Brown Sugar L.A.B. Refund & Return Policy

 
 
Last Updated: July 28, 2026
 
At Brown Sugar L.A.B., your satisfaction is important to us. We carefully select, prepare, and package our skincare and cosmetic products to ensure you receive your order in excellent condition. Because our products are personal-care items, we have established the following refund and return policy to protect the health and safety of our customers.
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RETURN POLICY
Due to the personal-care and hygienic nature of skincare and cosmetic products, all sales are final. We do not accept returns or exchanges for products that have been opened, used, swatched, tested, or applied.
 
For health and safety reasons, customers may not return products simply because they have changed their mind, ordered the wrong item, selected the wrong shade, or experienced dissatisfaction after opening or using the product.
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Before placing your order, we encourage you to carefully review product descriptions, ingredients, shades, sizes, and other product details.
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Eligible Returns
A return may only be accepted if:

• You received the wrong product due to an error made by Brown Sugar L.A.B.

• Your product arrived damaged or defective.

• The product is unused, unopened, and in its original packaging.

• You contact us within 7 days of confirmed delivery.

All return requests must be approved by Brown Sugar L.A.B. before an item is shipped back. Unauthorized returns may not be accepted or refunded.
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How to Request a Return
To request a return, please contact Brown Sugar L.A.B. within 7 days of delivery and provide:

• Your full name

• Order number

• Description of the issue

• Clear photos of the product

• Clear photos of the shipping box and packaging, if applicable
   

Once your request has been reviewed, we will provide return instructions if your return is approved.
 
Do not send products back without receiving return authorization from Brown Sugar L.A.B.
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Return Shipping
If the return is approved because Brown Sugar L.A.B. sent an incorrect item or the product arrived damaged or defective, we may provide return instructions and, when applicable, cover eligible return shipping costs.
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Returns resulting from customer preference, ordering the wrong item, selecting the wrong shade, or changing one's mind are not eligible for a return or refund.
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REFUND POLICY
If your return or refund request is approved, you may receive a replacement, store credit, or refund to your original payment method, depending on the circumstances.
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Approved refunds will be processed after the returned product has been received and inspected, when a return is required.
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Please allow 5–10 business days for your financial institution to process an approved refund after it has been issued.
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Original shipping charges are generally non-refundable unless the issue resulted from an error made by Brown Sugar L.A.B.
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DAMAGED OR DEFECTIVE PRODUCTS
If your order arrives damaged or a product is defective, please contact us within 7 days of delivery.
Please keep the original product, shipping box, and packaging until your claim has been reviewed. Photos may be required to verify the damage.
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Once your claim is approved, Brown Sugar L.A.B. may offer a replacement, store credit, or refund.
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WRONG ITEM RECEIVED
If you receive an item that is different from what you ordered, please contact us within 7 days of delivery.
After verification, we will work to correct the issue by providing the correct product or another appropriate resolution.
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NON-RETURNABLE & NON-REFUNDABLE ITEMS
For health, safety, and hygiene reasons, the following items are not eligible for return, refund, or exchange:

• Opened or used skincare products

• Opened or used cosmetics

• Products that have been swatched or applied

• Products returned without prior authorization

• Products damaged due to misuse, improper storage, or negligence

• Items purchased by mistake

• Incorrect shades selected by the customer

• Items purchased during a final sale or clearance promotion

• Gift cards

• Customized or personalized products, when applicable
   

ALLERGIES, IRRITATION & SKIN SENSITIVITY
Brown Sugar L.A.B. is not responsible for allergic reactions, irritation, or skin sensitivity resulting from the use of our products.
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Customers are responsible for reviewing product ingredients before purchasing and using any skincare or cosmetic product. We recommend performing a patch test before using a new product, particularly if you have sensitive skin or known allergies.
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If irritation or an allergic reaction occurs, discontinue use immediately and seek appropriate medical advice when necessary.
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ORDER CANCELLATIONS
Cancellation requests must be submitted as soon as possible after placing an order. Once an order has been processed, shipped, or prepared for fulfillment, it may no longer be eligible for cancellation.
 
CUSTOMER SATISFACTION
At Brown Sugar L.A.B., we value our customers and want you to have a positive experience with every purchase. While we cannot accept returns of opened or used skincare and cosmetic products, we encourage you to contact us if you experience an issue with your order.
 
We will review eligible concerns individually and do our best to provide a fair and appropriate resolution.
 
Thank you for choosing Brown Sugar L.A.B.
Beauty. Care. Confidence.