A clear process when something goes wrong.
This policy sets the website framework for cancellations, returns and refunds. Product-specific rights and applicable law continue to apply.
1. Before requesting a return
Contact Keren promptly with your name, order details, contact number, the item concerned and the reason for the request. Do not discard packaging or evidence of damage where these may be needed to assess the request.
2. Incorrect, damaged or defective items
If an item supplied by Keren is incorrect, damaged on delivery or reasonably believed to be defective, contact Keren as soon as practicable. Keren will review the circumstances and advise on return, replacement or refund options as applicable.
3. Health, hygiene and opened products
For safety and hygiene reasons, certain opened, used, tampered-with or improperly stored wellness, personal-care or ingestible products may not be suitable for resale and may therefore be ineligible for a change-of-mind return, except where the product is defective, incorrect or applicable law requires otherwise.
4. Services and appointments
Consultation and service cancellation or rescheduling terms should be communicated during booking. Where an appointment has already been substantially performed, a refund may not be available merely because the client changes their mind afterward.
5. Approved refunds
Where a refund is approved, Keren will communicate the method and expected processing period. Payment-provider or bank processing times may affect when funds appear in the customer's account.
Ernestina should confirm Keren's final return window, appointment cancellation window, no-show rule and refund processing timeframe. These operational values have not yet been supplied, so this policy deliberately does not invent them.