Return & Refund Policy
We want you to be satisfied with your Color & Soin purchase. Please review the following policy before requesting a return.
Returns
You may request a return within 30 calendar days of delivery.
To qualify for a return, the product must be:
- Unused and unopened
- In its original packaging
- In resalable condition
- Accompanied by your order number or proof of purchase
For health, hygiene and safety reasons, we cannot accept returns of opened or used hair colour, shampoo, conditioner, hair masks or other personal-care products unless the product is defective or was damaged during delivery.
Products marked Final Sale are not eligible for return.
How to Request a Return
Before sending anything back, please contact us through our Contact Us page and provide:
- Your name
- Order number
- The product you wish to return
- The reason for the return
We will review your request and provide return instructions and the appropriate return address. Please do not return products without receiving authorization from us first.
Return Shipping
If you are returning a product because you changed your mind or ordered the wrong product, you are responsible for the return shipping cost.
If we sent you an incorrect product, or if the product arrived damaged or defective, we will cover the return or replacement cost.
We recommend using a trackable shipping service. We cannot be responsible for returned packages that are lost or damaged during transit.
No restocking fee is charged for eligible returns.
Damaged, Defective or Incorrect Products
Please inspect your order when it arrives. If an item is damaged, defective or incorrect, contact us within 7 calendar days of delivery.
Please include your order number and clear photographs of the product and shipping package. Once reviewed, we will arrange a replacement or refund, as appropriate.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return is due to our error or the product arrived damaged or defective.
Hair-Colour Results and Sensitivities
Hair-colour results may vary depending on your original hair colour, previous colouring treatments, percentage of grey hair, hair condition and application method.
We cannot offer a refund for an opened or used product because the selected shade did not produce the expected result or because of personal preference.
Always read and follow the enclosed instructions and complete the recommended allergy-alert test before every application. If you experience an adverse reaction, discontinue use and seek medical advice when appropriate.
Exchanges
We do not process direct exchanges. If you would like a different eligible product, please return the original unopened product and place a new order.
Order Cancellations
If you need to cancel an order, contact us as soon as possible. We will try to accommodate your request, but orders that have already been processed or shipped cannot be cancelled.
Contact Us
If you have questions about a return or refund, please contact us through the Contact Us page on our website.
This policy applies only to purchases made directly through colorandsoin.ca. Products purchased from another retailer must be returned according to that retailer’s return policy.