Customer Service Return Policy
Information About Returns
At Kérastase, we appreciate your business and stand behind the quality of our products. If for any reason you are not completely satisfied with your purchase, simply return it by following the steps below. Please note that items purchased from Kerastase-usa.com must be returned to Kerastase-usa.com. They cannot be returned to a Kérastase Consultant Salon.
- On the packing slip that accompanied your order, fill in the Return Form for each item you wish to return.
- Detach and enclose the Return Form, along with the product(s) you are returning, in the original packaging if possible.
- Peel off the pre-printed Return Label on the front of the packing slip and adhere it to the return package.
- We recommend that you send your return via UPS or insured Parcel Post for your protection and to ensure prompt delivery.
- Refunds on shipping are credited only when an item is incorrectly shipped or arrives defective or damaged.
*Due to U.S. Department of Transportation/USPS shipping regulations, the following products are required to ship by ground within the United States:
- Mousse Curl Ideal
- Densimorphose Treatment Mousse
- Mousse Bouffante
- Laque Dentelle
- Laque Couture
- Laque Noire
- Spray a Porter
- Elixir Ultime Bi-Phase Spray Oil
- Fibre Architecte
- Traitement Intensif Anti-Affinement
- Serum Therapiste (regulated if more than 119 gallons)
- Sérum Oléo-Relax (regulated if more than 119 gallons)
- Elixir Ultime Oil (regulated if more than 119 gallons)
- Travel Size Product
If your return contains one of these products, the entire shipment must ship by ground.
If your return DOES NOT contain one of these products, please ensure that your return shipper DOES NOT display an ORM-D sticker.
If you buy Kérastase products from unauthorized retailers or other unauthorized sources, we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter.
If you are unsatisfied with a product, you may exchange or return it within 90 days of purchase with your original receipt. We cannot accept returns on overly used products. Shipping and handling are not included in refunds.
Returns for purchases made in a Kérastase Consultant Salon may not be returned to Kerastase-usa.com.
If you should need further information regarding the return of any Kérastase products, please do not hesitate to call us at 1-877-254-9949, and we will be happy to assist you however we can.
For Salon Professionals
At Kérastase, we are proud of our selective distribution to luxury salons nationwide. If you are interested in joining our elite group of salons, please visit the For Professionals page. Some of the benefits of becoming a Kérastase Consultant Salon include:
- Selective direct distribution to top 1% of salon base in the US
- Affiliation with industry leaders in every market
- Public relations
- High performing products with patented technology
- Elevated salon experience for clients = point of differentiation
- Semi-annual business review and continual in-depth business analysis
- Consistent in-salon support via EBC or EA for initial launch training and on-going product knowledge
- Merchandising and collateral support
- Exclusif.K Rewards Program
- Salon Expert Program