Refund policy

Returns & Refund Policy

Returns

Due to the nature of skincare and personal care products, hygiene and safety are our top priorities.

We offer a 30-day return window from the date you receive your order only for unopened, unused, and sealed products.

To be eligible for a return:

  • The item must be unused, unopened, and in its original packaging

  • All seals, tags, and labels must be intact

  • A receipt or proof of purchase is required

To start a return, please contact us at kertih.store@gmail.com.
Once your return request is approved, you will receive instructions on how to send your item.

 

Returns sent without prior approval will not be accepted.

 

📍 Return Address:
41 Haberstrasse
Leverkusen 53173
Germany

Damages & Issues

Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of receiving the order at kertih.store@gmail.com, including clear photos of the issue. We will review and resolve the matter promptly.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Opened or used skincare and beauty products

  • Personal care items once unsealed

  • Sale or discounted items

  • Gift cards

If you are unsure whether your item qualifies, please contact us before initiating a return.

Exchanges

We do not offer direct exchanges.
If your return is approved, we recommend placing a new order once your refund has been processed.

European Union – 14-Day Cooling-Off Period

For orders shipped within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.

Please note:

  • Products must be unopened, unused, and sealed

  • Opened or used personal care products are not eligible for return due to hygiene regulations

Refunds

Once your return is received and inspected, we will notify you of the refund status.

If approved:

  • Refunds will be issued to the original payment method

  • Processing may take up to 10 business days

  • Banks or card providers may take additional time to reflect the refund

If more than 15 business days have passed since approval, please contact us at kertih.store@gmail.com.