Refund policy
Last updated: June 23, 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 brushes are hygienic beauty tools, our items are non-returnable once opened, except where required by applicable law, including the EU right of withdrawal.
However, we do offer returns for unopened sets and full support for damaged or defective items.
Please read the full policy below.
1. Returns for Unopened Products
We accept returns only if the product is completely unopened and still in its original sealed state within 14 days in line with Kuwait Consumer Protection Law No. 39/2014.
To qualify:
- All Fatal Tools seal stickers (three per box) must be fully intact, unbroken, and unpeeled.
- The inner brush box must be fully sealed and untouched.
- The product must be unused and in original condition.
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.
- Once the item is returned and inspected, we will refund the product price minus the return shipping cost + (duties & taxes paid)
Inspection:
If any seal is broken, damaged, or tampered with, the return will be rejected for hygiene reasons and no refund will be issued.
EU Right of Withdrawal (European Union Customers)
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery of the last item in your order, without giving any reason.
To exercise your right of withdrawal, contact us at contact@fataltools.com before the 14-day window expires. You can also submit a return or cancellation request directly from your order in your customer account.
Return Shipping: Return shipping costs (including any applicable duties and taxes) are paid by the customer. We will provide the DHL return shipping rate before the return begins. Once approved, a return label will be provided.
Refunds: Once the returned item is received and inspected, we will refund the product price minus return shipping costs within 14 days, back to your original payment method.
Hygiene Exemption: Our brushes and sponges are sealed for hygiene purposes. If the seal has been broken after delivery, the right of withdrawal may not apply to those items. If you are unsure, please contact us at contact@fataltools.com before returning — we're happy to assist.
Cancellations: EU customers may cancel their order at any time before it has been fulfilled. To request a cancellation, contact us at contact@fataltools.com or submit a cancellation request directly from your order in your customer account.
2. Non-Returnable Items (For Hygiene & Safety)
Once the box is opened, the following items cannot be returned or refunded:
- Individual brushes
- Full brush sets (Face Set, Eye Set, Full Set)
- Ritual Droplet Sponges
- Limited Edition collections
- PR boxes, accessories, or packaging inserts
All sales of opened items are final.
EU customers: please refer to the EU Right of Withdrawal section above, which takes precedence.
3. Damaged, Defective, or Incorrect Items
If your order arrives with an issue, we are committed to making it right.
Eligible for free replacement or refund:
✔ Damaged Bristles
- Severely bent or broken
✔ Broken or Defective Handles
- Cracked or snapped handles
- Misattached ferrules
- Factory assembly defects
✔ Severely Scratched Surfaces
- Major deep scratches or dents
✔ Missing Brush or Mislabeled Set
- Missing item from a set
- Set containing the wrong brush shape
✔ Wrong Item Received
- Incorrect product shipped
✔ Lost in Transit (confirmed by DHL)
What we need:
- Clear photos of the issue
- Your order number
- Unboxing video (recommended, greatly speeds up approval)
Contact us within 7 days of delivery at:
📧 contact@fataltools.com
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 only before fulfillment begins.
Once your order has been shipped, it cannot be cancelled or modified. EU customers may cancel before fulfillment. Please refer to the EU Right of Withdrawal section above.
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.