Returns Policy
In the event that you are not satisfied with your purchase, you may return your order for a full refund or exchange it for another item*.
EU Directive (EU) 2023/2673 : Returns and exchanges are accepted within 14 days of the delivery date for orders shipped within EUROPE and within 7 days for others international orders*. To be eligible for a return or exchange, the product must be returned in the same condition as when it was shipped and delivered, and the original box and/or packaging must be intact.
Return Form here
Please note that refusal of a parcel at delivery and failure to retrieve it from the post office will not be eligible for a refund.
You may return most new, unopened items within 14 days of delivery for a full refund or exchange (*For European Countries or 7 days for International countries: Canada, Australia,etc*).
You should expect to receive your refund within 4 business days (96 hours) after receiving the delivery of your package at our warehouse; however, in many cases, you will receive a refund more quickly. Please note that this time period includes the transit time for us to receive your return from the shipper, the processing time once we receive it, and the time it takes your bank to process the refund request.
Please be advised that we do not process any refund requests for customs products such as special formula over 5%, 8%, 12%, OEM, Logos and Giveaway (magical mask 60ml), and used/unpacked items for hygiene reasons (Hair comb, Hair scissors, etc.)
If you wish to return an item, please contact us with your order number and details about the product(s) you would like to return.We will respond promptly (48 hours maximum) with instructions for returning items from your order. If you are a professional, please inform us.
Return Policy Exclusions
Business-to-business contracts and professional purchases are not covered by the return policy. We regret that we cannot issue a refund for professional customers. Furthermore, we cannot issue a refund for customs products, such as special formulas over 5%, Logos, OEMs, etc., to particular customers.
*Under U.S. law, retailers are generally not required to accept returns or provide refunds for products simply because a customer changes their mind. As such, businesses may establish their own return and refund policies, including "all sales final" policies, provided these terms are clearly communicated prior to purchase.
At PURE KERATIN, we strive to provide detailed product information to help customers make informed purchasing decisions. Due to the nature of our professional haircare products and for hygiene and quality-control reasons, we do not accept returns or offer refunds for orders delivered to the United States based on buyer's remorse, change of mind, incorrect product selection, or no longer wanting the item after shipment.
Once an order has been processed and dispatched, it cannot be canceled, modified, or recalled.
Exceptions may be considered only in the following circumstances:
- The product received is defective or damaged upon arrival.
- The incorrect product was shipped by PURE KERATIN.
- The shipment is lost in transit and confirmed as such by the carrier.
Any claim regarding damaged, defective, or incorrect items must be submitted within 7 days of delivery and include clear photographic evidence.
By completing a purchase on our website, customers acknowledge and agree to these terms.