♻️ Exchange and return policy — Keratin Shop

♻️ General Information

We care about your satisfaction and product quality. Below you'll find all the essential rules for returns and exchanges.

Please review them carefully before initiating a return request.

📌 Legal Policy

According to Ukrainian legislation (Cabinet Resolution №172 from March 19, 1994):
Cosmetic and perfumery products of proper quality are not eligible for return or exchange.

✅ When Is a Return or Exchange Possible?

We accept returns or exchanges only if the product has a manufacturing defect, reported within 14 calendar days from the date of delivery.

🔁 Returns and Exchanges Are Not Accepted If:

  • The product has been used or opened
  • Original packaging or accessories are missing
  • The item was sold as discounted or clearance
  • The return reason is subjective or not related to product condition
  • The product matches the order (correct item and quantity)

💸 Refunds

  • If the return is approved, we’ll issue a full refund or replacement within 3 business days
  • Return shipping is covered by Keratin Shop if the issue is verified as warranty-related

📝 How to Submit a Return Request

  • Contact our support team via email, messaging apps, or contact form
  • Provide your order number and a short description of the issue
  • Attach photos clearly showing the defect or damage
  • We usually respond within 24 hours and guide you through the process

📬 Contact Details

🤝 We’re On Your Side

We value your trust and always treat every situation individually to find the best possible solution.

Keratin Shop is more than a store — we care about your beauty and confidence.

❓ Frequently Asked Questions

Can I return a cosmetic product if I don't like it?
No. Due to hygiene regulations, unopened and unused cosmetics cannot be returned if there is no manufacturing issue.
What if I received a defective product?
We’ll offer a refund or replacement. Please contact us with photos of the issue and your order number.
Who pays for the return shipping?
If the return is due to a verified defect, Keratin Shop covers the return shipping cost.
How long does a refund take?
Within 3 business days after your return is confirmed.
How do I start the return process?
Just send us an email or message with your order number and photos. We’ll reply within 24 hours.