Shipping & Returns Policy

Last updated: September 6, 2026

1. Order processing

Orders are packed by hand. Orders placed on business days are typically processed and handed to the carrier within 1–3 business days. Orders placed on weekends and holidays begin processing the next business day.

During new releases, restocks and sale periods, processing can take longer. If your order will be delayed beyond our normal window, we will email you rather than let you wonder. Pre-order and made-to-order items show their own timeline on the product page, and that timeline takes precedence over this one.

2. Shipping methods and rates

Available services, rates and estimated transit times are calculated at checkout based on your address and the weight of your order. You see the exact cost before you pay. Orders over $75 may ship free within the United States unless a promotion says otherwise.

Transit time begins when the carrier scans the parcel, not when you place the order. Total delivery time is processing time plus transit time.

3. Shipping restrictions

Most of our range — shampoos, conditioners, treatments and non-aerosol styling products — ships by any available service with no special handling.

Aerosols and products with a flammable propellant or high alcohol content are a different matter. They are regulated as limited-quantity dangerous goods, which genuinely limits how they can be shipped. Where your order contains one:

• It generally travels by ground service. Overnight and next-day air options may be limited or unavailable.
• We may not be able to ship it to APO, FPO or DPO addresses.
• Some international destinations cannot accept it at all, and some accept it only by surface freight with long transit times.
• The parcel may carry hazard labelling required by the carrier. This is normal and does not mean anything is wrong with your order.

Liquids can also be affected by temperature in transit. Freezing can separate an emulsion and extreme heat can thin it; in most cases the product recovers at room temperature, but if a product arrives visibly separated or curdled, treat it as a damaged order under section 10.

If your address cannot be served, checkout will tell you, or we will contact you and refund the order in full.

4. Tracking and delivery

You will receive a shipping confirmation with a tracking number when your order leaves us. Tracking can take up to 24 hours to show movement. Delivery dates shown by carriers are estimates, not guarantees, and we do not control carrier performance, weather or customs.

As noted above, temperature extremes can affect liquid products in transit. If you live somewhere with severe summer heat or hard winter freezes, consider shipping to an address where the parcel will not sit outdoors all day.

5. Lost, stolen or undelivered packages

Title and risk of loss pass to you when the carrier takes possession of the parcel. That said, we will not leave you stranded:

• Marked delivered but missing. Wait 48 hours — carriers frequently scan early. Check with neighbours, building management and any safe-drop locations. If it has not appeared, contact us and we will open a carrier trace.
• Tracking has stalled. If there has been no movement for seven business days domestically, contact us and we will file a lost-package claim.
• Confirmed lost in transit. Where the carrier confirms loss, we replace the order at no cost to you, or refund it if the item is no longer available.
• Theft after delivery. Where tracking shows successful delivery to the address you supplied, we are not responsible for theft from the property. We will still provide the documentation you need to file a police report or a claim with the carrier.

6. Wrong or undeliverable addresses

Please check your shipping address before you pay. If a parcel is returned to us as undeliverable because of an incorrect or incomplete address, we will contact you and can reship it once you cover the return and reshipping costs. If you would rather not, we will refund the product cost less original shipping and any carrier fees. Orders already handed to the carrier cannot have their address changed by us.

7. International orders and duties

Where we can ship to your country, our prices do not include customs duties, import taxes, VAT or brokerage fees. Those are assessed by your country and are your responsibility. We cannot estimate them, we cannot prepay them, and we will not declare an order as a gift or understate its value. If a parcel is abandoned or refused and returned to us because duties were not paid, we refund the product cost less shipping and any fees charged to us.

8. Returning unopened product

If a product is still unopened, unused and in its original packaging, with any factory seal or shrink wrap intact, you may return it within 30 days of delivery for a refund of the product cost.

How it works

1. Contact us with your order number and tell us what you want to return, before sending anything back. Returns sent without prior contact can be delayed or refused.
2. We will confirm the return and give you the address to send it to.
3. Pack it so it survives the trip. You are responsible for return postage and for the parcel until it reaches us, so we recommend a tracked service.

Once we receive and inspect the return, we refund the product cost to your original payment method less a 15% restocking fee. Original shipping charges are not refunded except where the return is our error. Refunds are issued within five business days of the return being accepted and typically appear on your statement within one to two billing cycles.

Opened or used products are final sale and cannot be returned or exchanged, except where they arrive damaged, incorrect or defective — which is covered in section 10 and is not affected by this restriction.

9. Why opened product cannot come back

Hair and scalp products are cosmetics applied directly to the body. Once a bottle has been opened, we have no way to verify how it was stored, what came into contact with it, or whether it was diluted, decanted or contaminated. We will not resell a returned bottle to another customer, and we will not put a product back into stock that we cannot stand behind. A returned open bottle is destroyed, which serves nobody.

That restriction is about hygiene and safety, not about avoiding refunds. If a product arrives damaged, is the wrong item, or does not work as it should, section 10 applies and we will fix it — opened or not.

10. Damaged, incorrect or defective orders

If we got it wrong, we fix it. Contact us within 7 days of delivery if your order arrives:

• Damaged — cracked bottle, broken cap or pump, leaked or spilled contents, or a product that arrives visibly separated or spoiled;
• Incorrect — wrong product, wrong size, wrong quantity, or a missing item;
• Defective — a pump or sprayer that does not function, a cap or flip-top that does not seat, a broken seal, or a bottle that is visibly underfilled.

What we need from you

1. Your order number.
2. Photographs of the item, its batch code or lot number, and the outer shipping box and packing materials, including any visible damage.
3. A short description of the problem.

Keep the packaging until the claim is resolved — carriers routinely require it, and a claim without it is much harder to win.

What we do

We respond within two business days. Where the claim is straightforward, we ship a replacement at no cost to you, including shipping. If the item is out of stock, you can choose a different product of equal value or a refund to your original payment method. Refunds are issued within five business days of approval and typically appear on your statement within one to two billing cycles, depending on your bank. We do not usually ask you to ship anything back; if we do, we cover the postage.

11. What is not covered

• The product did not produce the result you hoped for. Outcomes depend on hair type, porosity, condition, water hardness, previous chemical services and technique.
• A toning or pigmented product did not reach the shade you wanted, or deposited more or less tone than you expected. Toning results depend on starting level, porosity and processing time.
• You did not like the scent, texture, lather or feel of a product.
• You ordered the wrong product, size or quantity, or the product was not suitable for your hair type.
• An adverse reaction where the product was used contrary to the label directions, or without the patch test the label recommends.
• Minor batch-to-batch variation in colour, viscosity or scent, which does not affect performance.
• Packaging that shows minor cosmetic wear in transit while the product itself is intact.
• Damage caused after delivery, including heat exposure, freezing, dropping or improper storage.
• Claims reported after the 7 days window has closed.
• Products bought from anyone other than us. We cannot verify the authenticity or handling of a bottle sold through a third party, and we do not support those purchases.

If you experience a reaction to a product, stop using it and contact us. Nothing in this section limits your rights in respect of a product that is genuinely faulty or unsafe.

12. Choosing the right product

Because an opened bottle cannot come back, it is worth a minute up front. Every product page lists what the formula is designed to do, the hair types and concerns it suits, directions for use and the full ingredient declaration. Our collections are organised by hair type and concern precisely so you can narrow things down before you buy.

If you are not sure which product fits your hair, or whether an ingredient is suitable for you, contact us before ordering. We would much rather answer a question than sell you the wrong thing.

13. Order changes and cancellations

Because we pack quickly, orders usually cannot be changed or cancelled once submitted. If you need to change something, contact us immediately. If the order has not yet been packed we will do what we can; once it is packed or handed to the carrier, we cannot. We are not able to add items to an existing order, apply a discount code after the fact, or combine separate orders into one shipment.

14. Refused deliveries and chargebacks

Refusing delivery does not create a right to a refund. A refused parcel returned to us is treated as an undeliverable order under section 6.

If you have a problem with an order, contact us before contacting your bank. We would genuinely rather solve it than dispute it. Filing a chargeback for a delivered order that matches what you bought is fraud, and we will contest it with tracking, delivery confirmation and our correspondence with you. Accounts with fraudulent chargebacks are closed and blocked from future orders.

15. Contact us

For any order issue, reach us through our contact page or by email. Include your order number and we will get to you faster.

• Keratresse
• 30 N. Gould Street, Sheridan WY 82801
• Email: support@keratresse.com

Nothing in this policy limits any right you have under applicable consumer protection law, including any right to a remedy for goods that are faulty or not as described.

Effective date: September 6, 2026