№ 01
Full refund
Your photograph cannot be read.
If your selfie has a colour cast, multiple faces, low resolution, or anything else that prevents a clean reading, we email you within 12 hours and refund the full amount within 24. No questions, no card retained, no upload credit consumed. The Stripe refund typically lands on your statement within 5–10 business days depending on your bank.
№ 02
One free re-run
You disagree with your season.
Personal color analysis is judgement-based and reasonable readers can disagree. If your report doesn’t feel right, reply to your delivery email with a fresh portrait and we’ll re-analyse it at no extra charge. We do not refund completed reports — but every customer is entitled to one free re-run with a new photograph.
№ 03
Partial credit
Identity preservation falls short on portrait studies.
The portrait studies in your report aim to keep your face, hair, and pose recognisably yours. If our quality check fails — i.e., the generated portraits don’t look like you — we deliver the rest of the report and credit 25% of your order back to your card automatically.
How to request
Reply to your “your analysis is ready” email, or write to hello@huecolor.co with the email used for the order. State which of the three outcomes applies. We respond within 12 hours.
What we don’t refund
Completed reports where a clear reading was issued. Orders more than thirty days old. Multiple uploads of the same photograph after a re-run has been used. Orders placed in violation of our terms (e.g., uploading another person without consent).
Chargebacks
If you have a concern, write to us first. We resolve almost every issue inside 24 hours. Filing a chargeback before contacting us costs us a $15 dispute fee per claim and results in account suspension; we’d much rather just fix the problem.