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At KEM BEAUTY, we are committed to providing high-quality hair products and professional services. Please read our policies carefully before placing an order or booking an appointment.
RETURNS & EXCHANGES
We want you to be happy with your purchase. However, due to hygiene and the nature of hair products, certain products may not be eligible for return once they have been opened, worn, altered, washed, coloured, cut, brushed, installed or otherwise used.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
If you wish to return an eligible product, please contact us within the applicable withdrawal period. The product must be returned in its original condition and packaging. You’ll also need the receipt or proof of purchase.
Return shipping costs are the responsibility of the customer unless otherwise required by applicable law.
Refunds will be processed in accordance with applicable consumer law after the returned item has been received and inspected.To start a return, please contact us.
CUSTOM & PERSONALIZED PRODUCTS
Custom-made wigs, customized hair, clip-in extensions and other personalized products are made specifically according to the customer’s requirements.
Because these products are personalized, the statutory right of withdrawal may not apply where the law provides an exception for goods made to the customer’s specifications or clearly personalized.
Before production begins, please make sure that all measurements, lengths, colours, textures and other specifications provided to KEM BEAUTY are correct.
DAMAGED OR INCORRECT ORDERS
If your order arrives damaged or you receive an incorrect item, please contact KEM BEAUTY as soon as possible, within 24 our.
Please provide your order number and clear photographs of the packaging and product so that we can investigate the issue.
Do not alter, wash, cut or install the product before contacting us regarding a potential issue.
CUSTOMER RESPONSIBILITY
By placing an order, the customer confirms that the information provided during checkout is correct.
Customers are responsible for checking product descriptions, measurements, lengths, textures and other specifications before purchasing.
If you are unsure which product is suitable for you, please contact KEM BEAUTY before placing your order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Shipping Carriers and Deliveries
We are not responsible for any lost or damaged items once they leave our possession. We will work diligently to get your items to you in one piece, in a timely manner and reconcile most issues that may occur during transit. However, the responsibility of lost and/or damaged items does not fall solely upon us. If you have any issues or concerns regarding lost or damaged items, feel free to contact the shipping carriers.