This is a sample page.

Overview

At KERATEIN we want you to be delighted with every purchase. If you are not satisfied, this Returns & Refunds Policy explains when you may return an item, how to request a refund or exchange, and how we handle faulty or incorrectly delivered goods.

This policy applies to purchases made on www.keratein.com and any official sales channels operated by Keratein.

2. Your statutory rights (important)

Under Nigerian consumer protection law and related regulations, consumers have rights to cancel certain purchases and to seek remedies (repair, replacement, refund) for faulty or misdescribed goods. We comply with these rights and with guidance from the Federal Competition & Consumer Protection Commission (FCCPC). If you believe your statutory rights apply, please contact us and we will assist. fccpc.gov.ng+1

3. How long you have to return items

• Non-faulty goods / change of mind: You may request a return or exchange within 14 calendar days from the date of delivery unless we state a longer period on the product page (some categories may differ — see “Non-returnable items” below).
• Faulty, damaged or misdescribed goods: If an item is faulty, damaged in transit, or significantly different from its description, contact us as soon as you notice the problem and no later than three months from the delivery date so we can evaluate and resolve the issue. Under Nigerian practice, consumers often have remedies up to three months for defective goods.

4. Eligibility & item condition

To be eligible for a refund or exchange (unless the item is faulty):

• Item must be returned in original condition (unused, with tags, and in original packaging).
• Provide order number and proof of purchase (email, invoice).
• Items that are worn, washed, damaged by the customer, or missing original packaging are not eligible for a refund, though we may offer partial remedies at our discretion.

5. Non-returnable items

The following are generally non-returnable for hygiene or safety reasons, unless faulty:

• Personal care items (e.g., opened cosmetics, haircare where seal broken)

6. Faulty, damaged, or incorrect items

If an item arrives faulty or damaged, or you receive a different product:

1. Contact us immediately at support@keratein.com with your order number, photos of the damage/defect, and a short description.
2. We will assess the claim and, where appropriate, offer: repair, replacement, or full refund (including original delivery cost). We aim to respond to fault reports within 48 business hours.
3. For serious manufacturing faults we may request return of the item for investigation. If the item is confirmed faulty, return shipping will be on us.

7. Change of mind / unwanted items

If you change your mind and the item is eligible:

• You are responsible for return shipping costs unless we offer free returns in a promotion.
• We will inspect the returned item on receipt and process refunds for eligible returns as per section 9.
• A restocking fee may apply for certain categories (make this explicit if you plan to use one).

8. Exchanges

• Exchanges (size, colour, or model) are handled like returns + new order.
• If the replacement item costs more, you’ll be asked to pay the difference. If cheaper, a refund for the difference will be issued.

9. How refunds are processed & timing

• Refunds for approved returns are issued to the original payment method.
• Refund processing timeline: once we approve and receive the returned item (or confirm the fault), we will process your refund within 7 business days. The time for the refund to appear in your account depends on your bank or payment provider (this can take several business days).
• If you paid by card or bank transfer and used an online payment provider (e.g., Paystack), the refund will follow the provider’s refund flow and timing. We will notify you by email when the refund is issued.

10. Shipping costs & returns shipping

• Delivery errors & faulty goods: we cover return shipping.
• Change of mind: customer pays return shipping unless we offer free returns.
• Use a trackable shipping method and keep your proof of postage; we are not responsible for items lost in return transit if you didn’t use tracked shipping.

11. Cancellations before dispatch

• You may cancel an order before it is dispatched for a full refund. Contact support immediately. Once an order has shipped, the standard returns policy applies.

12. Chargebacks & disputes

If you open a chargeback via your bank before contacting us, it may delay resolution. We prefer to resolve disputes directly — please contact support first. If you do open a chargeback, we will cooperate with your payment provider’s dispute process.

13. How to request a return or refund

1. Email: support@keratein.com with your order number and reason.
2. Include photos where relevant (damage, wrong item, etc.).
3. We’ll respond with return instructions and a return authorization number (RMA) if needed.

14. Privacy & refunds

We process refund-related personal data (order, payment details) only to the extent necessary to complete the refund and in line with our Privacy Policy.

15. Changes to this policy

We may update this policy; the “Last updated” date will show the latest version. Material changes will be communicated on our website.

16. Contact us

If you have questions:
Email: support@keratein.com
Phone: +234 8142401251
Address: 1, Tabernacle way, arapagi, ibejulekki

Need help?

Contact us at support@keratein.com for questions related to refunds and returns.