Exchange and return

Exchange and return

At KERATAIN we want you to be fully satisfied with our products. Therefore we have implemented our exchange and returns policy.

With us it is always possible to return or exchange a product. We do, however, apply a number of conditions for the return of a product or the exchange of a product. We also ask you to announce a return in advance to our customer service via support@keratain.com 

Exchange

Did you accidentally order the wrong product? Would you rather try a different product? That’s no problem. You can always exchange a product with us, provided that the product is unopened and in its original packaging. We ask you to contact our customer service when exchanging a product, so that we can help you as well as possible. The shipping costs of the exchange are at your own expense.

RETURNS

If you do not want to keep a product, you can return it without reason within 30 days. You have to pay the shipping costs of the return by yourself. For products that are returned due too damage or incorrect delivery, the additional return costs are of course for us.

For consumer items and products it applies that they may only be returned unopened and intact. Items that have been used or opened, or whose seal has been broken, cannot be returned without contacting our customer service. 

Right of withdrawal

You have the right to cancel the order within 30 days without giving any reason. The withdrawal period expires 30 days after the day on which you or a third party designated by you physically takes possession of the product / package. After requesting a return, you have another 14 days to return the products to our return address. We will pay the refund (within 14 days) when we have received the products back or when you have demonstrated that you have returned the products and they have been received by us in good order (via, for example, a Track & Trace proof). 

You can return a product to the following address:

We ask always ask you to include the invoice or order number in the box with a return shipment. This allows your return to be processed by our team as soon as possible.

Complaints or Defects

Are you not satisfied? You as a customer are of course our priority. We are happy to solve it for you! 

In case of defects

We pack all orders in sturdy boxes with sufficient filling material. In the unlikely event that a product does not reach you in good condition, you can contact our customer service. We will then provide a good solution.

Even if the product shows defects during use, please contact our customer service. We will find the best solution to the problem. This can be a replacement part, repair or replacement of the product. 

In case of complaints

We think it is important that you are satisfied with your product purchase. If this is not the case, you can contact our customer service. We will do everything we can to find a good solution. If this does not lead to a solution, it is possible to register a dispute for mediation via Stichting WebwinkelKeur.For consumers in the EU it is possible to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr.