Our Approach to Returns
We offer a sixty-day return window because we understand that buying hair color online involves a leap of faith. You cannot see the shade under your own lighting, you cannot test the consistency, and you cannot know with certainty how a formula will interact with your particular hair until you try it. A generous return policy is the only honest way to acknowledge that uncertainty and to share its risk.
This policy applies to all purchases made through this website, regardless of destination. The sixty-day period begins on the date the order is delivered, as confirmed by the carrier’s tracking information. If tracking is unavailable, the period begins on the date the order is shipped. We do not require a reason for return. You do not need to explain yourself or justify your decision. If you are within the sixty-day window and the product meets the conditions described below, we will process your return.
Eligibility Conditions
To be eligible for a return, the product must be unused and in its original packaging. “Unused” means the bottle or tube has not been opened, the seal has not been broken, and the product has not been applied to hair or skin. This requirement exists for hygiene and safety reasons. Hair color is a cosmetic product that comes into direct contact with the body, and we cannot resell or redistribute a product that has been opened, even if it appears untouched. The risk of contamination or tampering is simply too high.
If the product arrived damaged, defective, or in a condition that suggests it was not properly handled before reaching you, the unused requirement does not apply. We will accept the return and issue a full refund regardless of whether the packaging has been opened. Photographic evidence of the damage or defect may be requested to help us improve our packaging and quality control processes, but it is not a condition of the refund. Your word is sufficient.
Similarly, if we shipped the wrong item—if the shade you received does not match the shade you ordered—the unused requirement is waived. We will cover the cost of return shipping in such cases, and we will issue a full refund or a replacement, whichever you prefer.
How to Initiate a Return
To start a return, contact us through the Contact page on this website. Include your order number and a brief description of what you would like to return. We will respond with instructions for sending the product back. Please do not ship anything to us before receiving these instructions, as returns sent without prior authorization may be refused or lost in our receiving process.
We do not provide prepaid return labels for discretionary returns—that is, returns where you have simply changed your mind or decided the product is not for you. The cost of return shipping is your responsibility in such cases. This is a necessary trade-off for our free shipping policy and our low prices. We cannot absorb the cost of shipping products to you and back again while maintaining the pricing structure that makes us accessible. If the return is due to our error or a product defect, we will cover return shipping costs.
When packing the return, please include the original packaging and any accessories or documentation that came with the product. We recommend using a trackable shipping method, as we cannot issue a refund for a return that never reaches us. The return is your responsibility until it arrives at our facility and is logged into our system.
Processing Timeline
Once your return arrives at our facility, we will inspect the product to confirm that it meets the eligibility conditions described above. This inspection is typically completed within one to three business days of receipt. If the product qualifies, we will initiate the refund to the original payment method used for the purchase.
The refund itself is processed within five to ten business days of approval. “Processed” means we have submitted the refund instruction to our payment processor. The time it takes for the funds to appear in your account depends on your bank or card issuer, which may add several additional business days. We cannot control or expedite this final step. If more than ten business days have passed since you received our refund confirmation and the funds are still not visible, contact your bank or card issuer before contacting us, as the delay is almost certainly on their end.
Refunds are issued in the same currency as the original purchase. If your payment was made in a currency other than United States Dollars, the refund amount will be converted at the exchange rate in effect at the time of processing, which may differ from the rate at the time of purchase. Any difference caused by exchange rate fluctuation is not refundable by us.
Partial Refunds and Exceptions
In certain circumstances, we may issue a partial refund rather than a full refund. This may occur if the returned product shows signs of use beyond what is necessary to inspect it, if components or packaging are missing, or if the product is returned in a condition that suggests it has been damaged after delivery. In such cases, we will explain the reason for the partial refund and provide you with the opportunity to provide additional information or documentation.
We do not accept returns on products that have been used, unless the return is due to a defect or our error. We do not accept returns after the sixty-day window has closed, except in extraordinary circumstances such as a documented medical issue that prevented you from initiating the return in time. Such exceptions are granted at our sole discretion and are not guaranteed.
Cancellations
Orders may be cancelled before they enter the fulfillment process, which generally means before the shipping confirmation email is sent. If you wish to cancel an order, contact us through the Contact page immediately. If the order has not yet been picked and packed, we can cancel it and issue a full refund. If the order has already entered fulfillment, cancellation may not be possible, and you will need to follow the return process after delivery.
Contact for Refund Questions
All refund-related questions and requests should be directed through the Contact page on this website. Do not send return packages to the address on the shipping label, as that address is not equipped to receive returns. Please allow one to two business days for a response to your inquiry.
