Refund policy

RETURN & REFUND POLICY

Last Updated: June 2026

1. OVERVIEW

This Return & Refund Policy applies to purchases made through Sugar Browed and forms part of our Terms of Service.

By placing an order with Sugar Browed, you agree to this Return & Refund Policy.

For return requests, customers must contact:

before sending any item back.

Unauthorized returns may be refused.

2. EUROPEAN UNION RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union, you may have the legal right to withdraw from your purchase within fourteen (14) calendar days without providing a reason.

The withdrawal period expires fourteen (14) calendar days after the day on which you, or a third party designated by you, acquires physical possession of the goods.

To exercise your right of withdrawal, you must notify Sugar Browed before the withdrawal period expires.

Customers must contact:

to obtain return instructions.

3. RETURN CONDITIONS

To qualify for a return, products must:

  • Be unused;

  • Be unopened;

  • Be in original packaging;

  • Have all labels intact;

  • Be free from damage;

  • Be returned in resaleable condition.

Proof of purchase is required.

Sugar Browed reserves the right to request photographs or additional information before approving a return.

Returns that do not comply with these conditions may be refused.

4. RETURN PROCEDURE

Once a return request has been approved, the customer will receive return instructions.

Approved returns must be shipped within fourteen (14) calendar days after approval unless otherwise stated by Sugar Browed.

Returns must be sent to:

Customs Warehouse DLX doo
Sretenjska 37
11272 Dobanovci
Belgrade
Serbia

Customers are responsible for ensuring that returned items are properly packaged and shipped.

Sugar Browed is not responsible for returns lost or damaged during transit.

5. RETURN SHIPPING COSTS

Unless otherwise required by applicable law:

  • Customers are responsible for return shipping costs;

  • Customers are responsible for any customs-related charges associated with the return;

  • Original shipping charges are non-refundable except where required by applicable law.

Any duties, taxes, brokerage fees, storage fees, handling charges, export fees, import fees, or similar costs associated with a return remain the responsibility of the customer.

6. NON-RETURNABLE AND NON-REFUNDABLE PRODUCTS

The following products are not eligible for return or refund:

Hygiene and Safety Products

Products that have been opened, used, tested, or unsealed where hygiene, health protection, or safety considerations prevent resale.

Brow Extensions

All Brow Extension fibers are non-returnable and non-refundable due to hygiene reasons, as these products contain real human hair and cannot be safely resold once supplied.

Opened Cosmetic Products

Opened cosmetic, brow, lash, adhesive, lifting, staining, primer, remover, aftercare, developer, and similar products are not eligible for return.

Clearance and Final Sale Products

Products marked as:

  • Clearance;

  • Final Sale;

  • Discontinued Collection;

  • End of Line;

  • Outlet Sale;

are not eligible for return or refund.

Black Friday Promotions

Products purchased during Black Friday promotions are final sale and are not eligible for return or refund unless required by applicable law.

7. DIGITAL PRODUCTS

All digital products are non-refundable.

This includes, but is not limited to:

  • E-books;

  • Digital guides;

  • Templates;

  • Workbooks;

  • Downloadable materials;

  • Digital educational content.

By purchasing digital content, the customer expressly requests immediate access and acknowledges that the statutory right of withdrawal is lost once digital delivery begins.

No refund shall be provided after digital access has been granted except where required by applicable law.

8. ONLINE COURSES, TRAINING PROGRAMS AND EDUCATIONAL CONTENT

All online courses, educational programs, training materials, digital learning portals, and related educational content are non-refundable.

By purchasing educational content, the customer expressly requests immediate access and acknowledges that the statutory right of withdrawal is lost once access is granted.

No refund will be provided on the basis that:

  • The course was not completed;

  • The course was not accessed;

  • An account was not created;

  • The customer changed their mind;

  • The customer expected different results;

  • The customer no longer wishes to participate.

9. IN-PERSON TRAINING, MASTERCLASSES AND EVENTS

Fees paid for in-person training, masterclasses, workshops, events, certification assessments, and similar educational services are non-refundable except where required by applicable law.

Rescheduling may be permitted in accordance with the applicable training terms.

10. CERTIFICATIONS

Certification fees are non-refundable.

This applies regardless of:

  • Assessment outcome;

  • Certification approval;

  • Certification denial;

  • Failure to pass;

  • Failure to complete required steps.

Once evaluation, review, assessment, or certification processing has commenced, no refund shall be available.

11. DEFECTIVE OR INCORRECT PRODUCTS

Customers must inspect products promptly upon delivery.

If a product is:

  • Damaged upon arrival;

  • Leaking;

  • Defective due to a manufacturing issue;

  • Incorrectly supplied;

the customer must notify Sugar Browed as soon as reasonably possible and provide supporting photographs or videos.

Sugar Browed reserves the right to investigate the claim before approving a replacement or refund.

Where appropriate, replacement may be offered before a refund.

12. LOST SHIPMENTS

A shipment will not be considered lost until the relevant carrier investigation has been completed.

Customers agree to cooperate with any investigation conducted by:

  • Sugar Browed;

  • The carrier;

  • The fulfillment provider.

Refunds or replacements for lost shipments will only be considered after the investigation has concluded.

Sugar Browed reserves the right to provide a replacement instead of a refund where appropriate.

13. DELIVERED BUT NOT RECEIVED CLAIMS

Where tracking information indicates that an order has been delivered, Sugar Browed reserves the right to conduct an investigation before approving any refund or replacement.

Customers may be required to:

  • Contact local authorities where appropriate;

  • Contact the carrier;

  • Provide supporting information;

  • Cooperate with the investigation process.

Each claim will be assessed individually.

14. REFUSED SHIPMENTS, CUSTOMS REFUSALS AND UNCLAIMED PARCELS

Customers are solely responsible for:

  • Customs duties;

  • Import taxes;

  • VAT;

  • Brokerage fees;

  • Storage fees;

  • Government charges;

  • Clearance fees.

Refusal to pay such charges does not create a right to a refund.

Where a shipment is:

  • Refused;

  • Abandoned;

  • Returned;

  • Destroyed;

  • Confiscated;

  • Unclaimed;

Sugar Browed reserves the right to deduct from any eligible refund all costs incurred, including:

  • Return shipping costs;

  • Customs charges;

  • Storage fees;

  • Brokerage fees;

  • Administrative costs;

  • Carrier charges;

  • Destruction costs.

15. INCORRECT SHIPPING INFORMATION

Customers are responsible for providing accurate shipping information.

Sugar Browed is not responsible for losses resulting from:

  • Incorrect addresses;

  • Incomplete addresses;

  • Delivery instructions supplied incorrectly.

Where a parcel is returned due to incorrect customer information, additional shipping, handling, storage, administrative, customs, or related charges may apply before reshipment.

16. BUSINESS CUSTOMERS (B2B)

Business customers do not benefit from any statutory consumer withdrawal rights unless required by applicable law.

Returns from business customers will only be considered for:

  • Defective products;

  • Incorrectly supplied products;

or where otherwise agreed in writing.

17. FRAUD PREVENTION AND ABUSE

Sugar Browed reserves the right to refuse returns, refunds, replacements, or future purchases where there is reasonable suspicion of:

  • Fraud;

  • Abuse of return policies;

  • Chargeback abuse;

  • False claims;

  • Repeated excessive returns;

  • Misuse of promotions;

  • Misrepresentation.

Accounts may be restricted, suspended, or terminated where such activity is identified.

18. REFUND PROCESSING

Approved refunds will be processed within fourteen (14) calendar days after:

  • Receipt of the returned goods;

  • Inspection of the returned goods;

  • Approval of the return.

In many cases, refunds may be processed sooner.

Refunds may be issued:

  • To the original payment method; or

  • As store credit, where agreed with the customer.

Processing times may vary depending on the payment provider or financial institution.

19. CONTACT

For return and refund requests:

General Support: info@sugarbrowed.com

Sugar Browed
Calle Severo Ochoa 41
29590 Málaga
Spain