Refund policy
Return & Refund Policy
To start a return, access our return portal here.
We offer a 30-Day 100% Satisfaction Guarantee or Your Money Back. Contact Us for Return Requests
Non-Returnable Items:
* Gift cards
* Downloadable software products
To complete your return, we require a receipt or proof of purchase (in most cases we are able to identify your original order via the email address or full name utilized when placing the order).
There Are Certain Situations Where Only Partial Refunds Are Granted: (If Applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Sale Items (If Applicable)
Special sale bundles cannot be partially refunded. If a refund is requested as per our 30-day money back guarantee policy for a special sale bundle, all the items in the bundle must be returned for a full refund.
Refunds (if applicable)
Once your return is received in our warehouse, we will send you an email to notify you that we have received and inspected your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank or credit card account again as it may take some time before your refund is officially posted. Next, please contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@kerotin.com.
Shipping
Please note that shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
International
All packages, unless otherwise stipulated, once processed, go out DHL, United States Postal Service Priority International or Express Mail International. Tracking numbers are given, but the postal service does not typically allow tracking of this number until the package has been delivered. Please note that minor adjustments to the shipping rate may be required depending upon the country of shipment and the current shipping rates.
**Please allow at least 2-3 weeks for international orders to arrive.
The purchaser is responsible for paying any applicable taxes or duties that may apply. We do not calculate or collect import taxes or duties from you. It is the purchaser’s responsibility to check their local regulations and policies and abide by those. It is the responsibility of the purchaser to be sure the Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if you refuse the package or if it is refused by customs due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we cannot issue a refund.
Right of Withdrawal
Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason.
To exercise your right of withdrawal, click here: withdrawal form.
Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.
We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.
