Return & Refund Policy
In view of the particularity of cosmetic products and to fully protect customer rights and interests, brothers formulates standardized and humanized return and refund policies. All purchase behaviors are subject to the following after-sales terms:
1 Return Eligibility
Customers can apply for return and exchange services within 30 days after receiving the package. For cosmetic products, only unopened, unused, intact and sealed products are eligible for return. Damaged outer packaging, opened products, used cosmetics and products with missing accessories are not supported for return, due to hygiene and safety considerations. Clearance products, special promotional products are final sales and cannot be returned or exchanged except for genuine quality problems.
2 Return Application Process
1. Send a return application email to our official customer service mailbox, stating your accurate order number and detailed return reason;
2. Wait for the review and approval of our after-sales team, and obtain the official designated return address and operation guidelines;
3. Use professional packaging to protect the cosmetic products to prevent leakage and damage during return transportation;
4. Submit the return logistics tracking number to customer service for registration and follow-up processing.
3 Refund Rules
After we receive and inspect the returned goods and confirm that they meet the return specifications, we will complete the refund review within 5–7 working days, and the funds will be returned through your original payment channel. For returns caused by product quality problems, wrong delivery or our official errors, we will provide full refunds and bear corresponding return freight. For personal reason returns, all return shipping fees shall be borne by the customer.
4 Non-Returnable Provisions
We refuse return applications for any opened, used, artificially damaged, improperly stored or expired cosmetic products after delivery, to ensure the hygiene and safety of secondary sales products.