Refund policy

Last updated: September 20, 2026

One-month return window

Contact TWOTONE within one month of delivery to request a return. We accept unopened or lightly used products that are defective, damaged on arrival, the wrong product or shade sent by us, or a shade you ordered but do not like. Lightly used means tried to assess the shade or performance, rather than substantially used up.

How to request a return

Use our website contact form. Include your order number, the product and shade, the delivery date, and the reason for your request. For damaged or defective products, describe the issue; we may request photographs in our reply.

Please contact us before sending anything back. We will confirm eligibility and provide return instructions. Do not send a return to an address found elsewhere on the site without our confirmation.

Damaged, defective, or incorrectly sent products

If your return is approved because the product arrived damaged, is defective, or we sent the wrong item or shade, TWOTONE covers any required return shipping. You may choose a refund or a replacement, subject to replacement availability. If a replacement is unavailable, we will offer a refund.

Do not use broken, leaking, or visibly damaged bottles. Keep the packaging if safe, and do not mail these bottles back without our instructions. We may resolve the issue without requiring a physical return.

A shade you chose but do not like

You may request a return of an unopened or lightly used bottle within the same one-month window. You pay the return shipping cost. Once approved and received, we refund the amount paid for the returned product. Original outbound shipping charges are not refundable for a shade-preference return. There is no restocking fee.

Refunds and replacements

Refunds are issued to the original payment method within 10 business days after we receive and inspect an approved return, or approve a refund without a return. Your bank or payment provider may take additional time to post the refund. We will confirm replacement arrangements with you through your support request.

For damaged, defective, or incorrectly sent products, we also refund any outbound shipping charge attributable to the affected items when a refund is chosen. If the entire order is affected, this includes the full original shipping charge.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. We will help where possible before dispatch; changes cannot be guaranteed once the order has shipped.

This policy does not limit any rights you have under applicable consumer law. For shipping costs and timing, see our Shipping policy.