Terms and  conditions 

Package content and returns
Read well all the product specifications before you order:
The contents are checked before they are shipped, against leakage and conformity.
From this point of view we guarantee that the content does not leak and the products delivered are accurate with your order.
The postal container is strong enough and the content is well protected against shocks.

Due to security reasons and in the absence of proof that the products have not been tempered with, no returns are accepted.
No refunds are offered in such cases.
The seller does not offer a “Money back guarantee” policy therefore no claims for return of goods based on the reasons described above are accepted.

If the package is delivered to you with damaged goods (this means that the content has been damaged and not that the box is deformed or dirty) or was opened in your absence – except customs, refuse the delivery and specify the reason in your delivery form.
Read further down the procedure for refunds in such cases.
You can contact your local postal office for more details regarding this procedure.
In this case we can claim and charge our insurance and you will get a second package, at no extra costs.
Be aware of the fact that in such cases there might be a delay of one month or more before you are able to solve your case and resend your order.
If you receive more than twice damaged goods or opened package we will stop the delivery at your address due to lack of quality of the postal services.
This measure is meant to avoid further costs associated with unreliable postal services and to spare you the disappointment of a long wait for another delivery.

Shipping & Delivery information
Orders are shipped as soon as the payment has been cleared. Your purchase is transported by the national postal services of the country of destination with which this carrier has contracted the distribution of the parcels. Please note that our customer service does not have access to personal details regarding the delivery of orders on the territory of the country of destination and, in specific cases, you may need to contact your national carrier to locate the item.

Traceability
Orders can be traced via the link provided in the confirmation e-mail.
Use the track code received by e-mail when your order has been confirmed by our team.
If you did not receive yet a confirmation code, please get in contact with our customer support department.
Note: the barcode can be used to track the status of the delivery only on the above sites.
The conversion of the barcodes happens automatically in the system of the foreign postal services, once the parcel arrives in the country of destination. Please consult the website of your national postal services fro more information regarding the conversion of barcodes.
The actual status of the parcel may vary, depending on the postal system of the destination country. Please be aware that you may be required to sign for the reception of the parcel. Due to this reason, shipping to P.O. boxes is not accepted. Make sure you indicate a correct physical address in your account.

Transit time
Within continental Europe: 6 to 12 days
Outside continental Europe: 10 to 21 days
The above intervals are indicative and that the actual delivery may be slightly delayed. Transit time is shown in effective business days, excluding Sunday and official holidays.

Your order might be delayed due to Customs checks.
The seller is not responsible for the transit time or the customs delays, should your package be retained by your authorities.
If your order has not arrived yet after the mentioned period of time, please be patient and wait another day or two, before submitting a support ticket.
The prices shown on the web site do not include import taxes or Customs duties. If applicable, such taxes will be paid by the client.

Refunds in case of non-delivery
All insured orders that were refused by the client due to damages of the content (meaning: the content has been damaged and not that the box is deformed or dirty) or the opening of the package in the absence – except customs, will be refunded within 30 days from the date of the official report.
The maximum refundable amount cannot exceed the amount of your order and it will be limited to the maximum extent of the liability covered by the postal carrier.
parcels sent using the standard not insured option, are not reimbursed and are not covered by any form of insurance. No refunds can be given in case of loss, damage, incorrect delivery or theft. We recommend you to choose the insured option for all your orders.

Procedure in case of refusal based on damaged goods or open package
Should the package arrive at destination damaged or opened do the following:

to substantiate your claim it is important that you take digital photographs of the condition of the package immediately as you receive it
refuse to sign for delivery and inform the delivery person what is the reason of refusal
file the same day a complaint with your local postal office
get in touch with our support team via our web site contact form and respond to our e-mails in a timely manner so we can expedite your request as soon as possible

Mailbox/Postal box orders
P.O. box orders are not accepted. All orders that were requested to be posted at a mail/postal box are automatically canceled and refunded within 30 days from the purchasing date. If the order is repeated with the same delivery information we will ban the client and no other purchases are possible on that account.

Inaccurate delivery information
All orders that contain inaccurate delivery information that lead to impossibility of the delivery, such as false names, addresses, incorrect zip/postal codes are charged by the carrier with a chargeback fee of €25. The chargeback fee plus the restocking fee of €10 will be passed onto the customer’s account. Please make sure you specify the correct delivery details. Consult the shipping & delivery page for more details.

We reserve the right to refuse or put a temporary hold on any orders that do not comply with the terms and conditions established in the current document and in the annex available on the shipping & delivery page. Furthermore, we reserve the right to block the access to specific functions and/or complete pages of the shop, should this be considered necessary for the protection of the customer and/or of the seller.

Refunds for returned items
The customer has the right to return the purchased items within 14 consecutive days from the effective date of their reception by the client, under the following conditions:

– the products must not be opened and/or used;

– the products must be returned in their original state and in the original quantity;

– the products must be returned to the address specified on the sender label;

If the items do not comply with the above conditions, no refunds will be offered.

The refunds will be issued within 90 days from the effective date of their reception of the items by the seller and in quantum of the paid amount minus shipping charges minus the restocking fee of €10.

The refunds will be processed using the same funding source used at the moment when the order was placed by the client.

We mention expressly that we do not refund in any other account, except the one from where the payment has originated.

Settlements and mediation
In all cases that involve undelivered goods, damaged packages, payment refunds and other issues related to the payment and delivery of our products we advise you to contact us as soon as possible via our web site’s contact page.
All the claims must be filed within two weeks from the date of the reception of the goods.
This date represents the date when you actually signed for delivery.
This ensures a fast and timely handling of your case.
We consider two weeks being a reasonable interval to file a complaint.
This is the reason why claims older than two weeks, after the date of the reception, will be denied.

Privacy policy and data collection by the seller
On this web site the following data is directly collected by an automated system:
web statistics that comprise unidentifiable, non-personal data such as country of origin, screen resolution, depth of color, operating system.
This information is solely used to improve the way visitors see our web site and can in no way lead to your personal identification.
The following information is not collected from our visitors: personal data such as name, address, social security number, credit card information, financial information, bank account status, credit limits and other personal identifiable information regarding your financial status are not accessible to nor collected by the seller.

Data collection by third parties, from the customers
The seller operates through third parties to finalize the on-line transactions.
The seller does not have access to your credit card or bank account information nor does it deal with it or store this information.
The credit card information, bank account information and other personal details are kept between you and these parties and we can in no way access it, control it or request details of your personal account.

Correct use of products and limitation of liability
The producer as well as the seller are not responsible for the consequences of incorrect or limited use of the presented products.
The customer has the possibility and obligation to learn about the compatibility of the products on www.keratene.com before he or she places an order. For detailed product information, please contact the customer support team via www.keratene.com.