Refund policy

Returns & Refund Policy

Last updated: 6 August 2026

This policy applies to purchases made through Brutish Shop.

Contacting us

To request a cancellation, return, replacement or refund, contact:

office@brutish.agency

Please include:

Your full name.
Your order number.
The reason for your request.
Photographs where the product is damaged, faulty or incorrect.

Do not return products without contacting us first. Returns sent without prior approval may not be accepted.

Once a return has been approved, we will provide the appropriate return instructions and return address.

Cancelling or changing an order

Orders enter production shortly after being placed.

Contact us immediately if you need to cancel or amend an order. We will try to stop the order before production or fulfilment begins, but cancellation cannot be guaranteed.

Once an order has entered production, been prepared for shipment or been dispatched, it may no longer be possible to cancel or amend it.

Change-of-mind returns

You may request a change-of-mind return within 14 days of receiving your order.

To qualify for a return, the product must be:

Unused.
Unopened.
In its original condition.
In its original packaging.
Complete with all components, labels and accessories.

Proof of purchase is required.

Products that have been used, opened, damaged after delivery or returned without their original packaging may not qualify for a refund.

Hygiene-sensitive products

For hygiene and safety reasons, beauty tools and personal-care products that have been opened, used or removed from sealed protective packaging cannot be returned because of a change of mind.

This includes, where applicable:

Makeup blenders.
Facial and konjac sponges.
Blotting papers.
Tweezers.
Other tools intended for direct use on the face or body.

This restriction does not apply where the product arrived damaged, faulty or incorrect.

Return shipping costs

Customers are responsible for the cost of returning change-of-mind purchases.

We recommend using a tracked delivery service and retaining proof of postage. Brutish Shop is not responsible for returns lost or damaged while being sent back.

Where a product is confirmed as damaged, faulty or incorrect, Brutish Shop will cover reasonable return costs where a return is required.

Original delivery charges

The original delivery charge is not normally refunded for change-of-mind returns.

Where an entire order is confirmed as faulty, damaged or incorrect, the original standard delivery charge may also be refunded where required by applicable law.

Damaged, faulty or incorrect products

Please inspect your order as soon as it arrives.

Contact office@brutish.agency as soon as possible, and preferably within 7 calendar days of delivery, if a product:

Arrives damaged.
Has a manufacturing defect.
Is different from the product ordered.
Is missing from the order.
Contains a branding or packaging error.

Please provide:

Your order number.
A clear description of the problem.
Clear photographs or video of the product.
A photograph of the external packaging.
A photograph of the delivery label.

Do not discard the product or packaging until your claim has been reviewed.

Where the issue is confirmed, we may offer an appropriate replacement, refund or other resolution.

The seven-day reporting request helps us investigate the issue promptly with our fulfilment partner. It does not limit any rights you may have under applicable consumer law.

Refunds

We will notify you once an approved return has been received and inspected.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for us to process the refund after approval.

Your bank or payment provider may require additional time to display the funds in your account.

Reduced or refused refunds

A refund may be reduced or refused where:

The product has been used or opened.
The product has been damaged after delivery.
Parts, accessories or packaging are missing.
The return was requested outside the stated return period.
The product was returned without prior approval.
The returned item does not match the original order.

Exchanges

We do not currently offer direct exchanges.

Where appropriate, you may return an eligible product for a refund and place a new order separately.

Failed or refused deliveries

Orders returned because the customer provided an incorrect or incomplete address, failed to collect the parcel, refused delivery or did not respond to the delivery carrier may not qualify for a refund of shipping or handling costs.

Additional shipping charges may apply where the customer asks us to resend the order.