Refund policy

We want you to love everything you buy from The Color. If something isn't right, this policy explains how to cancel an order, return an item and get your money back. It applies to customers buying for their own personal use, and nothing in it takes away your legal rights.

Last updated: 11 October 2026

The short version

• Changed your mind? You have a legal right to cancel within 14 days of receiving your order.
• Unopened products: as well as that, you can ask to return unopened, unused products for up to 30 days after delivery or collection.
• Free returns label: tell us you're returning something and we'll send you a returns postage label free of charge.
• Faulty, damaged or wrong item? We'll put it right and cover the return postage. You're entitled to a full refund if you tell us within 30 days.
• Refunds go back to the payment method you used, within 14 days of us getting the items back (or proof that you've sent them).
• Subscriptions: if you subscribe to a product, you can skip a delivery or cancel at any time from your account.
• These rights apply to everything we sell, including bundles and every subscription delivery. The one exception to the right to cancel is a sealed hair or beauty product that you've unsealed (see "Sealed hair and beauty products" below).

Your right to cancel (14 days)

You can cancel your order within 14 days without giving any reason. The 14 days start the day after you, or someone you've named to receive it (other than the delivery company), receive your order. If your order arrives in more than one parcel, they start the day after the last parcel arrives. For Click & Collect orders, they start the day after you collect. You can also cancel at any time before your order arrives.

How to cancel

Tell us clearly that you want to cancel. Email info@thecolor.uk or write to us at the address below, including your name and order number. You can use the model cancellation form at the end of this policy, but you don't have to. You're in time as long as you send your message before the 14 days run out.

Sending items back

When you tell us you're cancelling, we'll send you a returns postage label free of charge, with instructions on how to send your parcel. Please send the items back no later than 14 days after the day you tell us you're cancelling. The returns address is:

The Color (Returns), 55 Flamborough Road, Bridlington, YO15 2JH

If you'd rather use your own postage, please use a tracked service and keep your proof of postage.

Your refund

We'll refund the price you paid for the items. If you cancel your whole order, we'll also refund the delivery charge you paid. If you chose a delivery option that cost more than our standard delivery, we only refund the cost of standard delivery.

We'll refund you within 14 days of the day we receive the items back or, if earlier, the day you send us proof that you've returned them. If you cancel before we've dispatched your order, we'll refund you within 14 days of the day you tell us. We refund using the same payment method you paid with, unless you agree otherwise, and you won't pay any fee for the refund. We refund what you actually paid for each item.

We'll email you when your return arrives and when we've refunded you.

Condition of returned items

You're welcome to handle items as you would in a shop, for example to look at a brush or check that a styling tool works. If an item has been used or handled more than that and has lost value as a result, we may reduce your refund to reflect that loss in value. For a product that has been opened and used, the reduction can be up to the full price.

Sealed hair and beauty products

For health and hygiene reasons, you can't cancel for a product that was sealed when it was delivered once you've broken that seal. If you think you might want to return something, please don't open it. This doesn't affect your rights if a product is faulty.

Our 30-day returns promise

On top of your legal right to cancel, you can return unopened, unused products in their original packaging. You have 30 days after delivery or collection to ask for a return.

• Email info@thecolor.uk with your order number and the items you'd like to return.
• We'll send you a returns postage label free of charge, with instructions on how to send your parcel to the returns address above.
• We'll email you when your return arrives, and refund the price you paid for the items within 14 days of receiving them. After the 14-day cancellation period has ended, the original delivery charge isn't refunded.

Subscriptions

If you subscribe to a product, we send it to you automatically on the schedule you chose. You can skip a delivery or cancel your subscription at any time. There's no minimum number of deliveries.

How to skip or cancel future deliveries

• Sign in to your account on our website and go to your subscriptions.
• Choose the subscription, then skip the next delivery or cancel the subscription.
• Do this before the date of your next order, and that order won't be placed or charged.
• If you can't sign in, email info@thecolor.uk and we'll help.

If an order has already been placed when you cancel, you can still cancel that order, in the same way as any other order. Email us straight away. If we haven't sent it yet, we'll cancel it and refund you in full. If it's on its way, we'll send you a free returns label so you can send it back.

Your right to cancel a subscription delivery

Each subscription delivery is a separate order, so you can cancel it within 14 days of receiving it, in the same way as any other order (see "Your right to cancel (14 days)" above). To stop future deliveries as well, cancel your subscription as explained above.

Returning a subscription delivery

Every subscription delivery is covered by our 30-day returns promise. You have 30 days after that delivery arrives to ask to return unopened, unused products. We'll refund what you paid for those items in the same way as any other return. Your rights for faulty, damaged or wrong items apply to every delivery too.

Faulty, damaged or wrong items

If something arrives faulty or damaged, or isn't what you ordered, please tell us at info@thecolor.uk as soon as you can, with your order number and a photo if possible. Telling us quickly helps us sort it out, but you don't lose your rights if you tell us later.

By law, the goods we sell must be of satisfactory quality, fit for purpose and as described. If they're not, the Consumer Rights Act 2015 gives you these rights:

• Within 30 days of receiving the item, you can reject it and get a full refund.
• After 30 days, you can ask us to repair or replace it. If that isn't possible, or doesn't fix the problem, you can have a refund or a price reduction. If the fault shows within 6 months of delivery, it's assumed to have been there when you received the item, unless we can show otherwise.
• After 6 months, you may still be entitled to a repair, replacement or refund, but you may need to show the fault was there when you received the item. A refund at this stage may be reduced to reflect the use you've had.
• You can make a claim for up to 6 years after delivery (5 years in Scotland).

For faulty, damaged or incorrect items, we cover the cost of sending them back. Please contact us first and we'll explain how to return them. A refund for a faulty or incorrect item includes the original delivery charge, and we'll make it within 14 days of agreeing that you're entitled to it.

If an item comes with a manufacturer's guarantee, that is in addition to these rights, not instead of them.

Exchanges

We can't swap items directly. The quickest way to get something different is to return the original item for a refund and place a new order.

Questions and complaints

If you have a question about a return, or you're unhappy with how we've handled it, email info@thecolor.uk or call 01262 671167. You can find out more in our Terms of service.

Model cancellation form

(Complete and return this form only if you wish to withdraw from the contract.)

To: THE COLOR (BRIDLINGTON) LIMITED, trading as The Color, 55 Flamborough Road, Bridlington, YO15 2JH. Email: info@thecolor.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Who we are

The Color is the trading name of THE COLOR (BRIDLINGTON) LIMITED, a company registered in England and Wales (company number 05612741). Registered office: 55 Flamborough Road, Bridlington, YO15 2JH. Email: info@thecolor.uk. Phone: 01262 671167.