require a return. This is reviewed individually, is not guaranteed, and does not set a precedent for future orders.

If Browvana sent you the wrong shade, or the product received is materially different from what was shown when you purchased it, the issue will be handled under Section 3 at no cost to you.

5. OPENED OR USED COSMETIC PRODUCTS

For health and hygiene reasons, we do not normally accept change-of-mind returns for cosmetic products that have been opened, used or had their hygiene seal broken.

This restriction does not apply when:
- The product is damaged, defective, incorrect or unsafe
- The product is materially different from its description
- Applicable consumer law provides additional rights

Opening the outer delivery box does not by itself count as breaking the product's hygiene seal. All hygiene-related return restrictions apply only to the extent permitted by applicable law.

6. RETURNS — CHANGE OF MIND AND PERSONAL PREFERENCE

If you change your mind, or the product does not suit your personal preference, you may request a return within 14 days of delivery.

Please contact support@getbrowvana.com before returning anything. Do not send a product back without receiving return authorisation and the correct return address. Returns sent without authorisation may not be able to be processed. After notifying us, the eligible product must be sent back within 14 days.

For non-faulty returns of this kind:
- The customer is responsible for return shipping
- We strongly recommend using a tracked postal service
- All original components and accessories must be included
- Kits and bundles must be returned complete to receive a full refund
- The refund will normally be processed after the returned product has been received and inspected, or after you provide proof of postage, as permitted by applicable law
- For hygiene reasons, opened or used cosmetic products may not be eligible — see Section 5

At our discretion, and to save you the time and cost of posting an item back, we may offer an alternative such as a partial refund, replacement shade or store credit that lets you keep the product. Where we do this, it is offered as a goodwill measure in that specific case and does not set a precedent for future orders.

Browvana is not responsible for a return lost before reaching the authorised return address. The customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law. Standard outbound delivery charges will be refunded where required by applicable law. Additional charges paid for express or priority shipping are generally non-refundable.

Statutory right of withdrawal. For customers with a statutory right of withdrawal, including eligible customers in the EU, EEA and United Kingdom, you may notify us within 14 days of receiving the order and will then have a further 14 days to send the eligible product back. The right of withdrawal may not apply to sealed cosmetic products unsealed after delivery for genuine health or hygiene reasons, where permitted by applicable law.

7. ORDER CANCELLATIONS AND ADDRESS CHANGES

If you need to cancel an order or change your delivery address, contact us as soon as possible at support@getbrowvana.com. We will do our best to help, but we cannot guarantee changes or cancellations once an order has entered processing or been sent to our fulfilment partner. Orders are usually sent for processing within a few hours of being placed.

Customers are responsible for providing a complete and accurate delivery address, including any apartment, unit or suite number, and any tax or identification number required by their local customs authority. We are unable to deliver to PO Boxes — our delivery partners are private couriers and cannot access post office boxes; please provide a street address.

If an order is returned because the address provided was incomplete or incorrect, because a PO Box was used, or because required customs information was not supplied, we may offer to resend it after the additional shipping cost has been paid. If a customer requests a refund instead of redelivery in these circumstances, any original shipping charges or unrecoverable carrier costs may be deducted where permitted by applicable law.

8. DIGITAL PRODUCTS AND COMPLIMENTARY DIGITAL GIFTS

Complimentary digital gifts, including the free Browvana Brow Guide eBook included with a physical order, have no separate cash value and do not reduce any refund due for an eligible physical product. Your free digital gift is delivered by email after purchase and is separate from your physical order, which ships separately.

Paid digital products are normally non-refundable once access, delivery or downloading has begun, provided you expressly consented to immediate delivery and acknowledged the loss of any applicable withdrawal right. This restriction does not apply where digital content is defective, inaccessible or materially different from what was described. Your statutory rights remain unaffected.

9. ALLERGIC REACTIONS AND SENSITIVITIES

Your wellbeing matters to us. If you experience irritation, sensitivity or a suspected allergic reaction, stop using the product immediately and contact support@getbrowvana.com with your order number, a photo of the product and packaging, and a brief explanation of what happened. We will review the situation individually and offer an appropriate solution based on the circumstances.

We recommend performing a patch test before first use, particularly if you have known sensitivities. If you experience a serious reaction, please seek advice from a healthcare professional.

10. DELIVERY TIMES AND ORDERS THAT HAVE NOT ARRIVED

Estimated delivery times. Orders are usually processed within 1–3 business days. After dispatch, most orders arrive within 7–15 business days, depending on destination. Some destinations may take up to 25 business days.

Tracking. Tracking numbers are issued when your order is prepared for dispatch. It can take several days for the first tracking scan to appear — a quiet tracking page in the first week does not mean there is a problem with your order.

Collection points. In some countries, if you are not at home your carrier may leave your parcel at a local collection point, locker or post office rather than attempting redelivery. Please check for a notification card or SMS and collect your parcel promptly, as parcels are only held for a limited time before being returned.

If your order has not arrived within the estimated delivery window, contact us so we can investigate with the carrier. Depending on the tracking information and the outcome, we may provide an updated delivery estimate, send a replacement, or issue a refund where appropriate. International deliveries may occasionally be delayed by customs, local carriers, severe weather or other circumstances outside our direct control. This does not remove any consumer rights that apply when an order is lost or not delivered. If tracking shows the package as delivered, we may ask you to check with household members, neighbours, the local carrier and the delivery location before completing our investigation.

Customs, duties and taxes. Depending on your country, your order may be subject to import duties, taxes or handling fees charged by your local authorities. These are the customer's responsibility and are not included in the price paid at checkout. Some countries require a tax or identification number before a parcel can be released; if we request this from you, your order cannot be delivered until it is provided.

11. HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND

Email support@getbrowvana.com with:
- Your full name
- Your order number
- The reason for your request
- Clear photos or a short video where reasonably relevant

We aim to respond within 24 hours. Please do not return an item to the address on the original shipping label — contact us first so we can provide the correct return instructions and authorised return address. Submitting a request does not automatically mean a refund has been approved. Each request is reviewed according to this policy and any applicable consumer rights.

12. REFUND PROCESSING

Approved refunds are issued to the original payment method. After a refund has been processed, please allow approximately 5–10 business days for the funds to appear. Exact timing depends on your bank, card provider or payment service. For approved change-of-mind and personal-preference returns, we may wait until the returned product has been received, or until you provide evidence it has been sent, as permitted by applicable law. If your original payment method is no longer available, contact us so we can review the available options.

13. FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to refuse voluntary refunds, replacements, store credit or other goodwill solutions where there is reasonable evidence of fraud, repeated abuse of our policies, deliberate product damage, falsified or manipulated evidence, multiple claims relating to the same purchase, or a product having been substantially used before the claim was submitted. This section does not restrict any mandatory consumer rights relating to genuinely damaged, defective, incorrect, unsafe, undelivered or materially misdescribed products.

14. YOUR STATUTORY RIGHTS

This policy is provided in addition to your statutory consumer rights. Nothing in this policy excludes, restricts or replaces any rights you may have under applicable law concerning damaged, defective, unsafe, incorrect, undelivered or materially misdescribed products.

CONTACT US
Email: support@getbrowvana.com · Website: getbrowvana.com
With love, The Browvana Team