Refund policy

Returns and Refunds

The Balance Brush is a personal care product used directly on the scalp and hair. We can only accept returns of brushes that are unused, unwashed, and in their original packaging with the hygiene seal intact. For hygiene reasons, we cannot accept the return of any brush that has been used or unsealed.

Faults and damage

Every Balance Brush is engineered to the golden ratio and made by Kent & Sons, Britain's oldest brush maker. If your order arrives damaged, faulty or not as ordered, email info@thebalancebrush.com within 30 days with your order number and photos, and we'll replace it at no cost to you. Where a replacement isn't possible, we'll refund you in full, including your original delivery charge. We cover return postage on faulty items. This applies to sale items exactly as it does to full-price ones.

This doesn't cover damage from heat styling, dropping, or normal wear over time.

Changed your mind

If your brush is unused and the hygiene seal is intact, you have 14 days from the day it arrives to let us know you'd like to cancel, and a further 14 days to return it. Email info@thebalancebrush.com with your order number first. Please don't send anything back before we've replied, as we can't accept unrequested returns.

Return postage is at your own cost. We'd recommend a tracked service, as the parcel remains your responsibility until it reaches us.

Every return is inspected on arrival. If the hygiene seal is broken, or the brush shows any sign of use, we're unable to accept it. We'll let you know and can return it to you at your cost.

Once received and checked, we'll refund the price of the brush and our standard delivery rate within 14 days. If you chose an upgraded delivery option, the difference isn't refunded.

Fit and feel

The short barrel is a deliberate, patented design choice, engineered to the golden ratio for control and precision. It isn't a fault or a sizing error, and a brush that has been used can't be returned on that basis. If it isn't working for you, do write to us. We'd genuinely rather help you get the technique right, and we're good at it.

Clips, scrunchies and silk accessories

These can be returned within 14 days of delivery if unused and in their original packaging. Email us first at info@thebalancebrush.com and we'll confirm the return address. Return postage is yours unless the item is faulty. For hygiene reasons, silk bonnets, scrunchies and clips that have been worn can't be returned unless faulty.

The quickest way to swap for a different colour or product is to return your original item for a refund and place a new order.

Non-returnable items

Gift cards can't be returned or refunded. Sealed goods that have been unsealed after delivery can't be returned for health or hygiene reasons, as set out above.

Your statutory rights

Nothing in this policy affects your legal rights. Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel most orders, with the exception of sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Under the Consumer Rights Act 2015 you are entitled to a remedy if goods are faulty, not as described, or not fit for purpose.