Return & Refund Policy

Last Updated: August 11th, 2025

At Kerarose, we stand behind the quality of our products. This Return & Refund Policy explains the conditions under which returns and refunds are accepted, in alignment with Shopify Payments and Stripe requirements.

1. ELIGIBILITY FOR RETURNS

To qualify for a return, all of the following conditions must be met:

  • Items must be unused, unopened, and in original packaging

  • Return requests must be initiated within 30 days of delivery

  • A valid order number or proof of purchase is required

  • The item must be received by Kerarose in resalable condition

For hygiene and safety reasons, opened or used products cannot be returned, except in cases where the item arrived damaged or defective.

2. NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • Opened, used, or altered products

  • Items returned outside the 30-day return window

  • Final sale or promotional items (as clearly marked at checkout)

  • Gift cards

  • Subscription orders that have already shipped

3. RETURN AUTHORIZATION PROCESS

All returns require prior authorization.

To request a return, please contact us at:
📧 hello@kerarose.com

Include your order number and reason for return. If approved, you will receive return instructions.
Unauthorized returns may be rejected.

4. RETURN SHIPPING

Customers are responsible for arranging and covering the cost of return shipping.

We recommend using a trackable shipping service, as Kerarose cannot be responsible for items lost or damaged during return transit.

Return shipping costs are non-refundable.

5. REFUNDS

Once an approved return is received and inspected:

  • Refunds are issued to the original payment method

  • Please allow 5–7 business days for processing after approval

  • Processing times may vary depending on your bank or card issuer

Original shipping fees, duties, and taxes (if applicable) are non-refundable.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@kerarose.com, including clear photos of the issue.

After review, we may offer a replacement or refund, at our discretion.

7. SUBSCRIPTIONS & RENEWAL ORDERS

By enrolling in a subscription, you authorize recurring charges to your selected payment method at the frequency disclosed at checkout.

Subscription orders are billed automatically according to the selected frequency.

Once a subscription order has processed or shipped, it is not eligible for cancellation or refund.

Subscription changes or cancellations must be made before the next billing date to avoid charges for the upcoming cycle.

8. CHARGEBACKS & PAYMENT DISPUTES

We encourage customers to contact hello@kerarose.com before initiating a chargeback.

Refunds issued in accordance with this policy represent full resolution of the transaction.
Unauthorized or abusive chargebacks may result in account restrictions.

9. PROCESSING DISCLAIMERS

Refund timelines may be affected by holidays, high-volume periods, or third-party payment processors. Kerarose is not responsible for delays caused by banks, card networks, or payment providers.

10. CONTACT INFORMATION

For all return or refund inquiries, please contact:

Kerarose
📧 hello@kerarose.com
🌐 www.kerarose.com