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Refund policy

RETURNS & REFUND POLICY

OVERVIEW

At Ciaobrow, we want you to be satisfied with your purchase. This policy outlines your rights and our procedures for returns, refunds, and exchanges.

This policy complies with UK consumer law and EU distance selling regulations.

RETURNS (PHYSICAL PRODUCTS)

You have the right to request a return within 14 days of receiving your order.

To be eligible for a return:

  • Items must be unused, unopened, and in original packaging
  • Items must be in a resaleable condition
  • Proof of purchase is required

To request a return, please contact us at:
info@suzanneeganacademy.com

NON-RETURNABLE ITEMS

Due to hygiene and safety reasons, we cannot accept returns on:

  • Opened or used products
  • Products with broken seals
  • Lash, brow, or cosmetic solutions once opened
  • Sale or clearance items (unless faulty)

This is standard within the professional beauty industry.

PROFESSIONAL USE DISCLAIMER

Ciaobrow products are intended for professional use only.

It is the responsibility of the purchaser to ensure they are trained and qualified to use the products correctly.

We are not liable for misuse, incorrect application, or results obtained from improper use.

FAULTY OR DAMAGED ITEMS

If your item arrives damaged or faulty:

  • You must notify us within 48 hours of delivery
  • Please include clear photographic evidence

Once reviewed, we will offer a replacement, repair, or refund where appropriate.

REFUNDS

Once your return is received and inspected:

  • Approved refunds will be issued to your original payment method
  • Please allow 5–10 working days for the refund to appear

Shipping costs are non-refundable, unless the item is faulty.

RETURN SHIPPING

  • Customers are responsible for return shipping costs
  • We cannot be held responsible for returned items that do not reach us

EXCHANGES

We only replace items if they are defective or damaged.

ORDER ISSUES

If you have an issue with your order, please contact us as soon as possible so we can resolve it quickly.

TRAINING COURSES & EDUCATION

For all training courses booked through Ciaobrow or Suzanne Egan Academy:

  • Deposits are non-refundable
  • Course places may be transferred with sufficient notice (minimum notice period may apply)
  • Failure to attend a course without notice will result in loss of payment
  • In exceptional circumstances, transfers may be considered at our discretion

All course content, manuals, and materials are intellectual property and are not to be copied or shared.

EU & UK CONSUMER RIGHTS

If you are purchasing as a consumer within the UK or EU, you have the right to cancel your order within 14 days of receipt.

However, this right does not apply to:

  • Opened or used cosmetic products
  • Products are unsealed after delivery for hygiene reasons

CONTACT

For all returns, refunds, or queries, please contact:

Email: suzanne@suzanneeganacademy.com
Business: Ciaobrow