Refund and ~

Returns Policy

Overview

How long do I have to make a return?

15 days after order is marked as delivered in the tracking page.

How do I make a return?

Within 15 days after receiving the order, if you are dissatisfied with it and want to return any item, please contact our Customer Service Team by email customerservice@kkulturehaircare.com to begin the process, stating:

1. The order number.
2. The items name you wish to return.
3. The reason for return.

Our Customer Service Team will review your case and send you all the instructions. The procedure is very simple.
 
For returns by standard shipping, please note that it´s essential that you provide us with the tracking number of your return to guarantee that it´s cleared as a return and no taxes are applied.
 

Once it arrives at our facilities, the item(s) will be refunded within a maximum of 7 working days.

Important note: We do not work with exchanges, only returns.
 
Please see below the conditions and criteria used by our Customer Service Team to evaluate your request:
  • ReFUNDAble ORDERS
    • Unfulfilled Orders: These are orders that we haven’t shipped out to you yet and are still being processed.
    • Orders that are out of stock or presently unavailable.
  • UNReFUNDAble ORDERS
    • Orders that have not exceeded the fulfilment time as stated on the checkout page.
    • Orders that are already being fulfilled.  Due to the involvement of third-party logistic companies, we are unable to recall any fulfilled orders. Hence, we cannot offer a refund for these as they have already been dispatched to you.

We fulfil orders within 3-5 working days within the UK and within 5-10 working days for international delivery.

  • Returnable Items
    • Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);
    • Faulty items damaged/broken during transportation;
  • Non-returnable items
    • Products purchased in promotion for nearing expiry date;
    • Open, used products;
    • Any issue with the products detected after the 15 days of being delivered has passed.
 
Return Shipping Fees
1. Shipping fees to return the items are at the customer’s own expense – (excluding situations of wrong/damaged/faulty items).
a) Return by Standard Mail: Please consult your local post office to confirm the actual return shipping fee. We advise you to use the cheapest and registered (with tracking) airmail method that is available. You need to provide us the return tracking number. 

b) Return by DHL or UPS: Please contact us at customerservice@kkulturehaircare.com, so we can advise with shipping instructions and schedule the return with the courier.

2. If a return is charged by UK Customs, we will not clear it and they will send the package back to sender. Our customer care team will explain the procedure to avoid the charge.
 

What Happens After I Make A Refund Request?

Once your return is received and inspected, we will send you an email to notify you that we have received 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, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next 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 {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at customerservice@kkulturehaircare.com and send your item to an address we will provide you with via email.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need Help?

Contact us at customerservice@kkulturehaircare.com for questions related to refunds and returns.