Privacy , Shipping, and Refund policy

Shipping policy

We offer free shipping in the USA. The purchased amount required may vary
FedEx 2 business days shipping is offered for calculated rate at discounted checkout (not available for PO Boxes) may not be available in all areas.

We offer International shipping- Rates are estimated and calculated at checkout based on the destination country and weight.

Your order may be subject to import duties, fees and taxes (including VAT), which are incurred once a shipment reaches your destination country. Keratin Research is not responsible for these charges if they are applied and are your responsibility as the customer.

We ship to: United states, Canada,
Ireland, Netherlands, Norway, Sweden, Switzerland, United Kingdom, Canada, Bahrain, Brunei, China, Israel, Japan, Kuwait, Malaysia, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Austria, Denmark, Finland, France, Germany, Iceland, Luxembourg, Poland, New Zealand, Australia, Greece, Åland Islands, Albania, Andorra, Armenia, Belarus, Belgium, Bosnia & Herzegovina, Bouvet Island, Bulgaria, Croatia, Cyprus, Czechia, Estonia, Faroe Islands, Gibraltar, Greenland, Hungary, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Malta, Mayotte, Moldova, Monaco, Montenegro, North Macedonia, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard & Jan Mayen, Ukraine, We may add r remove countries and services form time to time as countries may change their rulles and/or restrictions

In cases where orders are undeliverable due to customers supplying incorrect or incomplete shipping information.
At our discretion we may reship returned or lost orders without additional charges. However if the customer is requesting a refund we will deduct the shipping cost, the return shipping cost (if any) and 15% restocking fee from the original purchase amount. In cases where international orders are undeliverable due to customers supplying incorrect or incomplete shipping information, not paying import taxes and or any other local fees in their country, not responding to courier calls and or demand for additional information, At our discretion we may reship returned or lost orders without additional charges however if the customer is requesting a refund we will deduct the shipping cost, the return shipping cost (if any) and 15% restocking fee from the original purchase amount. 

 

Return/refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return of an unopened item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide your order number and your details. If you have used the item and you are not satisfied please contact us and we will make it right by replacing and or offer another item that may work for you. At our discretion we may refund you with the exception of  the outgoing shipping and handling costs. We care and we always help. Your satisfaction is our goal.

We do not provide a return label or pay for return shipping costs from countries outside the USA.


To start a return, you can contact us at csrv@keratinresearch.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at csrv@keratinresearch.com.

 

Agreed Delivery Method: As most shipping companies have adopted new delivery methods, all packages will now be left near the front door of the house. In apartment buildings, they may be left with the front desk, if available, or simply on the mailroom floor. For USPS, small packages that fit will be placed inside the mailbox. By placing an order with us, you hereby agree to accept deliveries using the methods mentioned above. Consequently, packages with a "DELIVERED" tracking status will be considered delivered, and you shall not dispute their delivery status.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges (Unopened item in the USA)
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Other important terms
In cases where orders are undeliverable due to customers supplying incorrect or incomplete shipping information.
At our discretion we may reship returned or lost orders without additional charges. However if the customer is requesting a refund we will deduct the shipping cost, the return shipping cost (if any) and 15% restocking fee from the original purchase amount. In cases where international orders are undeliverable due to customers supplying incorrect or incomplete shipping information, not paying import taxes and or any other local fees in their country, not responding to courier calls and or demand for additional information, At our discretion we may reship returned or lost orders without additional charges however if the customer is requesting a refund or denied the package we will deduct the shipping cost, the return shipping cost (if any) and 15% restocking fee from the original purchase amount.

 

Agreed Delivery Method: As most shipping companies have adopted new delivery methods, all packages will now be left near the front door of the house. In apartment buildings, they may be left with the front desk, if available, or simply on the mailroom floor. For USPS, small packages that fit will be placed inside the mailbox. By placing an order with us, you hereby agree to accept deliveries using the methods mentioned above. Consequently, packages with a "DELIVERED" tracking status will be considered delivered, and you shall not dispute their delivery status.

Privacy policy

This privacy policy sets out how this website (hereafter "the Store") uses and protects any information that you give the Store while using this website. The Store is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. The Store may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

 

What we collect

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by letting us know using our Contact Us information

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us this request using our Contact Us information.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

Cookie Name Cookie Description
FORM_KEY Stores randomly generated key used to prevent forged requests.
PHPSESSID Your session ID on the server.
GUEST-VIEW Allows guests to view and edit their orders.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history, if you have asked for this.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
MAGE-CACHE-SESSID Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-STORAGE Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-STORAGE-SECTION-INVALIDATION Facilitates caching of content on the browser to make pages load faster.
MAGE-CACHE-TIMEOUT Facilitates caching of content on the browser to make pages load faster.
SECTION-DATA-IDS Facilitates caching of content on the browser to make pages load faster.
PRIVATE_CONTENT_VERSION Facilitates caching of content on the browser to make pages load faster.
X-MAGENTO-VARY Facilitates caching of content on the server to make pages load faster.
MAGE-TRANSLATION-FILE-VERSION Facilitates translation of content to other languages.
MAGE-TRANSLATION-STORAGE Facilitates translation of content to other languages.