Refund policy

We offer a 30-day return policy. Returns made within the first 30 days after purchase will receive a full refund to the original form of payment.

To be eligible for a return, your item must be a regular-priced product that is unused or lightly used and in its original packaging. You’ll also need your order # or proof of purchase. Please note that sale items are final sale and not eligible for return. Online orders must be returned online and cannot be returned to our salon locations. Similarly, purchases made in our salons cannot be returned online.

To start a return, reach out to our customer service team at hello@cobiabeauty.com. Items sent back to us without first requesting a return will not be accepted. All returns must be dropped off at the carrier for shipment within 14 days of receiving your pre-paid label. If you do not drop off your return within 14 days, your return is no longer eligible and will not be accepted. Your refund or credit will be issued within 10 business days of receiving. Shipping rates paid on original order are not refunded. 

You can always contact us with any questions at hello@cobiabeauty.com.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, clearance items or gift cards. A product/item is considered on sale if it has been marked down or a promotional offer has been used on the order containing that product/item. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. If this is the case, please reach out to us as soon as possible so that we can evaluate the issue and make it right.

Exchanges
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. Exchanges are not valid on sale items. 

Return to Sender

If a Canadian order is shipped to the address provided at checkout and is not deliverable due to incomplete address, or is not picked up by the customer as indicated by the tracking number within the designated number of days as outlined by the courier, the order will be returned to Sender. In this case, the order will be refunded minus any shipping fees paid once it has been received back at our warehouse. If no shipping fees were paid, a set amount of $9.95CAD will be deducted from the refund to cover the additional shipping fees incurred. If the customer wishes to have the package re-shipped, an additional fee of $9.95CAD must be paid by the customer. 

If a United States order is shipped to the address provided at checkout and is not deliverable due to incomplete address, or is not picked up by the customer as indicated by the tracking number within the designated number of days as outlined by the courier, the order will be returned to Sender. In this case, the order will be refunded minus any shipping fees paid once it has been received back at our warehouse. If no shipping fees were paid, a set amount of $9.95USD will be deducted from the refund to cover the additional shipping fees incurred. If any duties were incurred, the total amount of said duties will be deducted from the refund. If the shipping and duties are more than the order value then no refund will be issued. US orders that are returned to Sender will not be re-shipped. 

Refunds
Only returns that have been approved by our customer service team will be eligible for refund. Items sent back without approval will not be refunded nor shipped back to the customer. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Returns on orders within the United States are not covered by COBIA Beauty. All shipping fees and duties must be paid by the customer. If a return is received and duties are incurred, the full amount of the duties will be deducted from the refund amount. If the cost of the duties incurred surpasses the value of the order, no refund will be issued. Customers can choose to add Shipping Insurance to protect their order against damage, loss, or theft during transit. Once purchased, Shipping Insurance is non-refundable. Original shipping costs are not refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancelled Orders
We reserve the right to cancel orders at any time without cause. Orders that are unable to be verified after contacting the customer will be canceled after 5 business days. Customers will receive notification via email of any order changes or cancellations.