Return & Refund Policy
Thank you for choosing BuyKeratin.
We value your trust and are committed to providing high-quality professional hair care products along with reliable customer service. If you have any questions before placing an order, our managers will be happy to help you choose the most suitable product.
If you need to request a return (for example, due to an order mistake), please contact us by email at keratineuropa@gmail.com . Our team will guide you through the return process step by step.
Please carefully check your delivery details before submitting an order. If an incorrect address is provided and the parcel is returned to our warehouse, reshipping costs will be covered by the customer.
Return Policy
You may return a product within 15 days of receiving it.
The returned item must be:
- Unused
- In its original packaging
- Accompanied by proof of purchase
Return Address
Buy Keratin
Von-Defregger-Straße 4
82467 Garmisch-Partenkirchen
Germany
Refunds
Once we receive and inspect the returned item, we will notify you regarding the status of your refund.
If the return is approved, the refund will be issued to your original payment method. Alternatively, you may choose to receive your refund in the form of store credit or purchase bonuses. Please inform our manager if you prefer this option.
Products in Custom Refill Volumes (50–500 ml)
Some products are available both in original factory packaging (1000 ml) and as custom refill volumes (50, 100, 200, 250, 300, 500 ml).
Refill products are prepared individually for each order and therefore are not eligible for return or exchange.
Exceptions may only be made in cases of shipping damage or manufacturing defects.
Important Information
1. Duties and Taxes
Refunds are not provided if the order was not received due to unpaid customs fees, import duties, or taxes. The customer is fully responsible for these payments.
2. Lost Parcel
The seller is responsible for the goods until they are handed over to the shipping carrier. After this point, transportation risks (loss, delay, or damage) are the responsibility of the carrier.
If the carrier compensates the shipment only partially, the refund amount will be limited to the compensated value. If tracking shows the parcel as Delivered, a refund cannot be issued.
3. Damaged or Defective Items
If your order arrives damaged or defective, please contact us immediately. We will assist you in resolving the situation and help file a claim with the shipping company if required.
4. Shipping Errors on Our Side
If you receive the wrong product due to our mistake, BuyKeratin will cover all return shipping costs and send the correct item at no additional charge.
Return Shipping Costs
- Return shipping is paid by the customer
- Shipping and handling fees are non-refundable
Processing Time
- Inspection after return arrival: 3–7 business days
- Refund issuance after approval: 1–3 business days
- Bank processing time may vary depending on your payment provider
Contact Us
If you have any questions or need assistance, please contact us:
Email: Buykeratineurope@gmail.com
Your comfort and satisfaction are our priority.
