Last updated: October 14, 2026

This page details the conditions applicable to returns, exchanges, claims and delivery times for orders placed on the site browxprofessionnel.com. It supplements our General Terms and Conditions of Sale.

The essentials at a glance

  • Return period: 14 calendar days from delivery, via our return portal.
  • Accepted products: only unopened, unused products in perfect condition and in their original packaging.
  • Return costs: payable by the customer and deducted from the refund (€5.99 France / €7.99 European Union / €25 outside the EU).
  • Incomplete parcel: a claim must be submitted within 24 hours of receipt, with a photo of the closed parcel.
  • Incomplete, lost or damaged parcel: a signed sworn statement, accompanied by a copy of an identity document, is mandatory.
  • Carrier dispute: no refund or reshipment will be issued before the carrier's investigation is closed (generally 1 to 3 weeks).

1. Right of withdrawal and returns

In accordance with Articles L221-18 et seq. of the French Consumer Code, consumer customers have 14 days from receipt of their order to exercise their right of withdrawal, without having to provide a reason.

For all our customers, return requests are accepted within 14 calendar days of delivery. After this period, the return portal no longer accepts new requests.

1.1 Return eligibility conditions

To be accepted, any returned product must be:

  • unopened and unused ;
  • in perfect condition, complete and resalable as is;
  • returned in its intact original packaging;
  • accompanied by the order number.

In accordance with Article L221-28 of the French Consumer Code, cosmetic and hygiene products unsealed after delivery cannot be returned for reasons of hygiene and health protection.

Any returned product that does not meet these conditions will be refused and will not be eligible for any refund. It may be reshipped to the customer at their expense upon request.

1.2 Return procedure

Returns are carried out exclusively via our return portal. No package sent without a prior request registered on the portal can be processed.

  1. Go to the return portal and enter your order number.
  2. Select the products to return (unopened, unused, and in perfect condition).
  3. A return label is offered; its cost will be deducted from your refund.
  4. Drop off your carefully packaged parcel with the carrier indicated.

1.3 Return costs

When you return products via the return portal, return costs apply and are the customer's responsibility. They are fixed according to the country from which the order was shipped and are deducted from the refunded amount:

Region Return costs
France 5,99 €
European Union 7,99 €
International (outside the EU) 25,00 €

1.4 Refund

After our logistics team receives and inspects the package, the refund is issued:

  • within 5 to 10 business days;
  • via the payment method used when placing the order;
  • deducting the return costs indicated above.

1.5 Products excluded from all returns

  • Products that have been opened, unsealed, or used;
  • Products damaged by the customer;
  • Products returned without their original packaging;
  • Products returned after the 14-calendar-day period.

2. Package returned to sender - Reshipment

When a package is returned to us for one of the following reasons:

  • the recipient's prolonged absence at the time of delivery;
  • failure to collect the package from a pickup point within the specified timeframe;
  • incorrect or incomplete delivery address provided when placing the order;

the reshipping costs are entirely the customer's responsibility. Reshipment is carried out only after these costs have been paid. If a refund is requested, the initial delivery costs will not be refunded.

3. Claims

At Brow.X Professionnel, every order is prepared with great care. To ensure the traceability of our shipments, a photo of the package containing all the products is systematically taken before dispatch. This procedure enables us to objectively verify the contents shipped and protect ourselves against any unfounded claims.

3.1 Missing products or incomplete order

To be eligible, any claim for a missing product or incomplete order must meet all of the following conditions:

  • be sent to our Customer Service within 24 hours of receipt of the parcel;
  • be accompanied by a photo of the parcel closed, before opening, with the shipping label visible;
  • be accompanied by a duly completed and signed sworn statement, together with a copy of a valid identity document of the recipient.

Photos taken after opening the parcel are not accepted, as they do not establish the shipment's initial condition.

When the parcel shows signs of having been opened or a difference in weight, a claim is opened with the carrier (see article 3.4). No product reshipment or refund can be provided before this procedure is closed.

In the absence of acceptable evidence, any reshipment of missing products remains an exceptional gesture and does not constitute a contractual commitment on our part.

3.2 Lost parcel

In the event of a lost parcel, Brow.X Professionnel will initiate the necessary steps with the carrier to file a loss report and request an investigation to locate the parcel.

To compile this file, the customer must provide us with:

  • a duly completed and signed sworn statement of non-receipt;
  • a copy of a valid identity document;
  • where applicable, any other information requested by the carrier (personal claim number, etc.), which our Customer Service will specify for you.

Without these documents, the claim cannot be forwarded to or processed by the carrier.

3.3 Damaged parcel

If your parcel shows damage upon delivery, we recommend making precise reservations with the delivery driver or refusing the parcel. Any claim must be sent to us within 24 hours of receipt, accompanied by:

  • photos of the parcel (outer packaging and shipping label) and the damaged products;
  • a duly completed and signed sworn statement;
  • a copy of a valid identity document.

3.4 Handling disputes with the carrier

For any claim concerning a lost, damaged, or incomplete parcel, a claim is filed with the carrier to determine what happened to the parcel.

Brow.X Professionnel is required to comply with the deadlines and procedures imposed by carriers (La Poste / Colissimo, Chronopost, UPS, Mondial Relay, etc.) concerning the declaration, investigation, compensation, or reshipment of the order. The customer is therefore subject to these same deadlines.

Important: we will not be able to process your request - either by issuing a refund or reshipping the order - until the dispute with the carrier has been resolved. Investigation results are generally communicated within 1 to 3 weeks.

At the end of this procedure, a refund or a new shipment of the order will be offered depending on the findings of the investigation. Our team does everything possible to reduce processing times as much as possible and keeps you informed of the progress of your case.

3.5 Rejection of complaints

Brow.X Professionnel reserves the right to refuse any complaint that does not comply with the conditions and deadlines described above. No refund may be issued once the products have been returned, even in exceptional circumstances.

4. Preparation and delivery times

4.1 Order preparation

Any order confirmed Monday to Friday (excluding public holidays) before 1 p.m. is generally prepared within 24 to 48 business hours. During exceptional periods (high activity, launch, logistics relocation…), this period may be slightly extended.

4.2 Estimated delivery times

Once your order has been shipped, the estimated delivery times are as follows:

  • La Poste – Colissimo (with or without signature)
    • Metropolitan France: 2 to 5 business days
    • Europe: 3 to 8 business days
    • International: 5 to 15 business days
  • Chronopost
    • France Express: 1 to 2 business days
  • UPS
    • France with signature: 2 to 4 business days
    • International (including overseas departments): 3 to 10 business days depending on the destination
  • Mondial Relay
    • France: 3 to 5 business days
    • Europe: 3 to 7 business days

These times are provided for information purposes only and may vary depending on the period, carriers, or exceptional circumstances.

4.3 Additional information

  • Brow.X Professionnel cannot be held responsible for delays attributable to carriers.
  • Delivery times may be extended during busy periods (sales, holidays, launches).
  • A tracking number will be provided as soon as your order is shipped.

5. Contact us

For any questions or complaints, our Customer Service team can be reached at info@browxprofessionnel.com, specifying your order number.