Refund & Returns Policy

We want you to be satisfied with your purchase from Brilliant Silver White. If there is an issue with your order, we will work with you to resolve it quickly and fairly.

1. Returns eligibility and timeframes

If your product arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order at [email protected]. Please include:

• Your order number

• A photo of the issue

• Your contact details

We may ask you to keep or return the product and/or packaging so we can inspect the issue and arrange a suitable resolution.

2. Condition of returned items

For hygiene reasons, opened or used hair products cannot be returned, unless they are defective. Unopened items must be in their original packaging to be eligible for return.

3. Who pays return shipping

• If the item is damaged, defective, or incorrect due to our error, we will cover reasonable return shipping costs or provide a replacement without requiring a return, at our discretion.

• For other accepted returns, the customer may be responsible for return shipping costs.

4. Refunds

Refunds are issued only for:

• Damaged or defective products

• Incorrect items sent

• Orders cancelled before shipping

Refunds are processed back to your original payment method once the issue is confirmed and, where applicable, the returned item is received. Please allow 3–7 business days for the refund to appear in your account.

If an item is returned but does not meet the criteria above, we may offer an alternative resolution (such as store credit) at our discretion.

5. Exchanges

If you received the wrong item, we will send the correct product at no additional cost once the incorrect item is confirmed.

6. Contact

For any questions about returns or refunds, please contact us at: [email protected]

Guarantee, please contact us:

📧 [email protected]

Customers often have questions about how returns and refunds work, especially when purchasing haircare products online. To help you feel confident when shopping with Brilliant Silver White, we’ve included additional information that explains our approach to customer satisfaction, product quality, and order support.

Our products are formulated with care, and we want every customer to enjoy a positive experience. If something goes wrong with your order, our team is here to help. We encourage customers to contact us as soon as possible if they notice an issue with their delivery, packaging, or product condition. Clear communication helps us resolve concerns quickly and ensures you receive the support you need.

We also understand that online shopping can raise questions about product suitability. While opened or used items cannot be returned for hygiene reasons, we are always available to provide guidance on how to use our products effectively. If you are unsure about a product or need advice, our customer service team is ready to assist.

To make your shopping experience smoother, we recommend keeping your order confirmation email and packaging until you are fully satisfied with your purchase. These details help us verify your order and provide faster support if a return or replacement is required.

Our commitment to customer satisfaction means we continually review and improve our policies. We aim to provide clear information, reliable service, and helpful support at every step of your shopping journey. If you have any questions about returns, refunds, or product concerns, please reach out to us at [email protected].