Refund policy
RETURN & REFUND POLICY
Last Updated: September 2026
1. OVERVIEW
This Return & Refund Policy applies to purchases made through Sugar Browed and forms part of our Terms of Service.
Nothing in this policy limits or excludes any mandatory consumer rights that apply under Spanish, European Union, or other applicable consumer protection law.
For return or refund requests, please contact:
before sending any product back.
Please do not send returns without first contacting us. This allows us to provide the correct return instructions and identify your return when it arrives.
2. COMPANY INFORMATION
Sugar Browed
Calle Flauta Mágica 11D, Piso 2
29006 Málaga
Spain
NIF: Z3351581A
VAT Number: ESZ3351581A
General Customer Support: info@sugarbrowed.com
Returns: retour@sugarbrowed.com
3. RIGHT OF WITHDRAWAL FOR EU CONSUMERS
If you are a consumer and the statutory European Union right of withdrawal applies to your purchase, you generally have fourteen (14) calendar days to withdraw from a distance purchase without providing a reason, subject to the exceptions established by applicable law.
For physical goods, the withdrawal period generally begins on the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
Where multiple goods from the same order are delivered separately, the withdrawal period may begin when the final item is received, as provided by applicable law.
To exercise your right of withdrawal, you must inform Sugar Browed of your decision before the applicable withdrawal period expires.
You may contact:
Your communication must clearly state your decision to withdraw from the purchase and should include sufficient information for us to identify the order, such as your name, email address and order number.
This section does not apply where a statutory exception to the right of withdrawal applies.
4. RETURNING GOODS AFTER WITHDRAWAL
Where a valid statutory right of withdrawal has been exercised, the goods must be returned without undue delay and no later than fourteen (14) calendar days after you informed us of your decision to withdraw, unless otherwise required by applicable law.
Returns must be sent to:
Sugar Browed
Calle Flauta Mágica 11D, Piso 2
29006 Málaga
Spain
Customers are responsible for the direct cost of returning goods unless Sugar Browed has agreed otherwise or applicable law requires Sugar Browed to bear those costs.
We strongly recommend using a trackable shipping service and retaining proof of shipment.
Customers are responsible for packaging returned goods appropriately.
5. CONDITION OF RETURNED GOODS AND DIMINISHED VALUE
Customers may inspect physical goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where a customer handles a product beyond what is reasonably necessary for such inspection, the customer may be responsible for any resulting diminished value, to the extent permitted by applicable law.
Products that have been used, applied, worn, contaminated, damaged, altered or otherwise handled beyond what is reasonably necessary for inspection may therefore be subject to a deduction for diminished value or may have no remaining refundable value, depending on their condition and applicable law.
Where reasonably necessary, Sugar Browed may request photographs or other information regarding the condition of the products before providing return instructions.
6. BROW EXTENSIONS
Sugar Browed Brow Extensions contain real human hair and are professional beauty products intended for application in the brow area.
Because Brow Extension packaging is not currently supplied with a hygiene seal, Sugar Browed does not rely on the statutory exception for unsealed hygiene goods solely on the basis that the packaging has been opened.
Where the statutory right of withdrawal applies, Brow Extensions may therefore be returned in accordance with applicable law.
However, Brow Extensions that have been used, applied to a person, worn, cut, mixed with other products, contaminated, removed from their packaging in a manner that causes loss of value, or otherwise handled beyond what is reasonably necessary to inspect the product may be subject to a deduction reflecting the resulting diminished value, up to the full value of the affected product where legally permitted.
This does not affect a customer's rights in relation to defective, damaged or incorrectly supplied products.
7. COSMETICS, ADHESIVES, LIQUIDS AND OTHER PROFESSIONAL BEAUTY PRODUCTS
Cosmetic products, adhesives, primers, removers, lifting products, staining products, developers, aftercare products and other professional beauty liquids must be handled carefully.
Where a statutory right of withdrawal applies, the customer's mandatory rights remain unaffected.
However, where a product has been used, tested, applied, contaminated, mixed, materially altered or otherwise handled beyond what is reasonably necessary to inspect its nature, characteristics and functioning, Sugar Browed may apply a deduction for diminished value to the extent permitted by applicable law.
Certain products may also be excluded from the right of withdrawal where a specific statutory exception applies.
Defective, damaged or incorrectly supplied products are handled separately under Section 14.
8. VOLUNTARY RETURNS OUTSIDE STATUTORY RIGHTS
Where Sugar Browed accepts a return outside a customer's mandatory statutory rights, such return is discretionary and may be subject to additional conditions.
Unless otherwise agreed in writing, products accepted under a voluntary return arrangement must be:
- Unused;
- In their original packaging;
- Complete;
- Undamaged;
- In resaleable condition.
Approval of a voluntary return in one case does not create an obligation to approve similar returns in the future.
9. SALE, CLEARANCE AND PROMOTIONAL PRODUCTS
Products purchased during:
- Black Friday;
- Promotional campaigns;
- Clearance sales;
- Final Sale promotions;
- Discontinued Collection sales;
- End of Line sales;
- Outlet sales;
do not receive any additional voluntary return right unless expressly stated otherwise.
However, promotional or discounted pricing does not remove any mandatory statutory consumer rights that cannot legally be excluded.
This includes applicable rights relating to withdrawal, defective products and lack of conformity.
10. DIGITAL PRODUCTS
Digital products include, but are not limited to:
- E-books;
- Digital guides;
- Templates;
- Workbooks;
- Downloadable materials;
- Digital educational content;
- Other electronically supplied content.
Where applicable law provides a statutory right of withdrawal for digital content, that right may be lost once performance has begun where all legal requirements for loss of the withdrawal right have been satisfied.
For EU consumers, this generally requires, where applicable:
- The customer's prior express consent to begin supplying the digital content during the withdrawal period;
- The customer's acknowledgement that beginning performance results in the loss of the right of withdrawal; and
- The required confirmation being provided to the customer.
Where these legal requirements have been satisfied and digital delivery has begun, the purchase is non-refundable except where otherwise required by law.
Nothing in this section affects statutory rights relating to digital content that is defective or otherwise not in conformity with the contract.
11. ONLINE COURSES AND DIGITAL EDUCATIONAL CONTENT
Sugar Browed online courses may include:
- Online training modules;
- Training videos;
- E-books;
- Educational documents;
- Quizzes;
- Client forms;
- Digital learning portal access;
- Bonus educational materials;
- Other digital educational content.
Where the legal requirements for immediate digital delivery and loss of the statutory withdrawal right have been satisfied, online courses and digital educational content are non-refundable after digital performance has begun.
Subject to applicable law, a refund will not be provided merely because:
- The customer chooses not to complete the course;
- The customer does not use all available materials;
- The customer changes their mind after validly losing the statutory withdrawal right;
- The customer expected different personal or business results;
- The customer no longer wishes to participate.
Nothing in this section removes any mandatory rights that the customer retains under applicable law.
12. IN-PERSON TRAINING, MASTERCLASSES AND EVENTS
In-person training, private training, group training, masterclasses, workshops, certification assessments and other scheduled educational services may be subject to separate Training Terms & Conditions.
Deposits, cancellation conditions, rescheduling conditions, no-show rules and other booking conditions applicable to a specific training are communicated through the applicable training terms or booking conditions.
Where mandatory consumer law grants a right of withdrawal or cancellation, those rights remain unaffected.
Where a statutory exception applies or a statutory right has otherwise expired or been validly lost, the applicable Sugar Browed Training Terms & Conditions will govern cancellation and rescheduling.
13. CERTIFICATION FEES
Certification, assessment, evaluation or review services may be subject to separate certification terms.
Where permitted by applicable law, fees may become non-refundable once assessment, evaluation, review or certification processing has commenced.
Nothing in this section excludes mandatory consumer rights that cannot legally be excluded.
14. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
Customers should inspect their order as soon as reasonably possible after delivery.
If an item is:
- Damaged upon arrival;
- Leaking;
- Defective;
- Incorrectly supplied;
- Missing from the shipment;
please contact:
as soon as reasonably possible.
Please provide:
- Your order number;
- A description of the issue;
- Clear photographs and/or video where relevant;
- Photographs of the shipping packaging where relevant.
Sugar Browed may investigate the issue and request additional information where reasonably necessary.
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, price reduction or refund.
Nothing in this policy limits statutory rights relating to defective goods or lack of conformity.
15. LOST SHIPMENTS
A shipment will not normally be treated as lost while the relevant carrier or logistics provider is actively investigating its location or delivery status.
Customers agree to reasonably cooperate with investigations conducted by Sugar Browed, the carrier or another relevant logistics provider.
Where a shipment is confirmed lost, Sugar Browed will provide an appropriate remedy in accordance with applicable law and the circumstances of the order.
This may include replacement or refund where appropriate.
16. DELIVERED BUT NOT RECEIVED CLAIMS
Where carrier tracking indicates that an order has been delivered but the customer reports that it has not been received, Sugar Browed may investigate the delivery before determining the appropriate resolution.
Customers may be asked to:
- Verify the delivery address;
- Check with household members, neighbours or reception areas;
- Contact or cooperate with the carrier;
- Provide relevant information or documentation;
- Cooperate with a carrier investigation;
- File a report where reasonably appropriate.
Each claim will be assessed based on the available evidence and applicable law.
A tracking status alone does not remove any mandatory rights the customer may have under applicable law.
17. CUSTOMS, IMPORT DUTIES AND INTERNATIONAL ORDERS
International shipments may be subject to:
- Customs duties;
- Import taxes;
- VAT;
- Brokerage fees;
- Clearance fees;
- Storage fees;
- Government charges;
- Inspection fees;
- Other destination-country charges.
Unless expressly stated otherwise, such charges are the responsibility of the customer in accordance with the applicable shipping terms.
Sugar Browed does not control charges imposed by customs authorities, governments, carriers or customs brokers.
Additional information regarding international shipments is contained in our Shipping Policy.
18. REFUSED, ABANDONED, RETURNED OR UNCLAIMED SHIPMENTS
Customers are responsible for cooperating with reasonable delivery and customs requirements.
Where a shipment is refused, abandoned, returned, unclaimed, confiscated or destroyed because of circumstances attributable to the customer, including refusal to pay applicable import charges, Sugar Browed may deduct costs actually incurred from any amount otherwise refundable, to the extent permitted by applicable law.
Such costs may include:
- Return shipping;
- Customs charges;
- Storage fees;
- Brokerage fees;
- Carrier charges;
- Handling costs;
- Destruction costs;
- Other directly related costs.
Any remaining refund entitlement will be determined in accordance with applicable law and the circumstances of the order.
19. INCORRECT OR INCOMPLETE SHIPPING INFORMATION
Customers are responsible for providing accurate and complete delivery information when placing an order.
Customers should contact Sugar Browed as quickly as possible if they discover an error.
Once an order has entered processing or has been dispatched, address changes cannot be guaranteed.
Where a parcel is delayed, returned or incurs additional costs because the customer supplied incorrect or incomplete information, reasonable additional shipping, return, storage, customs or handling costs may apply to the extent permitted by law.
20. BUSINESS CUSTOMERS (B2B)
Statutory consumer withdrawal rights generally apply to consumers rather than purchases made in a professional or business capacity.
Where an order qualifies as a business-to-business transaction, returns are subject to the applicable contractual terms and mandatory law.
Unless otherwise agreed in writing, voluntary B2B returns are not accepted except where Sugar Browed approves the return or the goods are defective, damaged or incorrectly supplied.
21. FRAUD, ABUSE AND FALSE CLAIMS
Sugar Browed reserves the right to investigate suspected:
- Fraud;
- False claims;
- Chargeback abuse;
- Return abuse;
- Promotion abuse;
- Misrepresentation;
- Repeated or excessive misuse of return procedures.
Where reasonably justified and permitted by law, Sugar Browed may refuse voluntary returns, restrict account activity or take other proportionate measures.
Nothing in this section permits Sugar Browed to refuse a mandatory statutory remedy solely because a customer has exercised a lawful consumer right.
22. REFUNDS FOLLOWING A VALID STATUTORY WITHDRAWAL
Where an EU consumer validly exercises a statutory right of withdrawal, Sugar Browed will reimburse payments as required by applicable law.
Where required by law, this includes the cost of the least expensive standard delivery method offered for the original purchase.
Any additional delivery cost resulting from the customer's choice of a more expensive delivery method is not refundable where applicable law permits.
For sales of physical goods, Sugar Browed may withhold reimbursement until the returned goods have been received or until the customer provides evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Refunds will be made using the same payment method used for the original transaction unless the customer expressly agrees otherwise and applicable law permits.
23. OTHER APPROVED REFUNDS
Where a refund is approved outside the statutory right of withdrawal, the refund will be processed according to the terms of that approval.
Depending on the circumstances, an approved resolution may be issued:
- To the original payment method; or
- As store credit where the customer agrees.
Bank, card issuer, payment processor or other financial institution processing times are outside Sugar Browed's control.
24. POLICY ABUSE DOES NOT CREATE PRECEDENT
A refund, replacement, store credit, reshipment, discount, compensation or other exception provided by Sugar Browed in an individual case is discretionary unless required by law.
An exception provided in one case does not amend this policy and does not create an entitlement to the same resolution in another case.
25. CONTACT
Return Requests:
General Customer Support:
Sugar Browed
Calle Flauta Mágica 11D, Piso 2
29006 Málaga
Spain
NIF: Z3351581A
VAT Number: ESZ3351581A