Refund policy

Returns & Refund policy:


We want you to feel confident and supported when shopping with YesColours, so here’s everything you need to know about making a return.

Changed your mind?

You have the right to cancel all or part of your order within 14 days of delivery. Please note that if your order has already been dispatched, it cannot be cancelled and would need to be returned for a refund instead.

We’re unable to accept returns on the following:

  • Gift cards

  • Swatches, Designer Fandecks & Keyrings

  • Sample pots 

  • Items that have been used or where packaging has been removed

  • Bespoke or custom orders

How to Make a Return

To initiate a return, simply email us at hello@yescolours.com with your order number and details of the products you'd like to return.

To be eligible for a return:

  • Items must be unused and in their original packaging and condition

  • The order number must be included inside the return parcel

Once your return request is approved, we’ll send you full instructions for returning the item. Please note: unauthorised returns will not be accepted.

We kindly ask that you repackage your item securely using the original protective packaging and ensure it reaches us within 14 working days of delivery.

Refunds

Once your return is received and inspected, we’ll issue a refund to your original payment method within 3-5 working days, provided the item is in resalable condition.

Please note: A £4.00 restocking fee will be deducted from your refund amount.

Replacement items sent as part of a resolution (e.g. for damages, errors or delays) cannot be returned in exchange for a refund or alternative products. 

Please allow a few additional days for your bank or card provider to process the refund.

Damages or Order Issues

Please inspect your order upon delivery and contact us straight away at hello@yescolours.com if your item is defective, damaged, or incorrect. We’ll investigate and put things right as quickly as possible.

Exchanges

If you'd like to swap your item, the quickest way is to return the original for a refund and place a new order for the product you need.

Important Notes on Refunds

We reserve the right to withhold refunds or cancel future orders if we suspect fraudulent activity, including (but not limited to):

  • Claims of undelivered orders where tracking shows otherwise

  • Returns of used or damaged items

  • Returned items that don’t match the original order

If you believe a decision has been made in error, please get in touch and we’ll be happy to discuss it further.

Returns due to unpaid customs fees

If the order is returned to us due to non-payment of the clearance fees, we will of course refund the value of the products. However, shipping charges will not be refundable, and any costs incurred for the return of the parcel will also be deducted from the final refund.

Returns due to refused, unclaimed or incorrectly addresses parcels

If an order is returned to us due to any of the following reasons, shipping costs will not be refunded, and any return fees incurred will be deducted from your product refund:

  • The order was refused at delivery or not accepted.

  • An incorrect or incomplete address was entered at checkout.

  • The parcel was redirected to a collection point and was not collected within the holding period.

In these cases, we are only able to refund the cost of the products once they are returned to us in resalable condition. Unfortunately, shipping fees are non-refundable as these costs are paid directly to the courier service.

Discount Codes

Discount codes are valid for online orders only and must be applied at checkout.

Discount codes cannot be submitted or applied after an order has been processed.

Codes are not valid in conjunction with other discount codes or offers unless otherwise stated. Each discount code entitles you, at the time of ordering, to a saving on a new order placed via our website and cannot be used on previous purchases.

Some codes may be valid only on specific products, while stocks last, and we reserve the right to withdraw them at any time. Only one code per order is permitted unless otherwise noted.

In the event of a return:

  • Refunds will reflect the original discounted price paid

  • Replacement items can not be returned back to YesColours in exchange for a refund or exchange.

  • If the promotion is still live, you're welcome to place a new order using the original code

We may update these Terms and Conditions from time to time. If you have any questions at all, we’re always happy to help, just email us at hello@yescolours.com.