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Returns and Right of Withdrawal Policy — Keratin Europa
1) General Information
At Keratin Europa we are committed to providing high-quality professional hair care products and excellent customer service. If you need assistance in selecting the right product, please contact us at keratineuropa@gmail.com.
2) Right of Withdrawal (Cooling-off Period)
In accordance with EU consumer law, the consumer has the right to withdraw from the contract within 15 days without giving any reason.
The withdrawal period begins on the day the consumer receives the goods.
To exercise your right of withdrawal, you must inform us in writing by sending an email to:
📧 keratineuropa@gmail.com
Please include in your message:
- your order number,
- your full name,
- the date you received the goods,
- a clear statement that you wish to withdraw from the purchase.
3) Returning the Goods after Withdrawal
After notifying us of your withdrawal, you must return the goods within 15 days from the date of your notification.
Returned goods must be:
- unused,
- in their original packaging,
- accompanied by proof of purchase (order confirmation or receipt).
Return address:
Keratin Europa
Schillingstraat 7
2988 CT Ridderkerk
The Netherlands
4) Refund of Payments
Upon receiving and inspecting the returned goods, we will issue your refund within 15 days from the date we received your withdrawal notice.
The refund will be made using the same payment method that you used for the original transaction (e.g., credit card, Klarna, etc.).
We may withhold the refund until we have received the returned goods or until you provide proof of return shipment — whichever occurs first.
If you prefer, we can issue your refund as store credit for future purchases. Please contact us by email if you wish to choose this option.
5) Return Shipping Costs
The customer is responsible for the cost of returning the goods, except in cases where:
- the product is defective,
- the product does not match the order,
- the error was caused by Keratin Europa.
The original standard shipping cost will be refunded in case of a valid withdrawal under EU law.
6) Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect item, please contact us immediately at keratineuropa@gmail.com.
In such cases:
- we will cover the return shipping costs,
- we will either replace the product or issue a full refund — according to your preference.
7) Delivery Responsibility
Keratin Europa is responsible for the goods until they are physically delivered to the customer.
Once delivery is confirmed, responsibility for the goods transfers to the customer.
If a parcel is lost or damaged due to the courier’s fault, we will cooperate with the carrier to obtain compensation. Any refund to the customer will be limited to the amount compensated by the courier.
If the tracking information shows that the parcel was delivered, no refund will be issued unless there is proven delivery error.
8) Customs Duties and Taxes
If the customer does not receive the parcel due to unpaid customs duties, import taxes, or clearance fees, no refund will be issued. These charges are the responsibility of the buyer.
9) Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- custom-made or personalized products,
- products that cannot be returned for hygiene reasons once opened (e.g., certain cosmetic items),
- other categories excluded under applicable law.
10) Contact Us
If you have any questions regarding returns or your right of withdrawal, please contact us at:
We are always happy to assist you.
