Return policy
For any return or exchange of product, the buyer must first contact Keratin Place customer service by email.in order to obtain a return form which will be sent to him by e-mail as well as the procedures to follow.
This form must be completed and sent with the goods to be returned.(the return costs are the responsibility of the buyer under article L. 121-20 of the consumer code)
According to the articleL221-18 of the Consumer Code, the customer has14 daysfrom the day of receipt of the order to withdraw, and5 days to request an exchange subject to available stocks
An email will be sent to the buyer to inform him of the receipt of the package and the terms of reimbursement if it is on time.
Keratin Place will reimburse the buyer within 10 working days.
To be able to benefit from a return or exchange, the products must be still new in their original packaging, unpacked, opened, used and incomplete, worn, damaged or soiled products are not taken back.
In case of abusive returns, Keratin Place reserves the right to refuse a subsequent order.
You will be responsible for paying for your own return shipping costs as well as those for resending an exchange.
Damaged or non-compliant product:
The consumer must formulate to Keratin Place, within 2 working days following the date of receipt of the package, any complaint of error of delivery and/or non-conformity of the products in kind or in quality compared to the indications appearing on the purchase order. ordered.
- All products leave our premises in perfect condition. The customer must report to the carrier (or postman) the slightest trace of shock (trace of flow on the cardboard, traces of crushing, etc.) on the package, and if necessary to refuse the package. .
The exchange or refund of any product declared, a posteriori, damaged during transport, without any reservation having been issued upon receipt of the package, cannot be supported.
-The customer is also required to report any item missing from the order or any damage within 3 days to the carrier. Beyond this period, the complaint will not be processed, and any possible commercial action cannot be initiated by Keratin Place.
-In the event of receipt of a damaged product (broken, overturned, etc.), the customer is required to inform customer service within 2 working days of receipt of the package.
The complaint must be accompanied by photos of the product and the box which must be taken at the time of delivery indicated in the tracking of the package.
Any complaint formulated beyond this period will be rejected without possibility of recourse for the consumer,and the company exempted from the obligation of commercial action.
Refunds (if applicable):
If your request is approved, then your refund will be processed by the same payment method you paid us with, unless applicable.
Late or absent refund (if applicable):
If you have not yet received your refund:
-Contact your credit card issuer, as there may be a delay before your refund is officially posted.
-Contact your bank. There is often some processing time required before a refund is posted.
If after completing all of these steps you still have not received your refund, please contact us at info.keratinplace@gmail.com.
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Uncollected orders
If the customer doesn't pick up their package in time, we will resend it at the buyer's expense.
Shipping costs will be communicated by e-mail.
