Refund policy

Returns and Refunds Policy

Effective Date: November 27, 2025

At Karseell (operated by Guangzhou Chinchy Cosmetics Co., Ltd.), we stand behind the quality of our professional hair care products and want you to be completely satisfied with your purchase. This Returns and Refunds Policy outlines our guidelines for returning items and processing refunds. By placing an order on karseell.shop (the "Site"), you agree to these terms. We reserve the right to update this policy at any time; we'll notify you of material changes via email or on the Site.

For questions, contact us at info@karseell.com or +86 139 2610 1130.

1. Eligibility for Returns

We accept returns for most products within 30 days of the original purchase date, provided the items meet our criteria:

  • Condition: Products must be unopened, unused, in their original packaging, and in the same condition as received (including all tags, labels, and accessories).
  • Receipt: You must provide your original order confirmation or receipt (accessible via your account on the Site).
  • Non-Returnable Items: Due to hygiene and safety reasons, we cannot accept returns of:
    • Opened or used products (e.g., hair masks, oils, shampoos).
    • Personalized or custom-made items.
    • Final sale items (marked as such at purchase).
    • Perishable goods or items damaged by improper handling post-delivery.

Returns initiated after 30 days will not be eligible, but you may contact us for case-by-case exceptions (e.g., defective products).

2. Return Process

Follow these steps to return an eligible item:

  1. Initiate the Return: Log into your account on karseell.shop, go to "My Orders," and select the item to return. Alternatively, email us at info@karseell.com with your order number, reason for return, and photos of the item (if applicable).
  2. Receive Authorization: We'll review your request within 2-3 business days and issue a Return Authorization (RA) number if approved. Note: Unauthorized returns will not be processed.
  3. Pack and Ship: Securely package the item with the RA number clearly labeled. Use the prepaid return label we'll provide (for domestic returns; international customers see below). Ship via a trackable carrier.
  4. Inspection: Upon receipt (typically 5-10 business days), we'll inspect the item. If it meets our condition standards, we'll process your refund.
  5. Refund Timeline: Refunds are issued to your original payment method within 5-7 business days of inspection approval. Note: It may take additional time for your bank or card issuer to reflect the credit.

We do not cover return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).

3. Refunds

  • Full Refund: Eligible for the purchase price of the item(s), excluding original shipping fees.
  • Partial Refund: For damaged items not requiring full return (e.g., minor defects), we may offer store credit or partial reimbursement at our discretion.
  • Shipping Fees: Original shipping is non-refundable; return shipping is your responsibility unless specified.
  • Exchanges: We encourage exchanges for size/color issues where possible—request this during the return process.

All refunds are processed in the original currency of the purchase (e.g., USD).

4. Defective or Incorrect Items

If you receive a damaged, defective, or incorrect product:

  • Contact us immediately (within 7 days of delivery) with photos and order details.
  • We'll arrange a free replacement or full refund, including return shipping.
  • For quality issues, our products come with a satisfaction guarantee—reach out for hassle-free resolution.

5. International Returns

For customers outside China:

  • We ship worldwide, but return shipping is at your expense.
  • Duties, taxes, and import fees on returns are your responsibility.
  • Use a reliable international carrier (e.g., DHL or FedEx) and include tracking.
  • Refunds will account for any applicable currency conversion fees.

Please check your local customs regulations before returning.

6. Exceptions and Limitations

  • Bulk or Wholesale Orders: Special terms apply; contact our wholesale team at info@karseell.com.
  • Promotional Discounts: Returns may affect applied discounts (e.g., full refund could reduce total if part of a bundle).
  • Force Majeure: Delays due to unforeseen events (e.g., weather, strikes) may extend timelines.
  • This policy complies with applicable consumer laws, including those in the EU (e.g., 14-day cooling-off period where required) and US (e.g., state-specific rules).

7. Contact Us

If you have questions about a return or need assistance: Guangzhou Chinchy Cosmetics Co., Ltd. Address: Room 1616, No. 395 Jianpeng Road, Helong Street, Jiahe Lianbian Village, Baiyun District, Guangzhou, China Phone: +86 139 2610 1130 Email: info@karseell.com

We're here to make it right—your satisfaction is our priority. Thank you for choosing Karseell for your hair care needs!