Refund policy

RETURN AND REFUND POLICY — COLOUR CLOSET

Last updated: 23 September 2026

At Colour Closet, we want you to feel confident about your purchase. This policy explains how to request a return, exchange or refund.

It applies to purchases from Colour Closet and should be read alongside our Terms of Service and Shipping Policy. Nothing in this policy limits your mandatory rights under applicable consumer-protection laws.

1. OUR 30-DAY RETURN POLICY

You have 30 calendar days after receiving your item to request a return under our voluntary change-of-mind return policy.

After receiving our return instructions, please dispatch the item within 14 calendar days, unless we agree otherwise. We will not penalise you for a delay caused by us in providing those instructions.

This voluntary return option applies to eligible products and is additional to your statutory rights concerning faulty, damaged, incorrect or misdescribed goods.

1. ELIGIBILITY FOR CHANGE-OF-MIND RETURNS

To qualify for a voluntary change-of-mind return, the item must be:

• Unworn and unused, apart from careful inspection or trying on for size.
• Unwashed, unaltered and free from damage caused after delivery.
• Returned with its original tags, included accessories and original packaging.

Please try on footwear indoors on a clean surface and take reasonable care when inspecting clothing and accessories.

Provide your order number, receipt or other reasonable proof of purchase so we can identify the transaction.

These conditions apply to our voluntary return option. Missing packaging, removed tags or use necessary to discover a fault do not automatically remove statutory rights.

1. HOW TO REQUEST A RETURN

Email cs@colourcloset.com with:

• Your name and order number.
• The item or items you wish to return.
• Whether you are requesting a refund or exchange.
• A brief explanation of any fault or delivery issue, if applicable.

A reason is not required when exercising an applicable statutory right to withdraw without giving a reason.

We will explain the next steps and provide the appropriate return address. Please contact us before sending a parcel, as return destinations may differ depending on the product and fulfilment arrangements.

Do not send returns directly to a brand, vendor or a location listed on our contact page unless we instruct you to do so.

Where appropriate, we will arrange collection or provide a shipping label. Otherwise, we will explain how to arrange return postage. A prepaid label is not automatically included with every return.

Please retain your postage receipt and tracking information. Sending an item without contacting us may delay identification and processing, but does not automatically invalidate a statutory claim.

1. RETURN SHIPPING COSTS

For voluntary change-of-mind returns, including a correctly supplied item that does not fit, you are responsible for return shipping costs unless we agree otherwise.

We will tell you the return destination and explain any charge for a label or collection before you agree to use it. Where a change-of-mind return must be sent internationally, that arrangement and your responsibility for the cost must be disclosed before purchase.

Original outbound delivery charges are not refunded for voluntary change-of-mind returns unless stated otherwise or required by law.

If an item is defective, damaged in transit, incorrect or materially misdescribed, we will bear the necessary return or collection costs where required by law.

Any statutory rules requiring us to refund delivery charges or bear return costs take priority.

1. DAMAGED, FAULTY, INCORRECT OR MISSING ITEMS

Please inspect your order reasonably promptly and contact us if an item is damaged, defective, incorrect, incomplete or materially different from its description.

Include your order number and a description of the problem. Photographs of the item and packaging can help us investigate.

An unboxing video is not a mandatory condition for exercising statutory rights. Failure to report a problem immediately does not automatically remove those rights.

Please retain the item and packaging where reasonably possible until we provide instructions. Avoid further use if it could worsen the damage or create a safety risk.

For a valid claim, we will provide the remedy required by applicable law, which may include repair, replacement, a price reduction or a refund.

Our 30-day voluntary return period does not limit the period during which you may exercise statutory rights.

You should contact Colour Closet directly. Our resolution of your claim will not depend solely on whether a vendor agrees to reimburse us.

1. CUSTOMISED AND OTHER EXCLUDED PRODUCTS

The following may be excluded from our voluntary change-of-mind return option where the exclusion is clearly disclosed before purchase and legally permitted:

• Goods made to your individual measurements or specifications.
• Clearly personalised products, such as items bearing a requested name or inscription.
• Sealed products unsuitable for return for genuine health or hygiene reasons once their seal has been broken.
• Gift cards, where offered and where exclusion is permitted by law.

A standard product does not automatically become personalised merely because it is produced after ordering or selected in a standard size or colour.

Sale items are not automatically excluded. Any “final sale” restriction applies only to our voluntary return option where clearly disclosed before purchase and legally permitted.

No exclusion removes applicable rights concerning defective, damaged, incorrect or misdescribed goods, or an applicable statutory withdrawal right.

1. EXCHANGES

If you would prefer another size, colour or product, contact us to check availability and return eligibility.

An exchange cannot be guaranteed until the replacement item is available and the return has been assessed.

We will explain any price difference or additional shipping cost before you agree to the exchange.

You may instead return an eligible item for a refund and place a separate order. A new purchase is a separate transaction and does not guarantee approval of the original return.

Where an exchange is needed because of a fault or our error, applicable legal requirements concerning costs and remedies take priority.

1. ORDER CANCELLATIONS

To request cancellation, contact cs@colourcloset.com as soon as possible with your order number.

We will make reasonable efforts to stop an order before dispatch. If it has already been dispatched, the relevant return or statutory withdrawal process may apply.

For customised products, changes or cancellation may become restricted after production starts, subject to lawful conditions disclosed before purchase.

Any proposed deduction must be legally permitted, proportionate and explained. We do not automatically retain the entire payment simply because an order is made to order.

If we cannot fulfil an order and a refund is due, we will arrange repayment without undue delay and within applicable legal deadlines.

1. EUROPEAN UNION RIGHT OF WITHDRAWAL

Where applicable EU consumer withdrawal rules govern your purchase, you generally have 14 calendar days after receiving your goods to notify us that you wish to withdraw, without giving a reason, subject to lawful exceptions.

For goods from one order delivered separately, the applicable withdrawal period generally runs from receipt of the last good.

Notify us by sending a clear statement to cs@colourcloset.com. Include your name, order number and the goods concerned. Prior approval is not required to exercise a valid statutory withdrawal right.

You must then send the goods back within 14 calendar days after notifying us.

You are responsible for direct return costs only where legally permitted and where we informed you of that responsibility before purchase.

You may inspect goods as you reasonably would in a shop. Any deduction for diminished value must be legally justified by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Original packaging and attached tags are not absolute conditions for exercising this right.

We will reimburse the payments required by law, including the qualifying standard outbound delivery charge, within 14 calendar days after receiving your withdrawal notice. Where legally permitted, we may withhold reimbursement until we receive the goods or evidence that they have been returned, whichever occurs first.

Additional costs for a premium delivery option beyond our standard delivery charge need not be refunded where the law permits.

Lawful exceptions may apply, including genuinely personalised goods and certain sealed goods unsuitable for return for health or hygiene reasons after unsealing. We will not apply those exceptions more broadly than permitted by law.

1. REFUND INSPECTION AND PROCESSING

We will notify you after receiving and assessing your return, explaining whether a refund is approved and the reason for any refusal or proposed deduction.

For voluntary returns, approved refunds will be issued within 10 business days after approval. We will assess returns without undue delay.

Where the law requires an earlier refund or sets a deadline running from another event, that legal requirement takes priority over our inspection and approval process.

Refunds will normally be issued to the original payment method unless another method is agreed and legally permitted. We will not require store credit where you are entitled to a monetary refund.

Your bank or payment provider may take additional time to display the credit. If you have not received it within 15 business days after approval, contact us so we can investigate. You may contact us sooner if a statutory deadline has passed.

We will not delay a refund solely because we are waiting for reimbursement from a vendor.

1. INSTALMENT PAYMENTS AND INTERNATIONAL CHARGES

Where an instalment provider was used, we will coordinate the refund or payment adjustment with that provider.

Please check with the provider about scheduled instalments while a return is being processed. A return request does not necessarily pause its payment schedule.

We refund the amount due in the original transaction currency. Your bank’s exchange rate may affect the amount displayed in your account.

Import duties or taxes paid directly to customs authorities or a courier may require a separate recovery application. We will provide reasonable supporting documentation where available.

This does not exclude reimbursement of charges for which we are legally responsible.

1. YOUR CONSUMER RIGHTS

This policy provides a voluntary return option alongside your rights under applicable law.

It does not exclude or restrict mandatory rights relating to product quality, defects, delivery, cancellation, refunds or other consumer protections.

Where an applicable legal requirement provides greater protection than this policy, that requirement takes priority.

1. CONTACT US

For return, exchange or refund enquiries:

Colour Closet
Email: cs@colourcloset.com
Phone: +971 58 582 1443
Website: https://colourcloset.com

Please include your order number when contacting us. We will provide the correct return address and instructions for your item.