FAQs

At TBT Cosmetics, we stand behind the effectiveness of our growth serums. If you do not see visible results after 90 days of consistent use, we offer a money-back guarantee on our:

• Multi-Peptide Lash Serum
  
• 2-in-1 Brow + Lash Serum
  

Your satisfaction is our priority, and we are committed to supporting you throughout your growth journey.

Eligibility For Our Money-Back Guarantee

To qualify for a refund or store credit under our guarantee, the following conditions must be met:

• The product must be purchased directly from www.tbtcosmetics.com
  
• The serum must be applied daily as directed for a full 90 consecutive days
  
• A clear before photo must be taken prior to first use with a visible time and date stamp
  
• Before and after photos must be clear, well-lit, and unedited
  
• A usage log noting daily application and any missed days must be provided
  
• The claim must be submitted within 100 days from the original purchase date

Required Documentation

To submit a guarantee claim, the following must be provided:

Before & After Photos

• Clear, well-lit photos taken before starting the serum and after 90 days of consistent use
  
• Photos must include a visible time and date stamp from a mobile device
  
• Photos must show natural lashes and brows only with no makeup, filters, or editing

Usage Log

• A daily log documenting product usage
  
• Any missed application days must be noted
  

How To Submit A Claim

1. Contact Our Team

Email our customer support team with:

• Your order number
  
• Your before and after photos
  
• Your usage log
  
• A brief explanation of your application routine

2. Receive Return Authorisation

Once your claim has been reviewed, our team will provide a Return Authorisation Number (RAN) along with return instructions if your claim is approved for return assessment.

3. Return The Product

• Return the product in its original packaging where possible
  
• Clearly write the Return Authorisation Number (RAN) on the outside of the package
  
• Customers are responsible for return shipping costs
  
• We recommend using a trackable shipping service

4. Inspection & Outcome

Once received, our team will inspect the returned product and documentation. If all eligibility requirements are met, your refund or store credit will be processed.

Conditions Of Refund

• Only products purchased directly from The Brow Technicians website are eligible
  
• Claims must be submitted within 100 days of purchase
  
• Products must have been used consistently for 90 days as directed
  
• Required documentation must be provided
  
• Shipping costs are non-refundable
  

Non-Eligible Claims

The following are not eligible for refund or store credit:

• Products not purchased directly from www.tbtcosmetics.com
  
• Claims submitted after 100 days from purchase
  
• Products without required before and after documentation
  
• Products without proof of consistent use
  
• Gift cards or promotional items

Damaged Or Defective Products

If your product arrives damaged or defective, please contact our customer service team within 7 days of delivery. Once assessed, we will provide a replacement product including shipping costs at no additional charge.

Contact Us

For any questions regarding our Money-Back Guarantee, please contact our customer support team via email.

Thank you for choosing TBT Cosmetics. We look forward to being part of your brow and lash growth journey.

We offer a 90-Day Money-Back Guarantee on our Hair Growth Serum.

To be eligible, you must:

• Take clear before photos prior to starting treatment, including your centre part, both sides of the scalp, and any areas of concern.
• Use the Hair Growth Serum consistently twice daily as directed.
• Complete the full 12-week treatment period.
• Purchase and use the recommended 2–3 bottles required to complete the treatment period.
• Provide before and after photos when submitting your claim with time and date stamps.

Hair growth is a gradual process, and results vary from person to person. For this reason, we require customers to complete the full 12-week treatment protocol before a refund request can be assessed.

How do I submit a guarantee claim?

Simply contact our customer support team within 90 days of your purchase and provide:

• Your order number
• Before photos taken prior to treatment
• After photos taken at the completion of the 12-week treatment
• Confirmation that the serum was used twice daily as directed

Our team will review your submission and respond within 5 business days.

What if I only use one bottle?

The 90-Day Money-Back Guarantee applies only to customers who complete the recommended 12-week treatment protocol. As most customers require 2–3 bottles for the full treatment period, claims cannot be assessed if the recommended usage protocol has not been followed.

When will I see results?

Some customers may notice improvements in as little as 5 weeks. However, optimal results are typically achieved after 12 weeks of consistent morning and night use.

Do results vary?

Yes. Individual results may vary depending on factors such as age, genetics, hormones, health conditions, and consistency of use.

If you need assistance with our eyebrow products, whether it's guidance on choosing the right shade or tips on how to use them effectively, please feel free to reach out to us. You can contact our customer support team via email. Simply provide details about your specific needs or concerns, and we'll ensure that one of our team members assists you promptly. Your satisfaction is important to us, and we're here to help you achieve your desired results.

For international orders, we ship via Australia Post. Delivery times vary based on your location or country, typically ranging from 7 to 28 business days. For precise delivery estimates, please refer to the Australia Post website or email directly.

If you are an existing retail stockist, please click on the 'wholesale' tab, then 'login' using your credentials to access the website. You will be redirected to the wholesale page. If you have forgotten your password, you can reset it. Need further assistance? Email us or phone 0411 708 827 to speak with a team member.

All preorder items may take up to 60 business days to arrive. Please consider this when placing your order. The estimated shipping date for your product can be found when selecting your shade in the shade selection tab. Please note: no refunds are available for preorder items; store credits only for change of mind.

Once an order has been placed, we begin processing it promptly to ensure swift delivery. Unfortunately, we cannot guarantee that changes can be made once this process has started. Please email us with your order details, full name, and order number. We will do our best to accommodate your request if the order has not yet been processed.

Eligibility for Returns: To be eligible for a return, please ensure the following conditions are met:

The product was purchased directly from TBT Cosmetics online store. The return request is initiated within 14 days of the purchase date.

The product is unused, in its original packaging, and in the same condition as received.

Contact Us: Please email us to initiate your return request. Provide your order number and reason for the return.

Once your return request is approved, we will send you instructions on how to return the product.

Packaging: Please securely pack the product in its original packaging or mailing box and include bubble wrap to ensure it remains undamaged during transit.

Shipping: Ship the product to the address provided. We recommend using a trackable shipping service or purchasing shipping insurance for your protection.

Inspection and Refund: Upon receiving the returned product, our team will inspect it to ensure it meets the return eligibility criteria. Once approved, a store credit will be issued to you within 1-2 business days. Please note we do not issue refunds; we only provide store credits.

We aim to dispatch all orders promptly within 1-2 business days from our warehouse. Once your order has been shipped, you will receive an email notification with tracking details to monitor its progress. Please note that during peak periods, promotions or public holidays there may be slight delays in processing times.

We apologise for any inconvenience caused by damaged products. Please email us with a photo of the damaged items, your full name, and order number. We will promptly assist you in replacing the damaged items. Your satisfaction is important to us, and we strive to resolve any issues as quickly as possible.

For hygiene and safety reasons, we do not accept returns or exchanges on products that have been opened or used due to a change of mind, including if you don't like the shade, formula or results.

If your product is unopened and unused, please contact our customer service team within 14 days of receiving your order to discuss your options. Approval is at our discretion.

Promotional offers are treated as a single bundle. To receive a full refund (where eligible), all products included in the promotion must be returned. If part of the bundle has been opened, used or retained, the bundle is no longer eligible for a full refund.