Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return of an unopened item.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide your order number and your details. If you have used the item and you are not satisfied please contact us and we will make it right by replacing and or offer another item that may work for you. At our discretion we may refund you with the exception of the outgoing shipping and handling costs. We care and we always help. Your satisfaction is our goal.
We do not provide a return label or pay for return shipping costs from countries outside the USA.
To start a return, you can contact us at csrv@keratinresearch.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at csrv@keratinresearch.com.
Agreed Delivery Method: As most shipping companies have adopted new delivery methods, all packages will now be left near the front door of the house. In apartment buildings, they may be left with the front desk, if available, or simply on the mailroom floor. For USPS, small packages that fit will be placed inside the mailbox. By placing an order with us, you hereby agree to accept deliveries using the methods mentioned above. Consequently, packages with a "DELIVERED" tracking status will be considered delivered, and you shall not dispute their delivery status.
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, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges (Unopened item in the USA)
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.
Refunds
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Other important terms
In cases where orders are undeliverable due to customers supplying incorrect or incomplete shipping information.
At our discretion we may reship returned or lost orders without additional charges. However if the customer is requesting a refund we will deduct the shipping cost, the return shipping cost (if any) and 15% restocking fee from the original purchase amount. In cases where international orders are undeliverable due to customers supplying incorrect or incomplete shipping information, not paying import taxes and or any other local fees in their country, not responding to courier calls and or demand for additional information, At our discretion we may reship returned or lost orders without additional charges however if the customer is requesting a refund or denied the package we will deduct the shipping cost, the return shipping cost (if any) and 15% restocking fee from the original purchase amount.