Refund policy

How can I return my products?

If you are not 100% satisfied with your order, we will be happy to accept your return within 28 days of the date your order was delivered, provided that the products are unused and in their original condition.

Please ensure your order number is clearly included inside or written on the return package. Without an order number, we may not be able to identify and process your return.

1. Products may be returned provided that they are unused and remain in their sealed, original packaging.

   Please ensure the original product packaging is not damaged, as it forms part of the product. Original product packaging must not be used as the external shipping packaging for the return.

2. When returning a set or kit, all items included in the original set or kit must be returned. Incomplete sets or kits will not be eligible for a refund.

3. Our brush sets are considered sealed goods. Once the packaging has been fully opened, including the pouch, we are unable to accept the brush set for return.

4. If you received a free gift with your purchase, it must also be returned when returning the complete order.

   Your entitlement to a free gift expires when the entire qualifying order is returned. If a partial return means that the minimum order value required to qualify for the free gift is no longer met, we reserve the right to deduct the value of the free gift from your refund.

5. Customers returning an order from outside Germany are responsible for the return shipping costs.

   Please send your return to:

   DSV Logistics | Returns BIGBLUE ZOEV
   HP2, Haldens Parkway
   DSV
   Thrapston
   NN14 4QS
   United Kingdom

   We recommend using a tracked return service and retaining your proof of postage. If a return parcel is lost in transit, we may be unable to process the return without a valid tracking number.

6. All returned items are inspected when they arrive at our warehouse. A refund will only be processed for products that are unused, in their original condition and returned with all original packaging.

   For hygiene reasons, we are unable to accept products that have been tested or used. If an item is returned damaged or does not meet the conditions above, we may be unable to issue a refund and the item may be returned to you.

7. Approved refunds will be issued to the original payment method within 14 business days. Refunds cover the cost of the returned products and do not include the original shipping charges, where applicable.