Refund policy
Last updated: October 7, 2026
At FATAL TOOLS®, every brush is handcrafted, inspected, and packaged with ritualistic precision. We take extreme care to ensure that every item arrives in immaculate condition. Because our products include hygienic beauty tools and accessories, items are non-returnable once opened, except where required by applicable law.
However, we do offer returns for unopened and sealed products and full support for damaged, defective, or incorrect items.
Please read the full policy below.
1. Returns for Unopened Products
We accept returns within 14 days of delivery, provided the product is completely unopened and remains in its original sealed condition, including all original protective wrapping.
To qualify:
- All original protective wrapping must be fully intact, unopened, and untampered with.
- All Fatal Tools seal stickers, where applicable, must be fully intact, unbroken, and unpeeled.
- All product packaging must remain fully sealed, unopened, and untouched.
- The product must be unused and in its original condition, with all original components, accessories, and packaging included.
Return Shipping:
- Return shipping costs (including duties & taxes) are paid by the customer.
- We will provide the DHL return shipping rate before the return begins. Once approved by the customer, a return label will be provided.
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Once the item is returned and inspected, we will refund the product price minus the return shipping cost and any duties & taxes incurred.
Inspection:
If any original protective wrapping, seal, or seal sticker has been opened, removed, broken, damaged, or tampered with, the product will no longer qualify as an unopened return and the return may be rejected, except where otherwise required by applicable law.
2. Non-Returnable Items (For Hygiene & Safety)
Once the original protective wrapping or product packaging has been opened, the following items are not eligible for change-of-mind returns or refunds:
- Individual brushes and brush sets
- Makeup sponges and other hygienic beauty tools
- Bags, cases, and accessories
- Limited-edition products and collections
- PR boxes and promotional items
Opened products are not eligible for change-of-mind returns or refunds due to hygiene and safety considerations, except where otherwise required by applicable law. This does not affect your rights regarding damaged, defective, or incorrect items.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, or you experience an issue that you believe may indicate a manufacturing defect, please contact us at contact@fataltools.com as soon as reasonably possible.
Damage, missing items, incorrect items, and issues reasonably identifiable upon delivery should be reported within 7 days of delivery. Issues that could not reasonably have been identified within that period should be reported promptly after discovery.
These reporting periods do not limit any mandatory rights or remedies available to you under applicable consumer law.
Evidence & Product Information
Depending on the nature of the issue, we may request:
- Clear photographs and/or video showing the reported issue
- Your order number
- An unboxing video, where available
- Details regarding how the product was used, handled, cleaned, stored, or maintained
- The name or type of cleanser, soap, cosmetic product, or other substance used on the product
- Any additional information reasonably necessary to evaluate the claim
Customers are responsible for providing accurate and complete information regarding the condition, use, cleaning, and care of the product.
Failure to provide information reasonably required to assess the reported issue may prevent us from approving a refund or replacement.
Product Care & Cleaning
Customers are responsible for following the care and cleaning instructions provided by Fatal Tools.
Damage, deterioration, discoloration, residue, deformation, excessive shedding, changes in texture or appearance, or other product changes resulting from improper washing, unsuitable cleansers or chemicals, excessive soaking, improper drying, heat exposure, misuse, or care inconsistent with our published instructions are not considered manufacturing defects.
Where a claim concerns a product that has been washed or cleaned, we may request details of the cleaning method and products used as part of our assessment.
Physical Inspection
Certain concerns cannot be reliably assessed through photographs or video alone.
If we determine that physical inspection is necessary, Fatal Tools may require the affected product to be returned to us before a refund, replacement, or other remedy is approved.
Where appropriate, Fatal Tools may arrange collection of the product through our designated courier. Receiving a product for inspection does not constitute acceptance of the claim or approval of a refund or replacement.
Once received, the product will be inspected to determine, where reasonably possible, whether the reported issue is consistent with a manufacturing defect, transit damage, normal product characteristics, ordinary wear, improper care, contamination, misuse, exposure to unsuitable products or cleaning agents, or another external cause.
Confirmed Defects
If our inspection confirms that the product is defective or otherwise qualifies under this policy, Fatal Tools will provide the applicable remedy, which may include:
- Replacement of the affected item; or
- Refund of the affected item to the original payment method.
Where the claim is confirmed as eligible, Fatal Tools will cover reasonable return shipping costs associated with the approved claim.
Claims Not Confirmed Upon Inspection
If inspection does not identify the reported manufacturing defect, or if the condition of the product is reasonably determined to have resulted from misuse, improper cleaning or care, unsuitable cleaning products or chemicals, contamination, accidental damage, normal wear, or another circumstance not attributable to a manufacturing defect, the claim may be rejected.
A product returned for inspection does not become eligible for a change-of-mind return simply because it has been returned to Fatal Tools. Products that have been opened, used, washed, cleaned, or otherwise handled remain subject to the hygiene restrictions contained in this policy.
In such circumstances, no refund or replacement will be issued unless otherwise required by applicable law.
The customer may request that the inspected product be returned to them. Any shipping, duties, taxes, or other costs associated with returning an ineligible product to the customer will be the customer's responsibility, except where otherwise required by applicable law.
If the customer does not arrange or pay for return delivery within 14 days after being notified of the inspection outcome, the product may be treated as unclaimed and handled in accordance with applicable law.
Examples of Claims Eligible for Review
Eligible issues may include:
- Severely bent or broken bristles
- Cracked or snapped handles
- Misattached or defective ferrules
- Factory assembly defects
- Major deep scratches or dents present upon delivery
- Missing items from a set
- Incorrect brush shapes or mislabeled sets
- Incorrect products received
- Other unusual conditions that may reasonably indicate a manufacturing defect
Natural materials may exhibit reasonable variation between individual products. Characteristics that are inherent to the materials used, have been disclosed in our product information or care instructions, or fall within reasonable manufacturing tolerances are not automatically considered defects.
Shipping & Outer Packaging Damage
Damage to the outer shipping packaging, courier box, mailer, protective shipping materials, or other external packaging caused during transit does not, by itself, qualify an order for a refund, replacement, or return where the products inside remain undamaged and fit for their intended use.
Minor dents, creases, scuffs, tears, compression, markings, or other cosmetic damage to external shipping packaging that may occur during transportation are not considered product defects.
If the shipping package arrives damaged, customers should inspect the contents and contact Fatal Tools promptly if the product itself has also been damaged. We may request photographs of both the external shipping packaging and the affected product as part of our assessment.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
4. Refund Method
Once a claim is approved:
- Refunds go back to the original payment method
- Processing time: 5-10 business days (can vary based on region)
- Shipping fees (if applicable) are non-refundable
You may also choose:
- A replacement for the affected item
If a shipment is returned to us due to failed delivery, refusal, or failure to collect from a designated pickup location, the order will be treated as unclaimed. In such cases, refunds will be issued minus all shipping, handling, and return costs incurred.
5. Lost or Stolen Packages
We ship exclusively through DHL Express.
If DHL marks your package delivered but you haven’t received it:
- File a claim with DHL
- Provide us with the case number
- We will support you with documentation
- Replacements for stolen packages are evaluated case-by-case
6. Order Cancellation
Orders may be cancelled within 24 hours of being placed, provided the order has not already been fulfilled or shipped.
Once the cancellation window has passed, or the order has been fulfilled or shipped, it cannot be cancelled or modified.
7. International Duties & Taxes
Fatal Tools ships worldwide with DHL Express.
Orders above the free shipping threshold qualify for complimentary DHL Express delivery. Orders below this threshold will be charged a flat-rate DHL Express shipping fee at checkout.
All duties and taxes are covered by Fatal Tools for every international order. Customers will not be required to pay additional duties or tax charges upon delivery.
Delivery times may vary depending on destination, customs clearance, and local processing times.
We’re here to help
If you ever have questions about potential fees in your country, or receive an unexpected customs notice, you can always reach out to us. We will gladly assist, clarify, or guide you through the process.
Our goal is to make your entire Fatal Tools ritual from checkout to unboxing as smooth and beautiful as possible.
8. Contact Us
For all return or refund questions:
📧 contact@fataltools.com
We respond within 1–3 business days.