Effective Date: July 8, 2026

At Kera Fine, we are dedicated to offer premium-quality professional hair care products. Each and every product we manufacture undergoes strict quality check procedures an is securely packed before dispatching. As our product fall under the category of personal care and cosmetics, we maintain a superior standard of hygiene and safety throughout the manufacturing, storage and shipping processes.

This return & refund policy has been made in accordance with the applicable provisions of the Consumer Protection Act, 2019 and the Consumer Protection (E-commerce) Rules, 2020. By placing order with www.kerafine.com, you acknowledge that you are agreeing to the terms and conditions mentioned in this policy.

1. Return Eligibility

You can only apply for return request if:

• The product received is damaged during transit.
• An incorrect product, size or variant was delivered.
• Manufacturing defect of the product.
• There is something missing in your order or the order is incomplete.

Return’s must be received within 48 hours of placing your order.

In order to qualify for a return:

• Product should be unused and unopened.
• The original packaging, labels, seals and invoice must be complete.
• The product should be delivered in the same condition as when it was returned.

2. Products Not Eligible for Return

We cannot take back items if they are NOT for hygiene or safety purposes such as:

• Opened or used item.
• Products that are broken or have missing seals.
• Items that are broken as a result of careless use, storage or handling.
• Products purchased during clearance sales, special promotions, or final sale offers unless they were received damaged or incorrect.
• Freebies, gifts, or giveaways.
• Purchased from unauthorised sellers or third-party marketplaces.

3. How to Raise a Return Request

Please reach our Customer Support before 48 hours after delivery for requesting a return.

Please provide:

• Order ID
• Full Name
• Registered Mobile Number
• Reason for return
• Clear photographs of:
  • The product
  • Outer packaging
  • Shipping label

A complete unboxing video where the package is opened and the product is shown to be damaged, leaking, missing, or wrong claim (required for product claims which are damaged, leaking, missing or incorrect claims).

If a request is made without adequate substantiating documentation, then it may not be approved.

4. Return Verification

After your request has been received:

• We will take a look at the details in 2 business days.
• If additional information is required, we will contact you.
• A reverse pick-up will be arranged, if possible, upon approval.

In the event that there is no reverse pickup in your area, shipment may be requested to our designated return address. Reasonable courier rates will be refunded if applicable, upon verification.

5. Quality Inspection

All products that come back to our warehouses are inspected for quality.

A return is not accepted when:

• The product has been opened or used.
• Packaging and seals are missing.
• The returned product is not in keeping with the promise.
• The product is intentionally damaged or altered.

If the return is refused on inspection, the product can be returned to the customer.

6. Refund Policy

A refund will be sent out once:

• The returned product has been received.
• The quality inspection has been carried out.
• The return request has been approved.

Refunds will be made by the original payment used to place the order.

If the payment option is not available, our support staff will call you to make alternative arrangements for your refund.

7. Refund Timelines

After approval:

Credit timelines will vary depending on your bank or payment provider.

8. Shipping Charges

Shipping cost, convenience cost and Cash on Delivery (COD) cost is not refundable unless:

• An incorrect product was shipped by Kera Fine.
• Damaged product.
• The order was cancelled by Kera Fine prior to shipment.

9. Replacement Policy

If practical, Kera Fine can provide an alternative item to replace a refund for the following:

• Damaged products
• Incorrect products
• Manufacturing defects
• Replacement requests are dependent on stock.

If a replacement cannot be made a full eligible refund will be made.

10. Cancellation Policy

Before Dispatch

• Orders placed can be cancelled prior to delivery with our Customer Support.
• Any prepaid orders will be refunded via the same payment method used.

(Note: If your order is still in the Processing stage and has not been shipped, you may request a cancellation. A 2% cancellation fee will be deducted from the refund to cover the non-refundable payment gateway charges incurred by Kera Fine.)

After Dispatch

• Orders cannot be cancelled once they have been shipped.
• In the event of a customer who refuses to take delivery without a valid reason, any eligible refund will be adjusted for shipping and handling.

11. Orders Lost in Transit

If your order is not received within 7 business days from the date of the estimated delivery time, please contact our Customer Support.

We will start an investigation with our logistics partner.

If the shipment is confirmed by the logistics partner to be lost in transit, Kera Fine will provide one of the following resolutions:

• Send a replacement free of charge,
• Give a complete refund.

12. Fraud Prevention

In order to safeguard our customers and our business, Kera Fine reserves the right to refuse any return or refund request that we believe is fraudulent, abusive or otherwise at odds with this policy.

Further return may lead to other orders being rejected or limited.

13. Need Help?

If you have any questions about returns, refunds or replacements, please let us know.

Kera Fine Customer Support

• Email: support@kerafine.com
• Website:kerafine.com
• Business Hours: Monday – Saturday | 10:00 AM – 6:00 PM (IST)

Our Commitment

We believe in providing superior quality professional hair care products with no hidden policies and excellent customer service at Kera Fine. Each return and every refund is assessed fairly, promptly, and by adhering to this policy to provide a smooth shopping experience.