Return & Refund Policy

At TheColourWorld, we’re passionate about creating a positive, stress-free shopping experience for our creative community. Every colouring set, brush stroke, and artistic tool we offer is chosen with care to help spark joy, creativity, and inspiration.

However, we understand that sometimes an order might not meet your expectations — whether due to a defect, damage during delivery, or simply a change of mind. That’s why we’ve designed a clear and fair Return & Refund Policy that protects both you (our valued customer) and us (your trusted creative brand).

This policy outlines your rights under U.K. consumer law, how to initiate a return, and how we process refunds and replacements. By purchasing from TheColourWorld, you agree to the terms set out below.

If you have any questions, please reach out to our customer support team at contact@thecolourworld.com before submitting a return.

1. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, U.K. customers have the legal right to cancel their online purchase within 14 days of receiving their order, for any reason.

This right applies to most products purchased on our website, provided they are returned unused, in their original packaging, and in resalable condition.

1.1 Cancellation Period

  • You have 14 calendar days from the day you receive your order to notify us that you wish to cancel.

  • You then have another 14 days to return the item(s) to us.

  • Once we receive and inspect your returned item, we’ll process your refund within 7–10 business days.

1.2 How to Cancel

To exercise your right to cancel:

  1. Email us at contact@thecolourworld.com with your order number, full name, and reason for return.

  2. Wait for our confirmation and return instructions.

  3. Package the items securely and return them via tracked delivery.

We recommend using a tracked courier service, as TheColourWorld cannot be held responsible for returns lost in transit.

2. Eligibility for Returns

To qualify for a return or refund, items must meet the following conditions:

✅ Eligible items must be:

  • Unused and in their original packaging

  • Returned within the 14-day period (from delivery date)

  • Accompanied by proof of purchase (order confirmation or receipt)

❌ Non-returnable items include:

  • Digital downloads or e-gift cards

  • Customised or personalised products

  • Items purchased on final sale or clearance

  • Products showing signs of use, wear, or damage not caused by shipping

If you’re unsure whether your item qualifies for a return, contact us before shipping it back.

3. Damaged, Defective, or Incorrect Items

We take great care to ensure all items leave our warehouse in perfect condition. However, if your order arrives damaged, defective, or incorrect, please notify us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photos showing the damage or defect

  • A brief description of the issue

3.1 Resolution Options

After reviewing your claim, we may:

  • Replace the damaged or defective item at no extra cost, or

  • Issue a partial or full refund, or

  • Offer a store credit voucher

Replacements are subject to stock availability. If a replacement isn’t possible, we’ll issue a full refund.

4. Return Shipping Costs

  • For U.K. customers: If the return is due to our error (e.g., wrong or damaged item), we’ll cover return postage. Otherwise, customers are responsible for return shipping costs.

  • For international customers: All return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.

We recommend using a tracked postal service. Returns lost during transit without tracking cannot be refunded.

5. Refund Processing Time

Once your return is received and inspected:

  1. We’ll send an email confirming receipt of your returned item.

  2. If approved, your refund will be processed within 7–10 business days.

Refunds are issued to the original payment method used during checkout. If you paid via debit/credit card, please allow additional time for your bank or card issuer to complete the refund.

5.1 Refund Deductions

In some cases, a deduction may be applied to your refund to cover:

  • Original shipping costs (if applicable)

  • Customs or import charges (for international orders)

  • Restocking fee (only in cases of significant wear or missing packaging)

We’ll always notify you in advance if any deductions apply.

6. Exchanges

We currently do not offer direct exchanges.
If you wish to replace an item with another product, please:

  1. Return the unwanted item for a refund, and

  2. Place a new order for the preferred product.

This ensures your replacement ships quickly and accurately.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank or PayPal account.

  2. Contact your payment provider — sometimes processing takes additional time.

  3. If you’ve done all of this and still haven’t received your refund, email us at contact@thecolourworld.com and we’ll investigate further.

8. International Returns & Customs

International customers returning items must clearly label their package as “Returned Goods” to avoid import taxes.

If customs fees are charged to TheColourWorld due to mislabelling, the amount will be deducted from your refund.

We also recommend keeping your tracking receipt until your return has been fully processed.

9. Partial Refunds (If Applicable)

In certain situations, only partial refunds may be granted:

  • Items returned after the 14-day window without prior approval

  • Products not in original condition or missing parts

  • Returns showing signs of wear, use, or damage

We always strive to treat every customer fairly, but we also maintain the right to refuse a refund if the return policy has been clearly violated.

10. Sale & Promotional Items

Only regular-priced items are eligible for refunds under this policy.
Sale, clearance, or promotional items (including limited-time discounts) are final sale and cannot be returned unless defective or damaged.

11. Digital Products & Gift Cards

Due to their nature, the following items are non-refundable:

  • Digital downloads, printable templates, or online content

  • Gift cards or e-gift cards

These items are considered “used” once delivered electronically and are therefore exempt from returns under U.K. consumer law.

12. Order Cancellations (Before Dispatch)

If you wish to cancel your order before it ships, please email us immediately at contact@thecolourworld.com with your order number and request.

If your order has not yet been processed, we’ll issue a full refund.
If your order has already been dispatched, you will need to follow our standard return procedure once it arrives.

13. Lost or Undelivered Packages

If your order hasn’t arrived within the estimated delivery time:

  1. Check your tracking link for updates.

  2. Contact the courier directly if available.

  3. If still unresolved after 30 business days (UK) or 45 business days (international), email our team for assistance.

If the courier confirms the package as lost, we’ll issue a replacement or full refund.

TheColourWorld is not responsible for parcels marked as “delivered” by the courier but later reported as stolen or missing.

14. Returns Due to Incorrect Address or Failed Delivery

If your package is returned to us because of:

  • Incorrect or incomplete address, or

  • Failure to collect from the delivery depot

We’ll contact you to arrange redelivery.
You may be charged for additional postage, or you may request a refund (minus original shipping fees).

15. Quality Inspection Process

Every return goes through a quality inspection once received:

  • We confirm product condition and packaging integrity.

  • We verify that all original accessories, tags, or inserts are included.

  • We photograph and log each item to ensure accurate record-keeping.

Once approved, your refund will be processed according to Section 5 above.

16. Return Address

Our returns processing location is based in the United Kingdom.
Full return instructions (including address) will be provided once your request is approved.

Please do not send returns without prior authorisation — unauthorised packages may be delayed or refused.

17. Refund Exceptions

We reserve the right to refuse or reduce a refund if:

  • Items are returned used or damaged beyond reasonable handling

  • Products are missing original packaging or components

  • The return is initiated beyond the policy window

  • Fraudulent activity or repeated abuse of return privileges is suspected

We always handle these matters fairly and with full transparency.

18. Policy Updates

TheColourWorld may update this Return & Refund Policy to reflect operational changes, legal updates, or improvements to our customer experience.
The latest version will always be available on our website.

Significant changes will be communicated to customers via email or on our homepage.

19. Legal Rights

Nothing in this policy affects your statutory rights under U.K. law, including your rights under the Consumer Rights Act 2015.

If an item is found to be faulty within 30 days of receipt, you are entitled to a full refund or replacement.
If the fault develops after 30 days but within a reasonable time, you may still be eligible for repair, replacement, or partial refund.

20. Contact Us

We’re here to help with any return or refund enquiries.

📧 Email: contact@thecolourworld.com
📍 Location: United Kingdom
🕒 Support Hours: Monday – Friday, 9 AM – 6 PM (GMT)

When reaching out, please include:

  • Your order number

  • Photos (if applicable)

  • A clear description of your issue

Our support team aims to respond to all enquiries within 24–48 hours.

At TheColourWorld, we believe in fairness and creativity — not just in art, but in every part of your shopping experience.

Every product we ship is packed with love, and every customer deserves a solution that feels right. Whether it’s a refund, replacement, or just a quick chat with our support team, we’ll make it right.

After all, colour should always bring happiness — never frustration. 🎨✨