Return Policy

In accordance with the provisions of Article L 121-20 of the Consumer Code:

In accordance with current legislation, you have 14 days from the receipt of your order to exercise your right of withdrawal.

Return Conditions

To be accepted, returns must meet the following conditions:

  • Product unused, unopened, and in perfect condition
  • Product returned in its original packaging
  • Return accompanied by the order number
  • Products opened for hygiene reasons (cosmetics, personal care, etc.) are not eligible for return

Return Procedure

Returns are made via our dedicated return portal.

Two options are available:

Return with provided label

  • A return label is offered directly via the portal
  • The cost of return is fixed and borne by the customer
  • An amount of 5.99 euros will be deducted from your refund

Refund

Once the package is received and checked by our logistics team, the refund will be processed:

  • Within 5 to 10 business days
  • Via the original payment method

  • Less any return shipping costs, which vary depending on the country of return.

Non-refundable products

For hygiene and safety reasons, the following products cannot be returned:

  • Opened or used products
  • Products damaged by the customer
  • Products without original packaging

In case of a package return due to prolonged customer absence, failure to collect from a relay point, or an incorrect address provided during the order, re-shipping costs will be borne by the customer.

 

Package Return – Reshipment

In case of package return to Brow.X Professionnel for one of the following reasons:

  • Prolonged customer absence during delivery
  • Failure to collect the package from a relay point within the given timeframe
  • Incorrect or incomplete delivery address provided during the order

Reshipment costs will be entirely borne by the customer.

The package will be reshipped only after payment of the corresponding delivery costs.

In case of a refund request, initial delivery costs will not be refunded.

Claims – Missing products or incomplete package

At BROW.X PROFESSIONNEL, we pay rigorous attention to the preparation of each order. To ensure traceability and transparency of our shipments, a photo of the package containing all products is systematically taken before shipping.

This procedure allows us to protect ourselves against any bad-faith claims and to objectively verify the content sent.

Applicable conditions in case of a claim:

  • Any claim for missing products or an incomplete package must be made within 24 hours of receiving the package.

  • To be admissible, the claim must be accompanied by a photo of the closed package, before opening, with the shipping label visible.

  • Photos taken after opening the package are not accepted, as they do not allow confirmation of the initial state of the shipment.

  • No refund can be issued once the products have been returned, even exceptionally.

  • The reshipment of missing products, in the absence of admissible proof, remains an exceptional measure and does not constitute a contractual commitment on our part.

We reserve the right to refuse any claim that does not comply with these conditions.

Lost package

In the event of a lost package, Brow.X Professionnel undertakes to initiate procedures with the carrier to declare the loss and request an investigation. Brow.X Professionnel must comply with the deadlines imposed by carriers (La Poste, Colissimo, Mondial Relay, etc.) regarding declaration, investigation, and refund or reshipment of the order. Consequently, the Buyer is also subject to these same deadlines.

The claim file required to open an investigation may necessitate several elements (sworn statement, personal claim number with the carrier, etc.), which will be requested from the Buyer by Brow.X Professionnel Customer Service during exchanges.

Investigation results are generally communicated by carriers within 1 to 3 weeks. Following this procedure, a refund or a new shipment of the order will be offered to the Buyer according to the investigation's conclusions. Brow.X Professionnel will make every effort to satisfy the Buyer and minimize processing times.

Delivery Times – Brow.X Professionnel

Order Preparation

For any order confirmed Monday to Friday (excluding public holidays) before 1 PM on the Brow.X Professionnel website, preparation is generally carried out within 24 to 48 business hours.

During exceptional periods (high activity, launches, logistics relocation…), this timeframe may be slightly extended.

Delivery Times

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

  • Delivery via La Poste (Colissimo with or without signature):
    • Metropolitan France with Signature: 2 to 5 business days
    • Europe: 3 to 8 business days
    • International: 5 to 15 business days
  • Delivery via Chronoposte:
    • France Express: 1 to 2 business days
  • Delivery via UPS:
    • France with Signature: 2 to 4 business days
    • International (including Overseas Departments and Territories): 3 to 10 business days depending on destination
  • Delivery via Mondial Relay:
    • France: 3 to 5 business days
    • Europe: 3 to 7 business days

These times are indicative and may vary depending on periods, carriers, or exceptional circumstances.

Additional Information

  • Brow.X Professionnel cannot be held responsible for delays attributable to carriers
  • Delivery times may be extended during peak seasons (sales, holidays, launches)
  • A tracking number is provided upon shipment of your order