Returns & Exchanges

Returns and Exchanges Policy (Ts and Cs)

General

We encourage you to fully inspect the item(s) of your order when they are delivered to ensure the order and the item(s) meet your expectations. Please carefully read and follow all instructions that come with our products. For example, any documents that help you use our products.For all returns and/or exchanges, we require the item(s) to be unused and in their original packaging. Please make sure the products are in protective packaging as we are not responsible for any damage in transit.

Warranties on any of our products will be invalid if any person who is not suitably qualified has opened, tampered with or altered the products contrary to the instructions. This also applies to products found to be unsuitable. It may be fraud to damage products deliberately to claim a refund.

Products purchased in a retail store cannot be returned via www.colorcafe.com and need to be handled within the retailer’s return policies. Only products purchased on www.colorcafe.com will be considered for a refund or exchange.

Please note that products purchased online at www.colorcafe.com cannot be returned via a retail store and needs to be handled within the online return policies. Only products purchased on www.colorcafe.com will be considered for a refund or exchange.

If a coupon, voucher or discount code was used for your purchase of any item(s) you would like to return or exchange, where the coupon, voucher or discount code either provided a percentage discount or fixed amount discount towards the purchase amount of the item(s), the total value of the discount will be deducted from the amount refunded or used to exchange the item(s) – i.e. we will only refund or exchange to the total value of the actual amount paid in by you. However, we will reissue you with a discount code or gift voucher to the same fixed or percentage value, and may, at our sole discretion, impose any restrictions to the coupon code or gift voucher (e.g. its use may be restricted from purchases of goods on sale or price promotion).

If the item(s) were received as a gift, you may only exchange them for other item(s) to the same value. No refunds will be allowed for items received as gifts where a copy of the invoice is not available.

In the event the goods received are not in their original condition or an unreasonable amount of the product has been used, we reserve the right to not agree on an exchange or refund, and one of our Customer Service consultants will contact you to notify you of any alternative process we may agree upon.

If goods need to be returned from a different location than the shipping address to which the order was delivered, please indicate so when completing the return form.

Damages or Faults

We only accept returns if we are notified within 10 (ten) business days (2 weeks) of the date on which the order was delivered.

In the unlikely event that the physical product is delivered to you in a damaged or faulty condition, we will arrange for a replacement of the same or similar items (where stock is available) and the associated collection and exchange through our courier partners. This may take place between 3 (three) – 10 (ten) business days after the return or exchange has been confirmed by a Color Café Customer Service consultant in writing, typically via email.

In the event of your item(s) being damaged or faulty, you will be required to send us a clear photo showing the damage or fault, using the Returns & Exchanges form provided on this page.

We will not refund or exchange any item(s) where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer’s instructions; using it in an abnormal way; or failure to take reasonable care.

Warranties on any of our products will be invalid if any person who is not suitably qualified has opened, tampered with or altered the products contrary to the instructions. This also applies to products found to be unsuitable. It may be fraud to damage products deliberately to claim a refund.

Opting for a Return, Exchange or Refund

We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 14 (fourteen) business days of our notification. If the products were returned outside the seven day cooling-off period, or our technician reports that the products were misused, were of good quality, were not provided to you for a specific purpose or were suitable for that purpose, then we will not replace or refund the products.

Should you not have a valid claim, we may refuse to replace products, or refuse to pay a refund.

If you choose for us to replace the products or we decide to do so ourselves, we will contact you as soon as reasonably possible to organise the necessary steps to repair or replace the products.

When processing a return or exchange, you have several options to best suit your requirements. These include:

Full Payment Refund

Once authorised for a return, if you opt for a Full Payment Refund, we will repay you the total value of the item(s) returned, less any delivery fees. The payment will only be made back into the same bank/card account used to make the original purchase through Color Café. This option is not available for gift exchanges. Where a Full Payment Refund has been authorised, we will make payment into the respective account with the applicable funds within ten (10) to 14 (fourteen) business days of the authorisation provided that you have returned the goods to us in their original condition within our stipulated timeframe of ten (10) business days.

Exchange

Once authorised for an exchange, we will send you a replacement of the same or similar item(s). Where the original item(s) may not be available, due to them being discontinued or out of stock, we will replace them with similar item(s). In this instance, we will communicate the details of the “similar” item(s) to be exchanged in advance, requiring your approval beforehand. Where there is a price difference between the two items (original and replacement), you may be liable for the difference in price and will be required to make a payment (via EFT into our bank account) before delivery of the replacement item(s) are delivered.

Charges

If a return or exchange is due to a change of mind or incorrect product ordered (i.e. not as a result of any error or liability on the part of Color Café), the cost of delivery will be for your account and will be deducted from the refund payment, exchange or replacement allocated to you, and against the original purchase price of the item(s) you are returning or exchanging.

Any delivery charges will not be for your account where the reason for the return is due to damages or faults, or in the unlikely event that we have sent you the incorrect product.

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