Refund policy

Returns & Refunds
We want you to love your Balance Brush. If something isn’t right, here’s exactly where you stand.
30-Day Returns
You have 30 days from delivery to return your item, provided it is unused, unopened, and in its original packaging with proof of purchase. As a personal care product, brushes that have been used cannot be returned for hygiene reasons, unless faulty.
To start a return, email us at info@thebalancebrush.com with your order number. Once approved, we’ll confirm the return address and next steps. Please don’t send items back before receiving confirmation, as unrequested returns cannot be accepted.
Faults & Damage
Every Balance Brush is engineered to the golden ratio and made by GB Kent & Sons, Britain’s oldest brush maker. If your brush arrives damaged, faulty, or not as ordered, contact us within 30 days with photos of the issue. We will repair or replace it at no cost to you. Where a replacement isn’t possible, a full refund will be issued.
Fit & Feel
The Balance Brush’s compact barrel is a deliberate, patented design choice, engineered to the golden ratio for control and precision, not a fault or sizing error. Reviews and feedback around personal preference are always welcome, but the barrel size itself is not grounds for a refund.
Refund Timeline
Once your return is received and inspected, we’ll confirm approval by email. Approved refunds are issued to your original payment method within 10 business days. Bank processing times may add a few extra days on top of this.
Exchanges
To exchange for a different colour or product, return your original item for a refund and place a new order separately, this is the fastest way to get what you need.
EU & UK Statutory Rights
If you’re shopping from the EU, you have a 14-day cooling-off period from delivery to cancel your order for any reason, in line with EU consumer law. This sits alongside, not instead of, your standard 30-day return window with us. Nothing in this policy affects your statutory rights under UK or EU consumer protection law.
Non-Returnable Items
Gift cards and sale items are final and cannot be returned or refunded.