Return and Refund - Keratine Europa

Thank you for choosing Keratin Europa!

We pride ourselves on the quality of our products and are committed to providing excellent service to our customers. Our range includes professional hair care products. If you have any questions about choosing the right product, our managers will be happy to help you select the best option so you are satisfied with your purchase.

If you need to request a return, for example, due to an order error, please contact us via email at keratineuropa@gmail.com for further instructions. Our specialists will guide you through the return process and assist you every step of the way.

Please place your orders thoughtfully and double-check all details, especially the delivery address. If an incorrect address is provided, the item will return to our warehouse, and reshipping costs will be covered by the customer.

Return Policy

You may return the product within 15 days of receipt. The returned item must be unused, in its original packaging, and accompanied by proof of purchase.

Return Address:
Keratin Europa
Schillingstraat 7
2988 CT Ridderkerk
Nederland

Refunds

Once we receive and inspect the returned product, we will promptly notify you of the status of your refund. All products are subject to a strict quality check at our warehouse to ensure high standards of service. If your return is approved, the refund will be credited to your original payment method. You may also choose to receive a refund in the form of bonuses for future purchases — please contact our manager for this option.

Important Information

Responsibility for Duties and Taxes
Refunds are not available if the product was not received by the customer due to unpaid import duties, taxes, or customs fees. The customer is responsible for these payments.
Lost Parcel

The seller is responsible for the goods until they are delivered to the consumer (i.e. until the consumer or a third party designated by them takes physical possession of the goods).
However, the risks associated with transportation (loss, damage, delay) are transferred to the shipping carrier once the goods have been handed over for delivery.
The seller is not responsible for such risks unless the loss or damage results from the seller’s actions or negligence (for example, improper packaging or an incorrect address).

In the event of loss or damage caused by the shipping carrier, the refund to the customer will be limited to the amount reimbursed by the shipping carrier.
If the carrier provides only partial compensation, the refund will be restricted to that compensated amount.

If the tracking number indicates the parcel has been delivered, a refund will not be provided.
Damaged or Defective Items
We pack each parcel with care, but in rare cases, a product may be damaged during shipping. If you received a damaged or defective item, please contact our support team — we will resolve the issue promptly and help you file a claim with the shipping company if necessary.
Shipping Errors
If you received the wrong product due to an error on our part, Keratin Europa will cover all return shipping costs and send you the correct item.

Return Shipping

Return shipping costs are the responsibility of the customer. The original shipping and handling fees are non-refundable.

Shipping and Responsibility
The seller is responsible for the goods until they are delivered to the consumer (i.e. until the consumer or a third party designated by them takes physical possession of the goods).
After the goods have been handed over to the shipping carrier, the seller is not responsible for any loss, damage, or delay that may occur during transportation, except when such loss or damage results from the seller’s negligence (for example, improper packaging).

Right of Withdrawal (15 days)
The consumer has the right to withdraw from the contract within 15 days without giving any reason.
The withdrawal period expires 15 days after the day the consumer receives the goods.
To exercise this right, the consumer must inform the seller of their decision in a clear written statement (for example, by email).

Refunds
Upon valid withdrawal, the seller must refund all payments received from the consumer, including the cost of standard delivery, without undue delay and no later than 15 days from the date the seller was informed of the withdrawal.
The seller may withhold the refund until they have received the goods back or the consumer has provided proof of dispatch, whichever occurs first.

Return Costs
The consumer bears the direct costs of returning the goods unless the seller has agreed to bear these costs or if the goods are defective or not as described.

Reduction in Value
If the consumer handles the goods beyond what is necessary to determine their nature and functioning, the seller may deduct an amount corresponding to the decrease in value.

Exceptions
The right of withdrawal does not apply to goods made to the consumer’s specifications, personalized goods, goods that cannot be returned for health or hygiene reasons once unsealed, or other cases provided by law.

Contact Us

If you have any questions or need assistance, please reach out to us at keratineuropa@gmail.com. We are always here to help and provide the best experience possible. Thank you for your trust — your satisfaction is our top priority!