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We want to make sure you're happy with your purchase. To ensure we can best assist, you must report any issues or problems with an order (including but not limited to missing, damaged, defective, wrong item, request for return) no later than 14 calendar days of delivery by emailing firstname.lastname@example.org.
Retain all packaging including shipping labels and outer shipping cartons until you have confirmed your entire purchase has been received in good order.
Orders are considered non-refundable. Cancelling orders may not be possible and requests are handled on a case-by-case basis. We are unable to process cancellations once any part of an order has entered the shipping process (whether or not a shipping confirmation has yet been sent). COLORBERRY, at our sole discretion, may authorize the cancellation of an unshipped order provided we are able to fully process the cancellation before it has entered the shipping process. Should a cancellation be accepted, cancelled orders are reimbursed in the form of a gift card / store credit. All gift cards are issued in EUROs and do expire after 12 months.
For orders that are successfully cancelled, you may request reimbursement to your payment card instead of a gift card, subject to a 10% processing fee.
Returns are completed on a case-by-case basis at the sole discretion of COLORBERRY wherein the product is unopened, unaltered, and in original resellable condition. If a return is granted by COLORBERRY, you are responsible for all freight/shipping costs including any duties and/or taxes that may be applicable. Products shipped back to us without an authorized return are considered forfeited and will not be refunded or credited.
You may choose to have a return credited to a gift card (expire after 12 months) or the original payment method on the order. There is no restocking fee for authorized returns only.
Returns credited to a gift card will be less shipping fees (except in cases wherein the return relates to an order that has not entered the shipping process).
Returns refunded to the original payment method will be less shipping fees and a processing fee of 10% of the product value which includes payment processing fees.
Please note that refusing a package at delivery does not constitute an authorized return. When packages are refused at delivery, the carrier charges additional return shipping fees that you will be responsible for. As shipments are often split into multiple boxes, we will examine refused merchandise when all boxes are safely received at our warehouse and issue a refund for the value of the returned merchandise, less shipping fees (both directions), credit card processing fees, and a 20% restocking fee. Processing of refused packages may take up to 30 business days.
IN-TRANSIT DAMAGE, LOSS, THEFT AND/OR PILFERAGE
Retain all packaging including shipping labels and outer shipping cartons until you have confirmed your entire purchase has been received in good order. We are unable to process claims for damage or missing items if any packaging has been discarded.
For full details please see our Shipping Policy.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
CLAIMS FOR DEFECTIVE ITEMS
COLORBERRY has stringent quality control processes in place to ensure the quality of the products we sell. Due to the nature of our products, results may vary based on individual technique, experience, and skill. Should you believe a product is defective, please contact us at email@example.com to discuss. If we can ascertain that a product is in fact defective, we will offer a replacement or refund at our discretion. In cases where we are unable to determine whether or not a product is defective, if appropriate, we will provide a return shipping label for the product to be sent back to us. Upon receipt, the product will be inspected and quality tested. If we determine, at our sole discretion, that the product is in fact defective, you will be provided with a full refund of the order. If, at our sole discretion, we determine the product to be within quality specifications, you will have the option of a refund less shipping costs (both directions), or to have the product shipped back to you at an additional cost.
EXCEPTIONS / NON-RETURNABLE ITEMS
Sale items, pre-order items, backorder items, lengthened shipping items, and gift cards are final sale, are non-returnable, and are non-refundable.