Refund policy

Returns, withdrawal and refunds

At Browlab, you have 90 days from the day after you receive your order to inform us that you wish to withdraw, without giving a reason, subject to legal exceptions. This 90-day policy is more favourable than the statutory 14-day withdrawal period.

1. How do I request a return?

To make your return easier, contact us through our Contact page or at hello@browlab.fr , stating your order number and the products concerned. You can also withdraw by any unequivocal statement. Our team will explain the procedure and provide a return label when Browlab covers the return costs.

Products must be returned within 14 days of informing us of your withdrawal decision. We recommend waiting for our return instructions before shipping to simplify processing; this does not limit your statutory withdrawal right.

2. Who pays return shipping?

The direct costs of returning products following a change of mind are your responsibility. The amount depends on the carrier and the country from which the product is returned.

Defective or non-conforming product, or a fulfilment error caused by Browlab: Browlab covers the costs necessary to honour the applicable statutory guarantees or correct its error, in accordance with applicable law, regardless of the destination.

3. Opened or unsealed cosmetics: exclusion from the withdrawal right

Cosmetic products opened or unsealed after delivery cannot be returned or refunded following a change of mind if, for hygiene or health protection reasons, they are unsuitable for return, in accordance with Article L221-28(5) of the French Consumer Code.

This exclusion applies in particular to RevitaLash products: the box is wrapped in a sealed plastic film, which is its only protection against opening. If this film is removed, torn or broken after delivery, these products cannot be returned or refunded under the withdrawal right for hygiene and health protection reasons.

To qualify for a change-of-mind return, a cosmetic product protected by a hygiene seal must remain unopened, unused and with its original seal fully intact. Opening the shipping carton alone, without breaking the product seal, is not considered unsealing.

This exclusion does not apply to claims involving defects, lack of conformity or statutory guarantees.

4. Condition of returned products

Please return products with their accessories and, where possible, their original packaging, adequately protected for transit. Outside statutory exclusions from withdrawal, handling beyond what is necessary to establish the nature, characteristics or functioning of a product may result in a deduction for diminished value where permitted by law.

5. Refunds

In the event of a valid withdrawal, refunds are issued without undue delay and no later than 14 days after the date on which we are informed of your decision to withdraw. For sales of goods, we may withhold the refund until the products are received or proof of their return shipment is supplied, whichever occurs first.

Refunds are made to the original payment method, unless you expressly agree to another method at no charge to you. Where legally required, refunds include the initial standard delivery cost. If you selected a more expensive delivery option, the additional cost need not be refunded. Refunds relating to partial returns follow applicable law.

6. Defective or non-conforming product

If you notice a defect, receive an incorrect item or discover a lack of conformity, contact our customer service team at hello@browlab.fr or via our Contact page. Your request will be assessed under the applicable statutory guarantees. Unsealing a product does not remove these guarantees.

7. Model withdrawal form

To Browlab (Groupe SCHAZ), 89 route du Serrot, 32810 Leboulin, France – hello@browlab.fr :
I hereby notify you of my withdrawal from the contract for the purchase of the following goods: [product(s)].
Ordered on: [date]; received on: [date].
Name: [name]; address: [address].
Date: [date]. Signature only if submitting on paper.

These provisions do not exclude or restrict mandatory consumer rights under applicable law.