Refund Policy
The short version
Onyou sells digital products — your color analysis and AI-generated look images — delivered to you straight away. Because of how digital content works, the rules around refunds are a little different from buying a physical object. This page explains where you stand, in plain terms.
If something genuinely went wrong on our end, we want to put it right. Email us and we'll help.
What you're buying
- Your 2026 Edit — $9.99, a one-time full unlock. Yours to keep. Sales tax, where it applies, is added at checkout and shown before you pay.
No subscription. One payment. Nothing renews. There is no free trial — instead, before you pay anything you get one free reveal (your color season plus one styled look), so you can see what Onyou produces before deciding to unlock the rest.
These are digital products. Once you complete a purchase, access is unlocked and delivery begins immediately.
Your 14-day right to cancel — and why immediate access changes it
Under the UK Consumer Contracts Regulations 2013, you normally have a 14-day "cooling-off" period to cancel an online purchase of digital content for a refund.
However, the law also says this right is lost once delivery of the digital content has begun — provided you agreed to start straight away and acknowledged that you would lose the right to cancel.
When you buy Onyou, you are choosing to get immediate access. At checkout you confirm that:
- you want your digital content delivered straight away, before the 14-day cancellation period ends; and
- you understand that once delivery has begun you lose your right to cancel for a refund.
So, in practice: because Onyou delivers immediately and with your consent, the 14-day cancellation right no longer applies once your purchase has been delivered. If you'd rather keep your cancellation right, simply don't start your purchase.
Your statutory rights if something is faulty
Nothing on this page takes away your legal rights. If the digital content you bought is faulty, not as described, or doesn't work as it should, you may be entitled to a repair, a replacement, or a refund under the Consumer Rights Act 2015 and other applicable law.
If you think this applies to you, contact us — we'll look into it properly.
Goodwill resolution for technical problems
Onyou is a styling-opinion tool and an entertainment product. We can't refund a purchase simply because you disagree with the color season we suggested, or don't love a particular AI look — that's a matter of taste and opinion, not a fault.
Genuine technical failures are different. If your looks failed to generate, your report didn't load, or you were charged but didn't receive what you paid for, please tell us. In cases like these we will, at our discretion and in good faith, offer a refund, a fresh generation from a new selfie you provide, or another fair resolution.
Why a new selfie? Because we never keep your selfie — it's deleted as soon as your looks are made. That's deliberate, and it's the core of how we protect your privacy. It does mean we can't re-run a generation from the original photo later; if you'd like us to try again, you'll need to upload a fresh selfie, and we'll do it at no extra cost.
A note on your looks: we create your looks once and don't recreate them, and we keep a copy for 90 days before deleting it. Your looks are yours to download — please save the ones you love. Losing a look you didn't download after the 90 days isn't a fault, and isn't grounds for a refund.
Who processes payments and refunds
Your payment is handled by our merchant of record, Lemon Squeezy, who is the seller of record for your purchase. They process the payment and calculate, collect, and remit any applicable sales tax or VAT (added at checkout). Any refund is issued back through them to your original payment method — including any tax you were charged.
We can authorize a refund, but the funds are returned by the payment provider, so the timing depends partly on them and on your bank or card issuer.
How to request a refund
Email support@onyou.beauty and include:
- the email address you used to buy;
- your order or receipt number, if you have it;
- the date of purchase; and
- a short description of what went wrong.
This helps us find your order quickly and sort things out without back-and-forth.
How long it takes
We aim to respond to refund requests within a few business days. If we approve a refund, the payment provider will process it back to your original payment method. Once issued, it usually appears within 5 to 10 business days, though the exact timing depends on your bank or card issuer.
A note on chargebacks
If you have a problem, please contact us first — it's almost always faster than going through your bank, and we'd genuinely like the chance to help. Starting a chargeback or payment dispute before reaching out can lock your order while the dispute is investigated and slow everything down. We keep records of purchases and delivery, and we'll cooperate fully with the payment provider on any dispute.
Governing law
This Refund Policy is governed by the laws of England and Wales, and is without prejudice to any mandatory consumer-protection rights you have where you live.
Contact us
- Refunds and order questions: support@onyou.beauty
- Privacy questions: privacy@onyou.beauty
Onyou is operated by ⟦LEGAL ENTITY⟧, ⟦REGISTERED ADDRESS⟧, company number ⟦COMPANY NO.⟧.