Refund & Returns Policy

This policy also appears in our checkout Return and refund policy.

Change-of-mind returns

You may request a return within 30 days after receiving your order. Beauty and personal-care products must be unopened and unused, with any seals intact and in their original packaging. Other eligible items must be unused, in their original condition and packaging, with any tags attached. A receipt or proof of purchase is required.

For change-of-mind returns, you are responsible for arranging and paying for return postage. Opened or used beauty products, sale items, gift cards, perishable goods, custom or personalised products, and hazardous materials are excluded from this voluntary return offer. These conditions do not limit your rights when a product has a problem under the Australian Consumer Law.

How to request a return

Email admin@colorcity.com.au with your order number and the reason for your request. We will provide return instructions and the appropriate return address. Please contact us before sending a parcel. COLORCITY operates online only and does not accept in-person returns at the former store.

Faulty, damaged or incorrectly described items

Please contact us if an item is faulty, damaged, not as described, or incorrect, so we can assess the issue and provide the remedy required by the Australian Consumer Law. Our voluntary change-of-mind conditions do not limit your statutory rights. Sale pricing, opened packaging, or expiry of the voluntary 30-day period does not by itself remove those rights. Reasonable return costs will be reimbursed if a product problem is confirmed.

Exchanges

If you would like a different item, contact us to arrange an eligible return. Once your return is accepted, you can make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be refunded to your original payment method within 10 business days. Your bank or payment provider may need additional processing time.

If more than 15 business days have passed since your refund was approved, please contact admin@colorcity.com.au.