Refund policy

RETURNS & REFUND POLICY

This Returns & Refund Policy is part of the Terms of Service of KeratinBR and must be read together with our Shipping & Delivery Policy, Digital Delivery Terms (if applicable), and EXW (Ex-Works) International Shipping Terms.

By completing a purchase, the customer confirms full acceptance of all applicable policies.

1. Overview

KeratinBR operates as an international supplier of professional cosmetic products.

Due to international logistics, regulatory standards, and the professional nature of our products, returns and refunds are strictly limited and governed by the conditions below.

2. Non-Refundable Digital Goods (If Applicable)

Some KeratinBR products or programs may include digital components such as:

  • professional training

  • certificates

  • manuals

  • digital materials

  • access links

The digital portion:

  • is delivered instantly at the time of purchase;

  • has independent economic value;

  • is considered fulfilled upon delivery;

  • is non-refundable, non-reversible, and non-exchangeable;

  • confirms partial fulfillment of the order.

Access, download, receipt, or activation of digital content voids any right to a full refund.

Chargebacks claiming “nothing was delivered” after digital delivery will be formally contested using delivery logs, metadata, access records, and proof of acceptance of Terms at checkout.

3. Returns for Physical Items (Defective Products Only)

Due to international cosmetic regulations, hygiene standards, and export compliance, KeratinBR only accepts returns if:

  • the product is defective;

  • the wrong item was shipped; or

  • the item arrived severely damaged.

We do not accept returns based on:

  • shipping delays

  • color variations

  • scent variations

  • dissatisfaction

  • change of mind

  • customs refusal

  • failure to pay import duties

  • abandoned or unclaimed packages

  • “I no longer want the product”

  • “The product took longer than expected”

4. Return Window

The return request window begins 7 days after physical delivery, not from the date of purchase.

This is essential because:

  • digital components (if applicable) are delivered instantly;

  • international shipments may take up to 120 business days depending on logistics and customs;

  • hybrid products are partially fulfilled at the time of purchase.

Refund requests made before physical delivery are not eligible.

5. EXW (Ex-Works) Shipping Liability

International orders are shipped under EXW – Ex-Works International Trade Terms, unless otherwise stated.

This means:

  • KeratinBR’s responsibility ends once the package is handed to the carrier;

  • customs duties, taxes, clearance, and local regulatory approvals are the sole responsibility of the importer;

  • refusal to pay customs fees voids refund eligibility;

  • loss, destruction, confiscation, or return by customs does not qualify for refund;

  • packages returned due to unpaid duties, incorrect address, or recipient refusal are non-refundable.

This clause is legally binding and accepted at checkout.

6. Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

  • opened products

  • used products

  • cosmetic or personal care items

  • digital goods

  • downloadable products

  • training materials

  • certificates or manuals

  • promotional items

  • discounted items

  • bonus or free items

  • hybrid digital-physical packages

  • items refused by customs

  • products abandoned or destroyed by postal authorities or customs

  • products marked as “delivered” by the carrier

7. Chargeback Abuse & Fraudulent Claims

KeratinBR actively monitors and disputes fraudulent or abusive chargebacks.

The following may be considered misuse of the dispute process:

  • “Item not received” when digital delivery has occurred;

  • claims before the maximum delivery window;

  • claims without first contacting support;

  • disputes while the package is in transit;

  • disputes related to unpaid customs duties.

Disputes may be contested using:

  • digital delivery logs

  • timestamp metadata

  • access records

  • proof of checkout acceptance

  • carrier tracking data

  • shipping confirmation records

  • internal documentation

KeratinBR reserves the right to block accounts, deny future purchases, and report fraudulent activity to payment processors (including Stripe, Visa, Mastercard, and American Express).

8. Refunds (Approved Physical Items Only)

If a return is approved (defective or incorrect item only):

  • refunds apply only to the physical portion of the order;

  • digital components (if any) are not refundable;

  • original shipping fees are non-refundable;

  • return shipping costs are the customer’s responsibility;

  • refunds are issued to the original payment method within 7 business days after inspection and approval.

9. Sale Items & Promotions

Products sold under:

  • discounts

  • promotions

  • bundles

  • special pricing

  • free shipping campaigns

are considered final sale and are non-refundable and non-exchangeable.

Hybrid digital + physical bundles are always final sale.

10. Lost or Damaged Shipments

If your order arrives damaged:

  • contact us within 72 hours of delivery;

  • provide clear photos and videos;

  • email:

📧 orders@keratinbr.com

Lost packages are investigated with the carrier before resolution.

Packages marked as “delivered” by the carrier are generally not eligible for refund or reshipment unless carrier error is proven.

11. Returns Process (If Authorized)

If return authorization is granted:

  • products must be returned unused, sealed, and in original packaging;

  • customer is responsible for return shipping;

  • tracking and insurance are required;

  • KeratinBR does not guarantee receipt of returned items without confirmed tracking.