Refund policy
Welcome to SilkBrush.shop. We appreciate your trust in our products and are committed to providing premium makeup brushes and beauty tools that meet the highest standards of quality and craftsmanship.
Your satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we offer a simple and transparent return and refund process.
By placing an order through SilkBrush.shop, you acknowledge and agree to the terms outlined in this Return & Refund Policy.
1. Our 30-Day Return Guarantee
We proudly offer a 30-Day Free Return Guarantee on eligible products.
If you are not completely satisfied with your purchase, you may request a return within 30 calendar days after receiving your order.
Our goal is to make shopping with SilkBrush.shop completely risk-free.
2. Eligibility for Returns
To qualify for a return, the following conditions must be met:
- The return request is submitted within 30 days after delivery.
- The product is unused or only minimally inspected.
- The product remains in its original condition.
- Original packaging is included whenever possible.
- All included accessories are returned.
- Proof of purchase is available.
Products that show excessive wear, intentional damage, misuse, or unauthorized modification may not qualify for a full refund.
3. Free Return Shipping
SilkBrush.shop proudly provides FREE return shipping worldwide for eligible returns.
Customers will never be charged return shipping fees for approved returns submitted within our return window.
Our support team will provide complete return instructions after your request has been approved.
4. How to Start a Return
Returning an item is easy.
Simply contact our customer support team with:
- Your order number
- Full name
- Email address used during purchase
- Reason for return
- Photos if the item arrived damaged or incorrect
Contact Information
Email:
support@SilkBrush.shop
Phone:
(519) 653-7579
Business Address:
1100 Av. des Canadiens-de-Montréal
Montréal, QC H3C 2H8
Canada
Our team normally responds within 24 business hours.
5. Damaged or Defective Products
Although every order is inspected before shipment, shipping accidents may occasionally occur.
If your product arrives:
- Damaged
- Defective
- Broken
- Incorrect
- Missing components
Please contact us within 7 days after delivery.
Whenever possible, include:
- Photos of the package
- Photos of the product
- Description of the issue
After verification, we will offer one of the following solutions:
- Free replacement
- Full refund
- Partial refund
- Store credit (if preferred)
6. Incorrect Orders
If you receive the wrong product, please notify us immediately.
Once confirmed, SilkBrush.shop will cover all associated costs and provide:
- A replacement item
- Return shipping
- Full refund if replacement is unavailable
There are no additional charges to the customer.
7. Lost Packages
If your package appears lost during transit, please contact us.
Our customer service team will investigate with the shipping carrier.
Depending on the outcome, we may provide:
- A replacement shipment
- A complete refund
- Additional shipping assistance
8. Refund Approval
After receiving and inspecting your returned item, we will notify you regarding the status of your refund.
Inspection typically requires 2–5 business days.
If approved, your refund will be processed immediately.
9. Refund Method
Refunds are issued using the original payment method whenever possible.
Accepted payment methods include:
- Visa
- Mastercard
- American Express
- PayPal
- Shop Pay
- Apple Pay
- Google Pay
- Other supported payment providers
Depending on your financial institution, refunds may appear within 5–10 business days.
10. Exchanges
We gladly replace products that are:
- Damaged
- Defective
- Incorrectly shipped
Customers may also request exchanges for another available product whenever inventory permits.
Price differences may apply.
11. Order Cancellation
Orders may be cancelled before shipment.
If your order has not yet entered fulfillment, you will receive a full refund.
Once an order has shipped, cancellation is no longer possible, but it may still qualify under our 30-Day Return Policy.
12. Non-Returnable Items
Certain products cannot be returned due to hygiene or safety reasons, including:
- Used cosmetic tools showing significant wear
- Personalized or customized products
- Final clearance items where explicitly stated
- Gift cards
- Digital products
Any non-returnable product will be clearly identified before purchase.
13. International Returns
SilkBrush.shop proudly serves customers worldwide.
International customers receive the same return benefits as domestic customers.
Eligible orders include:
- Free return shipping
- 30-day return period
- Full customer support
14. Refund Exceptions
Refunds may be reduced or declined if:
- Products are intentionally damaged.
- Items are returned incomplete.
- Products are heavily used beyond normal inspection.
- Fraudulent activity is suspected.
- Return requests exceed the 30-day period without prior approval.
Each case is reviewed individually to ensure fairness.
15. Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank.
- If the issue remains unresolved, contact our support team.
We will gladly assist until your refund has been successfully completed.
16. Customer Satisfaction Commitment
At SilkBrush.shop, customer satisfaction is at the heart of everything we do.
We understand that purchasing beauty products online requires trust. Our return policy is designed to provide peace of mind, transparency, and confidence with every order.
Whether you are shopping for professional makeup brushes, beauty accessories, or complete brush sets, we stand behind every product we offer.
Thank you for choosing SilkBrush.shop.