Returns & Refunds

 

Customer satisfaction is very important to us, so please email us directly if you have any problems or questions about shipping or products.

Our team is available daily from 8 AM to 7 PM.

 

RETURNS

Our return policy is valid for 14 days. If more than 14 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. The item must also be in its original packaging.
Returns/exchanges of products that have had water contact will not be accepted, nor will personalized products.

To complete your return, we require a receipt or proof of purchase.
If you wish to return or exchange the purchased item, please email us first at email@kristyhair.de, providing a clear statement (e.g., a letter sent by post, fax, or email) informing us of your decision to withdraw from this contract.


Only partial refunds are granted in certain situations
* Items that are no longer in their original condition, are damaged, or have missing parts due to reasons not attributable to our error.
* Items returned after 14 days from delivery.


Refunds
Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.
If your refund is approved, it will be processed. A credit will then automatically be applied to your credit card or original method of payment within a few 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@kristyhair.de.


Exchanges
Exchanges are only granted for defective or damaged items. If you need to exchange an item for the same item, send us an email at email@kristyhair.de.

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 emailed 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 be informed about your return.

Shipping
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.

The time it may take for your exchanged product to reach you may vary depending on the country you live in.

If you are shipping an item over €75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.