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1. Read the product label
Before purchase and first use, read the product-specific ingredients, intended use, warnings, batch information and expiry or period-after-opening instructions. The applicable product label and approved listing provide the specific directions. If information is missing or inconsistent, contact us before use. Do not use a product past its stated expiry or where its seal, container or contents appear compromised.
2. Use and storage
Use only as directed and for the intended purpose. Keep products away from children and pets and store them according to the label, away from unsuitable heat, sunlight or moisture. Do not share applicators where that could introduce contamination. Personal tolerance differs; follow any label instructions for a patch test. Avoid contact with eyes or broken skin unless the product is specifically intended for that use.
3. Sensitivity and product concerns
Stop using a product if irritation or an unexpected reaction occurs. Seek appropriate medical advice, particularly for a severe or persistent reaction. For a product-quality or safety report, contact care@brooksandoaks.com with the product name, batch number if available, purchase reference and a description of the issue. Share only the personal information needed. A sensitivity report is reviewed on its circumstances and does not waive statutory remedies for unsafe or defective goods.
4. Honest product information
Cosmetic and grooming descriptions are not promises to diagnose, treat or cure a disease. Results and preferences can vary; we do not promise a particular outcome unless an express product claim is supported and stated. Origin, ingredients, certifications and manufacturing details must be read from the relevant product listing and packaging. Brand styling alone is not a certification or statement of origin.
5. Returns and recalls
For a damaged, faulty, leaking or incorrect item, follow Returns, exchanges & refunds. Do not send unsafe goods back without instructions. If a recall or safety notice applies, follow the notice and contact us for the appropriate remedy. The hygiene exclusions for a change-of-mind return do not remove protections for unsafe or defective products.
A question about this policy?
Our customer-care team can help with your order or explain the next step.
Contact customer care