Refund policy

3. REFUND / RETURN POLICY {#refund-policy}

Effective date: May 4, 2026

We want you to love your Hue & Go palette. If something’s off, here’s how returns and refunds work.

30-day return window

You have 30 days from the date your order is delivered to request a return. After 30 days, we are unable to offer a refund or exchange.

What can be returned

To be eligible, the item must be:

  • Unused, in its original packaging, with all components included (palette, brush, accessories).
  • In resellable condition.

We cannot accept returns of:

  • Used or partially used palettes (for hygiene and quality reasons).
  • Items damaged by the customer.
  • Sale or clearance items marked “final sale” at the time of purchase.
  • Gift cards.

How to start a return

  1. Email contact@hue-and-go.com with your order number and the reason for the return.
  2. We will reply within 2 business days with return instructions and a return shipping address.
  3. Pack the item securely and ship it back using a trackable method.

Customers are responsible for return shipping costs, except in cases of damaged or incorrect items (see below).

Damaged, defective, or wrong items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the issue and the packaging. We will cover return shipping (if needed) and send a free replacement, or issue a full refund — your choice.

Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank, the credit may take additional time to appear on your statement.

Original shipping fees are non-refundable, except in cases of damaged, defective, or incorrect items.

Exchanges

We do not offer direct exchanges. If you want a different product, return the original for a refund and place a new order.

Cancellations

You can cancel an order before it ships by emailing contact@hue-and-go.com as soon as possible. Once an order has shipped, it must go through the standard return process.

Lost or stolen packages

Once a package is marked “delivered” by the carrier, responsibility transfers to the customer. If your tracking shows delivered but you did not receive it, contact your local carrier and email us — we will help you investigate, but we cannot guarantee a refund or replacement for confirmed-delivered packages.

Contact

Urbinn Ecom LLC contact@hue-and-go.com