Refund policy

 

We want you to have time to truly test your colours.
Sometimes, our best colours aren’t our favourites at first — they can surprise us. But when we give them a chance, they make us shine.

That’s why we accept returns only after 30 days from the day you receive your results via email. This gives you time to live with your palette and see how it works in your real life.

If after those 30 days you still don’t feel aligned with your colours, you can request a return anytime between 30 and 90 days after receiving your results.

Returns

We accept refund requests between 30 and 90 days after receiving your results. To be eligible for a refund:

  • You must return your physical Colour Compass sticker(s) in good condition

  • Your Colour Profile Report will be deleted, and access to any digital files will be revoked

  • You must request your refund before sending anything back

To start a return, contact us at raquelrojo@yourcolourcompass.com. We’ll share the return shipping address and next steps. Items sent back to us without first requesting a return will not be accepted.

Please note: if you have already downloaded or saved your digital materials (such as the Colour Compass PDF or Colour Card PDF), we ask that you delete them as part of the refund process. While we can’t remove files from your devices, we trust our clients to act with integrity.

Important: If your purchase requires a photo and you do not upload one, your order will remain incomplete—and is not eligible for a refund. We provide clear instructions and reminders. Failing to submit a required photo means we are unable to deliver your personalised results.

Damages or Issues

If your order arrives damaged or incorrect, please contact us immediately at raquelrojo@yourcolourcompass.com so we can resolve the issue.

Exceptions & Non-Returnable Items

The following items are non-refundable and non-returnable:

  • Colour Compass sticker reorders (physical stickers without a Colour Profile Report)

  • Upgrades between bundles (e.g., Essential to Core, Core to Premium, Essential to Premium)

  • Gift cards

  • Orders without a required photo submission

  • Downloaded or distributed digital materials

Only the original purchaser may request a refund. If the product was received as a gift, we cannot process a return on the recipient’s behalf.

Refunds

Once your return is received and approved:

  • Access to your Colour Profile Report and digital downloads will be revoked

  • A full refund will be issued to your original payment method within 10 business days

Please note it may take your bank or credit card provider additional time to process and post the refund.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please email us at raquelrojo@yourcolourcompass.com.