Returns and refunds
Returning an unwanted item?
We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below.
Returns from Belgium, Czech Republic, Portugal, or Switzerland:
If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund for the returned items by way of the original payment method. Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs)
Returns from New Zealand, Finland, Croatia, Lithuania, and Latvia:
You will have 28 calendar days from the date your order is delivered to you or made available for collection to return your item(s).
You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount.
Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs)
If you return a defective item to us or the item you ordered was not the one you received, we will examine your order and the item, and where we determine acting in our sole discretion that the item is defective or not the one you ordered, we will provide you with a full refund including a refund of the delivery charges for sending the product to you and the return charges incurred by you when returning your items.
Returning a sale item?
If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you can request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.
Returns from elsewhere:
If you return an item to us and request a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund for the returned items by way of the original payment method.
Refunds for delivery costs are subject to the above terms (see 'the legal bits' of these Ts&Cs)
All returns:
For all returns, we aim to refund you within 14 days of having received the returned item in our warehouse.
If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.
After that?
We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
Delivery costs and proof of postage
Depending on the options available in your country, you'll be responsible for the cost of returning any items. We strongly recommend you get proof of postage.
Keep it clean
Some items can’t be returned, like items where a hygiene strip or seal has been removed. Please check product descriptions before you order. If you want to return makeup / Face + Body products or any hygienic items, please do not remove the original wrapping/seal for hygiene reasons.
Original condition
If an item is returned to us damaged, worn, or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs).
Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
All returned items should be sent in their original condition and packaging where possible, including tags.
Fair use
Where we suspect fraudulent activity, including but not limited to suspicious claims relating to orders not being received, items missing, way, way more than even the most loyal BROLA.EU customer would order, or where we refuse multiple returns by you (see ‘When we may withhold issuing a refund’ below), returning items worn/used and not matching what was originally ordered, we might have to withhold issuing a refund and refuse any further services to you.
Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.
This doesn’t affect your statutory rights.
