Last updated: October 28, 2026
The 30-day guarantee
Try BRW for 30 days. If it's not for you, we'll refund you in full, even if you've opened it.
- How: email hello@getbrw.com with your order number within 30 days of delivery. You don't need to send anything back.
- What we refund: what you paid for the product, after any discount. Shipping is free, so there is no shipping charge to refund.
- How often: the guarantee covers one order per customer.
- Subscriptions: the guarantee covers your most recent shipment. A refund does not cancel your subscription: cancel it in your account at getbrw.com/account, or ask us to when you email.
- Gift sets: the same 30 days. Anything that came with the set is yours to keep.
Damaged, missing or wrong items
Tell us within 30 days of delivery at hello@getbrw.com, with your order number.
- Damaged: send one photo of the parcel and the product. We'll send a replacement free, or refund you if you prefer.
- Missing item: we'll send it.
- Wrong item: we'll send the right one. Keep the wrong one.
You don't need to send anything back.
A parcel that hasn't arrived
- Tracking hasn't moved for 7 business days: email us and we'll send a replacement.
- Marked delivered, but not there: please check around your door, with neighbors and in any parcel locker, and give it 2 days, since parcels are sometimes scanned early. If it still hasn't turned up, email us and we'll send another one.
Canceling an order before it ships
- You can cancel any order, preorders included, before it ships, for a full refund. Email hello@getbrw.com with your order number.
- If we can't ship your order by the date we gave you, we'll email you with a new date and the choice to cancel for a full refund.
- To cancel a subscription, see our subscription terms.
How refunds are paid
Refunds go back to the payment method you used. We email you when we issue one. Most banks show it within 5 to 10 business days.
Returns
We don't ask for products back. Please don't send anything to us without contacting us first. If we ever do need something back, we'll send you a prepaid return label.
After 30 days
We can't refund orders delivered more than 30 days ago. If something is wrong with your order, email us anyway.
If you've had a reaction to a product
Please tell us at hello@getbrw.com, with your order number. For medical help, contact your doctor.
Contact
hello@getbrw.com. BRW LLC, 1502 Somerset Canyon Lane, Cedar Park, TX 78613.