Refund & Return Policy
We want you to be happy with your El Katrin Pomade purchase. If something is wrong with your order, here is how we handle it.
1. Damaged or Defective Items
If your order arrives damaged or you receive a defective product, contact us within 14 days of delivery at support@yourdomain.com with your order number and photos of the issue. We will send a replacement at no cost or issue a full refund.
2. Wrong Item Shipped
If we shipped the wrong item, contact us within 14 days and we will arrange the correct product to be sent at our expense.
3. Unopened Returns
Unopened products in original condition may be returned within 30 days of delivery for a refund of the purchase price. Return shipping is the responsibility of the customer, except in the cases described in sections 1 and 2 above.
To start a return, email support@yourdomain.com with your order number. Do not ship returns without first receiving a return authorization, as unauthorized returns may not be processed.
4. Opened or Used Products
For hygiene and safety reasons, we cannot accept returns of products that have been opened or used, except in cases of damage or defect.
5. Refund Processing
Approved refunds are issued back to the original PayPal payment within 5–10 business days of the returned item being received and inspected. PayPal's own processing may take an additional 1–3 business days to appear in your account.
6. Non-Refundable Charges
Original shipping charges are non-refundable except where the return is due to our error (damaged, defective, or wrong item).
7. Order Cancellations
Orders can be cancelled at no cost if they have not yet shipped. Once shipped, please follow the return process above.
8. Contact
All return and refund requests should be sent to support@yourdomain.com.