Refund Policy
Return Eligibility and Timeframe
Customers have a sixty-day return window from the delivery date. Most merchandise may be returned for a full refund if items remain in original condition with tags intact. This applies to all eligible categories. Worn, washed, or altered items may receive partial refund or be deemed ineligible.
Returns require proof of purchase such as an order confirmation or order reference number. Products should be repackaged securely to prevent return transit damage. We may reduce refunds for items returned without essential components or with improper repackaging.
The return window of sixty days is calculated from the first delivery attempt as recorded by the carrier tracking system, regardless of whether the recipient was present to accept the parcel at that moment. Multi-shipment orders each carry their own return window. We encourage prompt review of purchases and early return initiation.
How to Initiate a Return
Returns are initiated through the dedicated returns portal accessible from the customer account dashboard on kerasal.com. After logging in, the customer selects items, indicates a return reason, and submits the request. The system generates a return authorization and prepaid shipping label instantly. No telephone calls or extended approval waiting periods are required; the automated returns infrastructure handles authorization in real time.
The prepaid label covers all return postage through our carrier network. Labels can be printed at home or scanned at carrier drop-off locations. Retain the return tracking receipt until the refund is processed.
For portal difficulties, alternative return channels are available through support. Representatives can manually create authorizations and send return labels. Support-issued labels carry the same prepaid benefits.
Refund Processing and Timelines
Returned items are inspected upon arrival to verify condition and compliance. Inspection concludes within two business days. Approved returns trigger refund to the original payment method. The refund cycle completes within five to ten business days.
Refunds are issued in United States Dollars. The refund equals the purchase price plus collected sales taxes. Under our free shipping policy, no shipping charges apply. Refund posting times depend on the financial institution processing cycles.
If a return shows delivered but is not in our records, we initiate a receiving investigation. Retain tracking details as proof of return shipment. Our returns department logs all returns processed through kerasal.com and can trace the complete lifecycle of any return authorization from label issuance to final refund disbursement.
Non-Returnable Items and Exceptions
Some categories are excluded for health, hygiene, or safety reasons. Non-returnable items include opened intimate apparel, personal care products with broken seals, perishables, and final sale merchandise. Digital products and downloads are non-returnable once accessed.
Customized products are ineligible for return unless they arrive with a defect or customization error. These products are clearly marked on product pages and during checkout on kerasal.com, giving buyers the opportunity to make informed purchasing decisions before committing to transactions involving personalized goods.
Gift cards, store credits, and vouchers are non-refundable and cannot be exchanged for cash. Discounted items are refunded at the price actually paid. Review promotional conditions as they may modify standard policy provisions.
Damaged or Defective Merchandise
Damaged or defective merchandise is prioritized for resolution. Document the issue with photographs and contact support within seven days of delivery. Visual evidence enables rapid assessment for a refund, replacement, or partial refund.
For verified claims, we cover all return shipping costs. A prepaid label is issued for damaged items at no charge. For minor damage with clear photos, we may process refunds without a physical return.
Replacements are processed with standard dispatch priority within one to three business days. Replacements ship via standard delivery with complimentary shipping. If a replacement also has issues, a full refund follows with root cause investigation. We maintain defect records to drive continuous improvement.