Brik & Pearl® | Ex Import Pty Ltd
Last Updated: 28 October 2026
This Returns & Refunds Policy applies to products purchased from Ex Import Pty Ltd, operating under the Brik & Pearl® brand.
At Brik & Pearl®, we are committed to providing professional lash and brow products that meet our quality standards. We understand that occasionally concerns may arise with a purchase, and our team is here to assist.
This policy outlines our approach to returns, refunds, exchanges and faulty product claims, in accordance with applicable consumer protection laws.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or other applicable consumer protection legislation.
Change of Mind Returns
Ex Import Pty Ltd is not required to provide a refund, exchange or credit for change-of-mind purchases.This includes circumstances where:
You have changed your mind after purchasing.
You have found the product at a lower price elsewhere.You have decided the product is no longer suitable for your needs.
You no longer require or wish to use the product.
You have purchased professional products without the appropriate training or knowledge required for their intended application.
We encourage customers to carefully review product descriptions, professional requirements and usage instructions before completing their purchase.
This section does not affect your statutory consumer rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet applicable consumer guarantees.
Faulty Products and Minor Faults
If you believe your Brik & Pearl® product has a manufacturing defect or is not performing as intended, please contact our customer service team for assistance.
We may request the following information to assess your claim:
Proof of purchase, such as an invoice, order confirmation or receipt.
Product name and batch number, where available.
A description of the issue experienced.
Photographs or video evidence demonstrating the concern.
Relevant information regarding product storage, preparation and application.
Each claim will be reviewed to determine whether the product has a minor or major fault.
Where a product has a minor fault, Ex Import Pty Ltd will provide an appropriate remedy in accordance with applicable consumer laws. This may include repair, replacement or refund, depending on the circumstances.
If a minor fault cannot be resolved within a reasonable time, additional remedies may be available under the Australian Consumer Law.
Major Faults
If a product is found to have a major failure under the Australian Consumer Law, eligible customers are entitled to choose between a refund or replacement in accordance with their statutory rights.
A major failure may include circumstances where a product:
Is unsafe for its intended use.
Is substantially different from its description.
Cannot be used for its intended purpose and cannot be easily remedied within a reasonable time.
Has a serious defect that would have prevented a reasonable consumer from purchasing it had they known about the issue.
Products reported as faulty may be subject to inspection or testing by our team to determine the nature and cause of the concern.
Proof of purchase may be required.
Where a valid major failure is established, Ex Import Pty Ltd will provide the appropriate remedy in accordance with applicable consumer laws.
For further information regarding your rights, please refer to the Australian Competition and Consumer Commission (ACCC):
https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel
Product Returns and Quality Assessment
Brik & Pearl® products undergo quality control and testing processes prior to distribution.
If a product is returned due to a suspected fault, Ex Import Pty Ltd may undertake an assessment to determine whether the product meets its intended specifications and performance standards.
This process may include:
Reviewing the product's condition and packaging.
Checking product batch details and expiry information.
Assessing storage and handling conditions.
Conducting product testing where appropriate.
Documenting the assessment, including photographs or video recordings.
Where testing confirms that the product does not meet applicable quality standards or consumer guarantees, an appropriate remedy will be provided.
Where testing determines that the product is functioning as intended and no consumer guarantee has been breached, a refund or replacement may not be available.
Original packaging is preferred where practical, but it is not a requirement for exercising statutory rights in relation to faulty products.
Return Eligibility and Refund Conditions
For discretionary returns approved by Ex Import Pty Ltd, products may be required to be:
Unused and undamaged.
Returned in their original packaging.
In a condition suitable for resale.
Accompanied by proof of purchase.
These conditions apply to discretionary returns and do not limit any rights relating to faulty goods under applicable consumer laws.
Refunds for purchases made directly through Ex Import Pty Ltd will be processed by Ex Import Pty Ltd.
If your product was purchased through an authorised Brik & Pearl® distributor or another retailer, please contact your original place of purchase in the first instance for assistance with a refund or replacement.
Ex Import Pty Ltd may also assist with product-related enquiries where appropriate.
Shipping and Return Costs
For discretionary returns, original shipping charges are generally non-refundable unless otherwise agreed by Ex Import Pty Ltd.
Where a product is confirmed to be faulty or does not meet applicable consumer guarantees, reasonable return costs will be reimbursed where required by law.
If a returned product is assessed and no fault is identified, reasonable inspection or return costs may apply where permitted by law and where the customer has been informed of those costs in advance.
Any applicable refund will be processed in accordance with the customer's statutory rights and the original purchase circumstances.
Product Storage and Temperature Conditions
Brik & Pearl® products are professional formulations that require appropriate storage and handling to maintain their performance and quality.
Our products are stored in temperature-controlled conditions prior to dispatch, and reasonable care is taken during the packing and shipping process.
Some Brik & Pearl® formulations are sensitive to excessive heat, freezing temperatures or unsuitable storage conditions.
Customers are responsible for following the storage instructions provided on the product packaging and accompanying educational materials.
Where a product has been damaged or compromised due to incorrect storage, mishandling or misuse after delivery, a refund or replacement may not be available.
However, this does not exclude any rights or remedies available under applicable consumer protection legislation, including circumstances where products are supplied in an unacceptable condition.
Damaged, Missing or Incorrect Items
We recommend inspecting your order as soon as it arrives.
If your order contains missing, damaged or incorrect items, please contact our customer service team as soon as possible, preferably within 7 days of receiving your order.
To assist our team, please provide:
Your order number or invoice.
A description of the issue.
Photographs of damaged goods or packaging, where relevant.
Details of any missing or incorrect items.
Our team will review the information and assist with an appropriate resolution.
Claims relating to statutory consumer guarantees will continue to be considered within the timeframes required by applicable law, even if reported outside the recommended 7-day period.
Professional Product Use
Brik & Pearl® products are developed for professional lash and brow treatments and must be used in accordance with the manufacturer's instructions, recommended procedures and relevant professional training.
Ex Import Pty Ltd encourages all professionals to undertake suitable education before using chemical lash lifting or brow lamination products.
Where product concerns arise due to incorrect application, misuse, failure to follow instructions or unsuitable storage conditions, refunds or replacements may not be available unless otherwise required by law.Individual treatment outcomes may vary depending on factors including hair condition, application technique, product selection and adherence to recommended procedures.
International Purchases
Brik & Pearl® products may be available internationally through authorised distributors and retail partners.
Returns and refunds for purchases made through international distributors should generally be directed to the original place of purchase.
Applicable consumer rights may vary depending on the country or region in which the purchase was made.
Nothing in this policy is intended to exclude or restrict mandatory consumer protections that apply in the customer's jurisdiction.
Changes to This Policy
Ex Import Pty Ltd may update this Returns & Refunds Policy from time to time to reflect changes to business practices, product offerings or applicable legal requirements.
Any updates will be published on the Brik & Pearl® website with a revised effective date.
Updates will not reduce any statutory rights that apply to purchases already made.
Contact Us
If you have any questions regarding returns, refunds, product concerns or faulty goods, please contact our customer service team.
Ex Import Pty Ltd / Brik & Pearl®
Email: info@eximport.com.au
Please include your order details and a description of your enquiry so our team can assist you efficiently.
Our Commitment to QualityAt Brik & Pearl®, product quality, professional education and customer confidence are important to everything we do.
We are committed to providing professional products supported by clear guidance and responsive customer service.
If you experience a concern with your purchase, our team is here to help assess the issue and provide an appropriate resolution.