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Refund, Return & Damage Policy

At TMTKeratin, we are committed to providing premium-quality hair care products that meet the highest standards of safety, hygiene, and performance. As a brand in the beauty and personal care category, we take product integrity seriously to ensure that every customer receives fresh, uncontaminated products.

Return & Refund Policy

Due to the nature of our products, all sales are final. We do not accept returns, exchanges, or offer refunds under any circumstances, including:

• Change of mind

• Incorrect purchase

• Dissatisfaction with results

• Allergy or sensitivity to ingredients

Beauty and personal care products are non-returnable and non-resalable once opened or handled, for hygiene and safety reasons. This policy helps us guarantee the authenticity, purity, and safety of every product delivered.

We strongly encourage you to read all product descriptions and ingredients carefully before placing your order. If you have questions, our team is happy to help at support@tmtkeratin.com.

Damaged, Defective, or Lost Items

While we take every precaution to ensure your order is packed and shipped safely, we understand that issues may occasionally arise during transit. If your order arrives damaged, defective, or if you believe it has been lost, we will gladly assist you under the following conditions:

Claim Requirements:

• Claims must be submitted within 7 days of receiving the order (or expected delivery date in the case of a lost shipment).

• You must provide a clear, uninterrupted unpacking video showing:

  • The original, sealed shipping package before opening

  • The full unboxing process without any cuts or edits

  • The damaged or missing item(s) clearly visible

This video is required as mandatory proof for us to verify your claim and investigate with our shipping partners.

How to File a Claim:

1. Email support@tmtkeratin.com with the subject line: Damage or Lost Claim – Order #[YourOrderNumber]

2. Include:

   • Your full name and contact information

   • Your order number

   • A detailed description of the issue

   • The unboxing video attached or linked via Google Drive, Dropbox, or WeTransfer

Our customer care team will review your submission and respond within 3-5 business days with next steps. Approved claims may be eligible for replacement of the affected item(s), at our discretion.

Important Notes:

• Claims without an unpacking video will not be accepted or processed.

• We do not offer cash refunds under any circumstances.

• All claims are subject to verification and approval by TMTKeratin.

We appreciate your understanding and cooperation in helping us maintain the quality, hygiene, and integrity of our hair care line. Your satisfaction and safety are always our top priorities.

For further assistance, please contact us at support@tmtkeratin.com