Refund & Returns Policy

Thank you for shopping with Colorcity! We want you to love every item you purchase, and we’re here to help if something isn’t right. Please read our Refund & Returns Policy carefully before placing an order.

1. Returns for Damaged or Faulty Items Only

Due to the nature of beauty, skincare, and personal use products, we do not accept returns or refunds for change of mind, including dissatisfaction with a product, scent, shade, texture, or general preference.

We only accept returns or refunds if:

  • The item arrives damaged,
  • The item is faulty or defective, or
  • You received the wrong item.

If any of these apply, please contact us within 14 days of receiving your order.

To lodge a claim, please email info@colorcity.com.au with:

  • Your order number
  • Clear photos of the damaged or faulty item(s)
  • A brief description of the issue

Claims submitted after 14 days may not be eligible for return, refund, or replacement.

2. How to Request a Refund or Replacement

  1. Email info@colorcity.com.au with evidence and details of the issue.
  2. Our customer service team will assess your claim and let you know if it has been approved.
  3. If approved, we will either:

Arrange a replacement, or

Issue a refund to your original payment method
once the item is returned to us (if requested).

3. Refund Processing Time

Once your refund is approved and processed, please allow additional time for your bank or payment provider to post the refund to your account. This may take several business days depending on your financial institution.

If you haven’t received your refund after 10 business days from approval, please contact us.

4. Items Not Eligible for Return or Refund

We cannot accept returns or provide refunds for:

  • Change of mind
  • Incorrect selection (shade, type, variant, etc.)
  • Items that have been opened, tested, or used
  • Items without original packaging
  • Free gifts, promotional items, or samples
  • Sale or clearance items (unless damaged or faulty)
  • Claims made more than 14 days after delivery

For hygiene and safety reasons, once a product has been opened, we cannot resell or restock it — therefore it cannot be returned unless defective.

5. Return Shipping Costs

  • If the product is confirmed to be damaged or faulty, Colorcity will cover the return shipping cost or provide a prepaid return label.
  • If the return is not approved or does not meet our conditions, shipping costs will not be reimbursed.

6. Inspect Your Order Upon Arrival

Please check your items as soon as your order arrives.
If you notice any damage, leakage, broken seals, or missing items, retain all packaging, take clear photos, and notify us immediately at info@colorcity.com.au.

Failure to provide photos or proof may delay or prevent approval of your claim.

7. Contact Us

If you have any questions about returns, refunds, or product issues, we’re here to help:

📧 Email: info@colorcity.com.au

Our team will respond within 1–2 business days.

Thank You for Shopping with Colorcity

We appreciate your support and hope you enjoy your Colorcity experience. If there’s anything we can do to improve, please let us know — we’re always here to help! 💖