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 the receipt or proof of purchase. 

To start a return, you can contact us at guilherme@keratinandcare.com. Please note that returns will need to be sent to the following address: Unit 7, 82 - 100, Nathan Way, London SE28 0FS

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 guilherme@keratinandcare.com.

Return Policy

Overview

We want you to be completely satisfied with your purchase. This return policy outlines the conditions under which we accept returns and exchanges for our cosmetic products.

Return Eligibility

Accepted Returns

We accept returns for the following items:

• Unopened/Unused Products: Items that remain in their original, unopened packaging with all seals intact
• Damaged Items: Products that arrived damaged during shipping (photographic evidence of original packaging required)

Return Timeframe

• EU Customers: You have 14 calendar days from the date of delivery to initiate a return (withdrawal period as per EU Consumer Rights Directive)
• All Other Customers: Returns must be initiated within 30 days of delivery date

Items Not Eligible for Return

Due to health and safety regulations, we cannot accept returns for:

• Opened or used cosmetic products
• Products with broken seals or tampered packaging
• Items damaged due to misuse or normal wear
• Products without original packaging
• Items returned after the specified return period

Return Process

Step 1: Contact Us

• Email us within the return timeframe
• Include your order number and reason for return
• For damaged items, attach clear photos of the product and original packaging

Step 2: Return Authorization

• We will review your request within 2 business days
• If approved, we'll provide a Return Merchandise Authorization (RMA) number
• We'll send you prepaid return shipping labels for damaged items

Step 3: Package and Ship

• Securely package items in original packaging
• Include the RMA number on the return label
• For unopened items, customers are responsible for return shipping costs
• For damaged items, we provide prepaid return labels

Refunds and Processing

Refund Timeline

• Refunds are processed within 5-10 business days after we receive and inspect returned items
• EU customers: Refunds processed within 14 days of receiving returned goods
• Refunds are issued to the original payment method

Refund Amount

• Unopened Items: Full product price refunded (original shipping costs non-refundable)
• Damaged Items: Full refund including original shipping costs
• EU Customers: Standard delivery costs refunded if entire order is returned within withdrawal period

Inspection Process

All returned items undergo quality inspection to verify they meet return eligibility criteria before refund processing.

Exchanges

We offer exchanges for:

• Damaged items received
• Wrong items shipped (our error)

Exchanges for different shades or products are subject to availability and treated as new orders.

International Returns

• International customers are responsible for return shipping costs (except for damaged items)
• Customs duties and taxes on returned items are customer's responsibility
• We recommend using tracked shipping services for international returns

EU Consumer Rights

In accordance with EU Consumer Rights Directive:

• EU customers have a 14-day withdrawal period from delivery date
• No reason required for returns within withdrawal period (unopened items only)
• We will refund within 14 days of receiving returned goods
• Standard delivery costs refunded if entire order returned

Contact Information

For return requests or questions:

• Email: guilherme@keratinandcare.com
• Customer Service Hours: Monday-Friday, 9 AM - 6 PM CET
• Response Time: Within 24-48 hours

Important Notes

• This policy does not affect your statutory rights as a consumer
• Opened cosmetic products cannot be returned due to hygiene and safety reasons
• We reserve the right to refuse returns that don't meet our eligibility criteria
• Return shipping costs are non-refundable unless the return is due to our error

Policy Updates

This return policy may be updated periodically. The most current version will always be available on our website. Continued use of our services constitutes acceptance of any policy changes.

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Last Updated: 27/05/2025

This policy complies with EU Consumer Rights Directive, distance selling regulations, and e-commerce platform requirements.