Refund policy

For unopened, unused products in their original sealed packaging, you may request a change-of-mind return within 30 days of delivery. A $10 CAD restocking fee applies per return, and the customer pays return shipping. Please contact us before sending a return.

Damaged, Defective, Incorrect, or Misrepresented Items

Upon receipt, please examine your order. If an item is damaged, defective, incorrect, or misrepresented, contact us at keroseneskincare@gmail.com or through the Contact Us form. Include your order number and details.

For damage during shipping, contact us as soon as possible after delivery because carrier insurance claim windows can be short. Include clear photos of the item, packaging, and shipping label, and keep the product and packaging. We will review the issue and provide an appropriate resolution, such as a replacement, store credit, or refund, in accordance with applicable requirements. Statutory rights remain unaffected.

Refund and return guidelines

Please review our policy details below regarding damaged deliveries, incorrect items, product sensitivity, and return eligibility.

Can I return an unopened product if I change my mind?

Yes. Within 30 days of delivery, unopened, unused products in their original sealed packaging may be returned. A $10 CAD restocking fee applies per return, and the customer pays return shipping. Contact us before sending a return.

What if my item is damaged, defective, incorrect or misrepresented?

Email keroseneskincare@gmail.com or use the contact form with your order number, a description and clear photos. For shipping damage, contact us as soon as possible after delivery because carrier-insurance deadlines may be short; keep the product and packaging. These concerns are handled separately from voluntary returns and are not subject to a restocking fee. We review qualifying product issues for an appropriate resolution, including refunds or replacements. Applicable statutory rights remain unaffected.

What if I received an incorrect item?

Contact keroseneskincare@gmail.com or use the contact form with your order number, a description and clear photos of the item received. Incorrect items are handled separately from voluntary returns and are not subject to a restocking fee. We review the issue for an appropriate resolution, including a refund or replacement. Applicable statutory rights remain unaffected.

What is the policy if a product does not suit my skin?

Skincare is personal, and skin can respond differently from one person to another. A change-of-mind return is eligible only when the product is unopened, unused and in its original sealed packaging, within 30 days of delivery. If you have a reaction or quality concern, contact us with the details so we can review it separately. Applicable statutory rights remain unaffected.

How do I initiate a return request?

Email keroseneskincare@gmail.com or use the contact form with your order number and details. For a voluntary return, contact us within 30 days of delivery before mailing the unopened, unused product in its original sealed packaging. For shipping damage, contact us as soon as possible after delivery because carrier-insurance deadlines may be short. Include clear photos and keep the product and packaging. Applicable statutory rights remain unaffected.

Who covers return shipping fees?

For voluntary returns, the customer pays return shipping and a $10 CAD restocking fee applies per return. Damaged, defective, incorrect or misrepresented items are handled separately and are not subject to the restocking fee. Contact us before sending any item back so we can confirm the return arrangements. Applicable statutory rights remain unaffected.

Have questions about your order?

Kerosene Skincare Inc is based in Ontario, Canada. For product questions or help with an order, email keroseneskincare@gmail.com or use our contact form.