Refund Policy - colourpoponlinestore

1. Eligibility for Refunds

• Unused & Unopened Products: You request a refund within 30 days of receiving your order, and the products are returned unused, unopened, and in their original packaging (with seals intact, if applicable). This applies to most ColourPop Cosmetics products, excluding non-returnable items outlined in Section 4.
• Defective or Damaged Products: You receive a product that is defective (e.g., broken, expired, malfunctioning) or damaged during shipping. To qualify, you must notify us within 7 days of receiving the order and provide valid proof (e.g., photos of the product and packaging).
• Incorrect Product Shipped: We accidentally send you the wrong product (e.g., wrong shade, wrong item). You must notify us within 14 days of receiving the order and return the incorrect product in its original condition.
• Order Cancellation: You successfully cancel your order within 1 hour of placement (before the order is processed for shipping). Refunds for canceled orders will be issued immediately upon confirmation of cancellation.

2. Refund Request Process

1. Contact Customer Support: Send an email to support@colourpoponlinestore.com with the subject line "Refund Request - [Your Order Number]". Include the following information in your email: Your full name and contact information (email/phone number linked to your order);
2. Order number (found in your order confirmation email);
3. Reason for the refund (e.g., unused product, defective item, wrong shipment);
4. Relevant proof (e.g., photos of defective/damaged products, photos of original packaging, copy of order confirmation).
5. Receive Return Authorization (RA): Our customer support team will review your request within 24-48 business hours. If your refund is approved, we will send you a Return Authorization (RA) number and detailed return instructions (including the return address, if applicable).
6. Return the Product(s): Ship the product(s) back to us in accordance with the return instructions, ensuring the RA number is clearly marked on the package. For refunds due to our error (e.g., wrong product, defective item), we will provide a prepaid shipping label. For other eligible refunds (e.g., unused products), you are responsible for covering return shipping costs.
7. Product Inspection: Once we receive your returned package (typically within 3-5 business days of delivery to our warehouse), we will inspect the product(s) to verify eligibility (e.g., condition, authenticity, compliance with return terms).
8. Refund Approval & Processing: If the inspection is successful, we will approve your refund and initiate the payment process. We will send you a confirmation email once the refund is processed.

3. Refund Processing Time & Method

• Processing Time: Refunds are typically processed within 5-7 business days after we approve your request (post-inspection). Please note that processing times may be extended during peak seasons (e.g., holidays) or due to unforeseen delays.
• Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal). The time it takes for the refund to appear in your account depends on your payment provider’s policies (usually 3-10 business days).
• Shipping Fees: Shipping fees are non-refundable unless the refund is due to our error (e.g., wrong product, defective item) or the order is canceled within the 1-hour window. For unused product returns, original shipping costs will not be reimbursed.

4. Non-Refundable Items

• Opened or Used Cosmetics: Lip products (e.g., liquid lipstick, lip gloss), eye products (e.g., mascara, eyeliner, eyeshadow that has been swatched), and skincare products that have been applied or opened.
• Limited-Edition Sets: All limited-edition ColourPop sets, bundles, or collabs, unless they are defective upon receipt.
• Free Gifts or Promotional Items: Items received for free as part of a promotion or purchase (unless the main product is eligible for a refund, in which case the free gift must also be returned unused).
• Custom or Personalized Products: Any products that have been customized or personalized to your specific request (e.g., custom-engraved items).

5. Exceptions & Special Cases

• Late Return Requests: Refund requests submitted after the applicable timeframe (30 days for unused products, 7 days for defective items) will not be approved, unless we make an exception at our sole discretion.
• Damaged by Customer: Products damaged due to improper use, mishandling, or accidental damage by the customer are not eligible for a refund.
• Lost or Misplaced Returns: We are not responsible for returned packages that are lost or misplaced during shipping. We recommend using a trackable shipping method for returns and retaining the tracking number for your records.
• International Orders: For international orders, refund eligibility remains the same, but return shipping costs (including customs fees) are the responsibility of the customer (unless the refund is due to our error). Refunds will not include international shipping fees, duties, or taxes paid at the time of purchase.

6. Contact Us