Return Policy

1. Our Return Philosophy

Due to the professional nature of our molecular hair systems and strict hygiene regulations surrounding cosmetic products in the United Kingdom, we maintain a specific return protocol. Our goal is to ensure that every salon and professional receives untampered, high-integrity biological formulas in compliance with UK Cosmetics Regulation.

2. 14-Day Cooling-Off Period

In accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receipt for any reason.

Important: Condition of Goods

For a full refund to be approved, the product must be unopened, unused, and in its original hermetically-sealed packaging. Once the security seal on a Keratin Pro Mastery system is broken, it is no longer eligible for return due to chemical stability, health protection, and regulatory compliance reasons.

3. How to Initiate a Return

To initiate a return, please follow the Sovereign Protocol:

1. Contact our support team at support@keratintreatment.co.uk with your order ID within 14 days of receipt.
2. Provide photographic evidence that the security seals are intact.
3. Once approved, you will receive a Return Merchandise Authorisation (RMA) code by email.
4. Goods must be returned to our Luton Logistics Facility at your own cost using a tracked shipping service. We cannot accept liability for returns lost in transit without tracking.
5. Upon receipt and verification of unbroken seals, a refund will be issued to the original payment method within 14 business days.

4. Damaged or Defective Goods

If your shipment arrives damaged or shows a manufacturing defect, please notify us within 48 hours of delivery with photographic evidence. We will arrange a priority replacement or full refund including shipping costs upon verification of the defect.

5. Professional / B2B Orders

For wholesale and B2B orders placed via Alibaba, Faire, direct purchase orders, or trade accounts, the following applies:

• Wholesale orders are final sale unless goods arrive damaged or defective.
• Quality or defect claims must be reported within 7 calendar days of delivery.
• Replacement or refund is issued at our discretion following batch verification.
• Trade Assurance terms on Alibaba follow platform-specific timelines and apply in parallel.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please send us an email at support@keratintreatment.co.uk.

7. Non-Returnable Items

The following items cannot be returned or refunded:

• Products with broken or tampered security seals (hygiene and safety reasons).
• Digital courses, training materials, and app subscriptions once accessed.
• Items marked as final sale or promotional items discounted by more than 40%.
• Custom-labelled or private-label orders manufactured to buyer specifications.

8. Refund Processing Time

Once your return is received and inspected, we will notify you of the approval or rejection of your refund by email. If approved, your refund will be processed automatically to the original payment method within 14 business days. Please note that banking timelines may add a further 3-5 business days to the reflection of funds in your account.

9. Late or Missing Refunds

If you have not received your refund within 20 business days of return approval, please first check your bank account and contact your card issuer. If you have completed these steps and still have not received your refund, contact us at support@keratintreatment.co.uk.

10. Your Statutory Rights

This policy does not affect your statutory rights under the UK Consumer Rights Act 2015. For more information about your rights, please visit Citizens Advice.

Contact

For any questions about our refund and returns policy, please contact us at:
support@keratintreatment.co.uk
Sovereign Chain Ltd · 125 Westmorland Avenue, Luton, LU3 2PT, UK