At Colorescience, we take great pride in our reputation for quality and customer satisfaction. But we get it, not everyone loves every product they try. That’s why, if for any reason, you are not completely satisfied with your purchase, we will gladly accept returns on eligible items within 30 days* of order shipment.
*Return period extended to 45 days of order shipment for orders placed during The Black Friday Event.
Love the product but the shade just isn’t quite right? We’ve all been there. Sounds like you need an exchange. While subject to availability, we’ll do our best to find you an adequate swap. And, if we can’t, we’ll circle back to a return.
Didn’t purchase directly from colorescience.com? That’s okay. While we unfortunately cannot accept the return ourselves, our authorized retailers and skin health professional partners do accept returns via their own websites/offices. We recommend reviewing their policies and contacting their respective customer service teams given the contact method provided on their website.
How to Return or Exchange:
To initiate a general return or exchange, please contact us at concierge@colorescience.com including your full name, order number, email associated with the order, and which product(s) you’d like to return or exchange.
All return requests must be approved by Colorescience Concierge prior to shipping the products back. Once approved, your returned package must include the provided Colorescience shipping label on the return package. Once complete, you can drop off your return or exchange package in your outgoing mailbox or at your nearest post office.
- Please do not address “Return to sender.” We would hate for your return to get lost, and you may incur a $15 fee that will be subtracted from your refund.
- Refunds for items returned within 30 days of the shipment date will be refunded to the original form of payment, minus any shipping costs if applicable.
How long does it take to process a return:
Please note, we have a small but mighty team here at Colorescience and are working hard to get your order to you as soon as possible. Once your shipment has been received, it can take up to 5-8 business days to process a return or exchange.
Returns will be refunded to the original payment method. Please allow up to two billing cycles for a refund to appear on your credit card statement.
Adverse skin reaction?
We are so sorry to hear that. While we strive to make products suited for all, we understand everyone’s skin responds differently. If you have experienced an adverse reaction, please note that our team may require extra processing time for your request and kindly ask that you complete a data collection form to ensure compliance with regulatory requirements.
- If you would like to proceed with a return due to adverse reaction, please contact concierge@colorescience.com for the necessary data collection form before returning your products.
- No adverse reaction returns can be processed without the completion of this form. All adverse reaction refunds are subject to Colorescience’s discretion.
PLEASE KEEP IN MIND:
- All refunds will be issued back to the original form of payment. If we are not able to refund back to the original form of payment, you will be issued a Colorescience online credit in the amount of the total refund to be used on any webstore purchase.
- If you choose to do an exchange, that’s great! Please note though, that the replacement item will be considered final sale upon receipt.
- Any items marked “final sale” at the time of purchase cannot be returned or exchanged.
- Free gifts: All parts, pieces, promotional items, or gifts with purchase must be returned if your return puts your purchase below the original gift threshold.
- Did you fall in love with your gift? We’re not surprised! No need to part ways, but please be advised that if you choose to keep any promotional items or gifts despite your return putting your purchase below the original threshold to receive the item, we do reserve the right to subtract the full retail value of the item from your refund.
- For full details on a specific gift with purchase or promotional item terms, please contact our Concierge team who can provide the full policy.
- Our pre-kitted Sunforgettable® Brush-On Shield SPF 50 Multipacks, containing 3 brushes of a single shade, are not eligible for customization.
- If you purchased a pre-kitted Multipack, it can only be exchanged for another pre-kitted Multipack.
- If you’ve purchased a Sunforgettable® Brush-On Shield Custom Trio, you may be eligible to exchange the individual brushes for alternative shades, at the discretion of our Concierge team.
- We hope you love your order right away, but we understand that testing if a product is right for you can take time. This is why we recommend keeping the original packaging and giving yourself ample time to test each product before making a conclusion. If in the end, you don't feel the product is right for you, that's alright. Please send back the gently used product with the original packaging for a refund or exchange within 30 days of shipment.
- We will process one return per order, meaning that if your order contains more than one item and you wish to return or exchange more than one item, they must be processed together.
- We accept up to three individual returns or exchanges in a 365-day period. After three returns or exchanges, you may make another once 365 days have passed.
- If you return an item, any Lasting Beauty Rewards points earned on the purchase of that item will be deducted from your account.
- We reserve the right to refuse or deny any return requests or refunds at any time based on policy or program abuse. We may also change or update this return policy at any time.
DAMAGED ITEMS
Accidents happen. No worries.
Once your order arrives, please examine it for any damage that may have occurred during shipping. If a product has been broken or damaged during shipping, we sincerely apologize. You may begin a return or exchange for the damaged item(s) by contacting concierge@colorescience.com for further instruction within 14 days of the order date.
- Pictures of the damaged items will be needed to proceed with a return/exchange.
Received the wrong product?
If you have received the wrong product, our apologies. Please contact us immediately so we can reship you the correct item. We kindly ask that you do not throw away or destroy any part of the packaging, box, or products, as they are necessary to process a return or exchange. Items must be returned to Colorescience within 14 days of order shipment.
DEFECTIVE ITEMS
Quality is our specialty. Once you receive your items, we ask that you please check all items are functioning properly. If any item is defective, contact us immediately at concierge@colorescience.com for further assistance — we will be happy to help.
We reserve the right to refuse or deny a return or exchange for a product that was purchased more than 14 days in the past.
- Please note, we require photos of damaged or defective items for insurance purposes. This allows our shipping and product partners to better serve you in the future.
If your product suffers from a nonfunctional pump, we may request additional information as it may just need a bit of priming to get going. We would hate for you to have to wait for a replacement when the item you have just needed a second chance.
Are you having trouble with activating one of your products? Check out our FAQ page for tips to prime and activate.
REFUSED/UNDELIVERED OR LOST ITEMS
When your order arrives, please accept the package, and inspect all items inside. We cannot make a return based on a refusal of an order upon delivery, but we can process a return refund for you if you send the items back.
- If your package is refused or undeliverable at the time of delivery or marked return to sender, an undeliverable package fee of $15 will be incurred. Please double-check your shipping address before you place an order to avoid incurring this fee.
Did your products not get to you?
If your order failed to be delivered, we apologize. Please contact concierge@colorescience.com directly to proceed.
- Please note, we cannot process a refund for a failure to deliver, only a single replacement shipment can be provided at Colorescience's discretion.
CHANGE OF ADDRESS AFTER SHIPMENT
Every order on Colorescience.com is started within minutes of placement so that your order can arrive to you as soon as possible. While this is great, we are unable to change the shipping address once orders are submitted.
- Misaddressed packages are often lost in transit and, unfortunately, are not eligible for a refund.
- If a package cannot be delivered due to an incorrect address, it may be returned to Colorescience as undeliverable and a $15 return to sender fee will be assessed.
- Please ensure your shipping address is correct before placing your order. We have implemented address validation in our checkout to help prevent this issue - but it’s always best to double-check before confirming.
ELIGIBLE ITEMS FOR RETURN
- Items purchased within the 30 days from shipment return window that were not listed as “final sale” at the time of purchase.
NON-RETURNABLE ITEMS
- Discontinued items
- Final sale items
- Hydrating cleansing cloths
- Brush wipes
- Mascara
- Items listed on the sale page at time of purchase
- Gift Cards
- Special-order items, including discontinued item orders placed directly through Concierge, are considered final sale and non-returnable.
CANCELING/MODIFYING ORDERS
To ensure that orders get to our customers as quickly as possible, our system begins processing orders as soon as they are placed.
- As a result, orders cannot be canceled/modified after they have been placed. In some cases, if you contact us immediately (during business hours), we may be able to cancel/modify an order but cannot guarantee so and Colorescience is not responsible for lack of cancellation.
- If we are unable to cancel/modify your order, we will provide you with instructions for returning your order and receiving a full refund upon receipt.
PRICE ADJUSTMENTS
If you purchased an item at regular price within the last 14 days and that item has since been further reduced due to a sale or promotion, you are eligible for a price adjustment.
- Please note, we do not adjust prices or price match any special promotions or sale prices from other retailers.
SUBSCRIPTIONS
We appreciate your dedication to better skin by ensuring you never run low on your favorites!
Please note, by signing up for the Colorescience subscription program, you authorize us to charge the credit card you've saved on file and ship the product to you at the frequency you have selected (45, 60, 90 or 120 days).
- It is your responsibility to manage shipments, update shipping addresses and cancel scheduled shipments ahead of time, before they are sent out, if they are not wanted.
- Any returns processed on subscription renewal orders will be subject to a restocking fee of 15% of the purchase price.