Kerastase Return Policy (2026 Guide: 30 Days, Eligibility & How-To)
Buying luxury hair care is an investment. Whether you purchased a specific shampoo for dry hair or a high-end serum, sometimes the product just isn't the right match. If you are looking for the Kerastase return policy, you likely need to know if you can get your money back, how long you have, and if you can return an opened bottle.
The standard policy allows for a 30-day return window for online orders made directly through their US website. However, there is a major catch: items must usually be unused and unopened to qualify for a refund.
This guide covers everything you need to know about the Kerastase return policy, including how to handle return shipping costs, what to do if you bought the product at a salon, and how to start the process. All information is verified as of late 2025 to help you manage your returns without stress.
Overview of Kerastase Return Policy
Before packing up your box, check this summary table to see if your item qualifies. Kerastase is stricter than some other beauty retailers, especially regarding product condition.
| Topic | Details |
|---|---|
| Return Window | 30 days from the delivery date (USA). |
| Item Condition | Must be unused, unopened, and in original packaging. |
| Return Method | Online return via mail only (for website purchases). |
| Refund Method | Refunds go back to your original form of payment. |
| Shipping Fees | You pay for return shipping (unless the item is defective). |
| Exchanges | Direct exchanges are not standard; returns are preferred. |
| Salon Returns | Items bought at a salon must be returned to that salon. |
Quick Eligibility Checklist
If you can answer "Yes" to these three questions, your return should be approved:
- Did you buy the item specifically from kerastase-usa.com?
- Is the product unopened and unused?
- Was the package delivered less than 30 days ago?
Return Window & Eligibility
Understanding the timeframe is critical. The Kerastase return policy is firm on its deadlines, and missing the window usually means your return will be rejected.
The 30-Day Rule (USA)
For customers in the United States, you have 30 days from the date your package was delivered to initiate a return. This does not mean you have 30 days to decide-it means the return process should be started and the item ideally on its way back within this timeframe.
- UK Customers: If you are purchasing from the UK site, the window is generally 14 days to notify them of a return, aligning with local consumer laws.
Condition Requirements
This is the most important part of the policy. Unlike some beauty retailers that allow you to return a bottle that is half-empty because you didn't like the scent, Kerastase generally requires products to be unopened.
- Seals: If the hygiene seal is broken, the return may be denied.
- Packaging: Original boxes and tags must be intact.
- Usage: Overly used products are strictly non-returnable.
Online vs. In-Store Eligibility
Kerastase products are sold in many locations, including Sephora, high-end salons, and authorized retailers.
- Website Purchases: The policy in this guide applies only to orders placed on the official Kerastase website.
- Salon/Retailer Purchases: If you bought your product at a local salon or a store like Sephora, you cannot return it to the Kerastase website. You must follow the return policy of that specific store.
Tip: If you are a stylist or salon owner looking for return information on professional products, you might need to check the SalonCentric return policy guide or the Cosmoprof return policy for wholesale specifics.
How to Return Items to Kerastase
Since Kerastase does not have physical "Kerastase" stores (they only sell through salons and their site), all website returns must be handled by mail. There is no option to drop off an online order at a salon.
Step-by-Step Online Return Process
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Locate Your Order Number: Find your original confirmation email or the packing slip that came with your box. You will need the order number to proceed.
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Contact Customer Support: Unlike some stores with an automated button, Kerastase often requires you to contact them to initiate the process or get specific instructions. You can use the "Contact Us" form on their website or call their support line.
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Prepare the Package: Place the unused items back in the original shipping box if possible. Include the original packing slip inside the box. If you lost the slip, write your order number on a piece of paper and include it.
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Label and Ship: Address the package to the return address provided by customer support.
- Note: You are responsible for paying the shipping cost. We recommend using a trackable shipping method (UPS, FedEx, or USPS with tracking) so you can prove the item was delivered.
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Track Your Refund: Keep your tracking number until you see the credit appear on your bank statement.
Returning Defective or Damaged Items
If your shampoo arrived leaking, the pump is broken, or you received the wrong mask, the process is different.
- Do not just mail it back immediately.
- Contact Support First: Take photos of the damage.
- Kerastase will typically cover the return shipping costs for damaged or incorrect items and will likely send you a prepaid label or issue a full refund including shipping.
Refund Methods & Processing Time
Once you have mailed your package, you are probably wondering when you will get your money back.
Refund Method
Refunds are issued to the original form of payment.
- Credit/Debit Card: The money goes back to the card used.
- PayPal: Funds return to your PayPal account.
- Gift Cards: If used, you may receive store credit or a new gift card code.
Processing Timeline
- Internal Processing: It takes approximately 1 to 2 business days for Kerastase to process the return once it arrives at their facility.
- Bank Posting: After they release the funds, it generally takes another 3 to 5 business days for your bank to show the money in your account.
- Total Time: Expect the entire process (shipping + processing + bank time) to take about 1 to 2 weeks.
Exchange Policy
Does Kerastase offer direct exchanges? generally, no.
The Kerastase exchange policy is not set up for direct swaps (e.g., swapping a shampoo for a conditioner).
- Standard Procedure: The recommended method is to return the unwanted item for a refund and place a brand-new order for the correct item.
- Exceptions: If an item is defective, customer support may send a replacement ("exchange") rather than a refund, but this is handled on a case-by-case basis.
If you are looking for policies on hair tools or other beauty equipment often sold alongside hair care, you might find the L'ange return policy helpful for comparison.
Non-returnable or Restricted Items
To avoid frustration, double-check that your item isn't on the "non-returnable" list.
- Used or Opened Products: If the seal is broken or a significant amount of product is missing, the return will likely be rejected.
- Salon Purchases: Items bought at a salon cannot be returned online.
- Third-Party Retailers: Items bought at Amazon, Sephora, or Ulta must be returned to those stores.
- Final Sale Items: Discontinued products or items marked as "Final Sale" or "Last Chance" (often discounted up to 25%) are not eligible for return.
- Hazardous Materials: Some aerosol products (like hairspray) have shipping restrictions. While returnable, they must be shipped via Ground service.
Fees, Deductions & Exceptions
Nobody likes hidden fees. Here is what you need to expect regarding costs.
Return Shipping Costs
- Customer Pays: For standard returns (change of mind, didn't like the product), the cost of return shipping is your responsibility.
- Defects: If the error is on Kerastase (wrong item, damaged), they cover the cost.
Original Shipping Charges
- Standard Shipping: If you return your full order, Kerastase typically refunds the cost of standard shipping.
- Express Shipping: If you paid extra for overnight or expedited delivery, that extra fee is usually not refundable.
Restocking Fees
Kerastase does not currently charge a specific restocking fee for returned items, provided they meet the condition requirements.
Holiday & Extended Return Policies
Many retailers offer extended windows during the holidays (e.g., buying in November and returning in January).
- Standard Rules Apply: Currently, there is no official advertised holiday extension for Kerastase. The standard 30-day return window applies to Black Friday and Cyber Monday purchases unless specific promotional terms state otherwise.
- Advice: If you are buying a gift early (e.g., in October for Christmas), be aware that the return window might expire before the recipient opens the gift.
Customer Support & Contact Information
If you have a complicated return or need a label for a damaged item, you will need to reach out to the Kerastase team.
- Phone: Check the "Contact Us" page on their website for the current toll-free number.
- Hours: Support is generally available Monday through Friday, 9:00 AM to 6:00 PM EST.
- Email/Form: You can submit a request via their online contact form. Make sure to include your order number.
- Live Chat: Look for the chat icon on the bottom right of their website for quicker answers during business hours.
FAQ: Common Questions About Kerastase Returns
Does Kerastase accept returns without a receipt?
Strictly speaking, you need proof of purchase. For online orders, your order number acts as your receipt. If you lost your email, contact customer support with your email address and billing details so they can look it up. For salon purchases, you absolutely need the physical receipt.
Can I return used products to Kerastase?
Generally, no. The policy states items must be unused and unopened. Unlike retailers like Sephora which allow returns on "gently used" items, the official Kerastase return policy is stricter. If you are unsure, contact support before shipping it back.
How long does a refund take?
Once the warehouse receives your package, it takes 1 to 2 business days to process. After that, your bank may take 3 to 5 business days to post the funds.
Does Kerastase offer free return shipping?
No, not for standard returns. If you simply changed your mind, you must pay for the shipping label. They only cover shipping if the item is defective or incorrect.
Can I return an online order to a salon?
No. Salons are independently owned businesses. They cannot access the inventory or payment systems of the official Kerastase website. You must mail online returns back to the warehouse.
What if my package was damaged in transit?
Take photos of the box and the product immediately. Do not throw anything away. Contact customer support right away to initiate a damage claim and get a free replacement or refund.
Is there an exchange policy for the wrong hair type?
Kerastase does not offer direct exchanges. If you bought a mask for dry hair but needed one for oily hair, you should return the unopened jar for a refund and buy the correct one separately.
Can I return a gift?
If you received a gift bought from the website, you will need the original order number to process a return. Refunds will likely go back to the original purchaser's card, which can be awkward. Contact support to see if store credit is an option, though it is not guaranteed.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Kerastase website or with your local store. Information verified December 2025.
Found this helpful? Bookmark this page for the latest Kerastase return policy updates and check our other guides before your next purchase.
