Terms and Conditions of Sale

Terms and Conditions of Sale — kera.™

Updated on November 2, 2026

These Terms and Conditions of Sale (hereinafter the “Terms”) govern all sales concluded between kera.™ (hereinafter “the Seller”) and any purchaser (hereinafter “the Customer”) placing an order on the website heykera.fr. Placing an order implies full and unreserved acceptance of these Terms.

Article 1 — Identification of the Seller

kera.™ — Operated by MENDEL LLC

Email: support@heykera.fr — Response time: within 48 business hours

Article 2 — Products

The products offered for sale on heykera.fr are dietary supplements, described and presented as accurately as possible, in particular with regard to their composition, dosage, directions for use and photos.

However, slight visual variations may occur due to screen display settings or minor changes in packaging. Such variations do not constitute a lack of conformity.

Warning: Dietary supplements are not a substitute for a varied, balanced diet or a healthy lifestyle. They are not medicines and are not intended to diagnose, treat, cure or prevent any disease. The product is for adults only. It is not recommended for pregnant or breastfeeding women or for anyone undergoing hormone treatment. If the Customer is undergoing medical treatment or is in any doubt, the Customer is advised to seek their doctor's advice before any use. Keep out of reach of children. Do not exceed the recommended daily dose.

Results may vary from person to person and are not guaranteed.

Article 3 — Prices

Prices are displayed in euros (€), inclusive of all taxes, excluding any shipping costs, which are indicated before the order is confirmed.

kera.™ reserves the right to change its prices at any time. Any change will have no effect on orders already placed and confirmed by email.

Article 4 — Orders

4.1 Ordering process

The order is deemed firm and final once the Customer has validated their cart, entered their contact details, chosen their shipping method and confirmed their payment. A confirmation email is automatically sent to the address provided.

4.2 Cancellation or modification

Once the order has been placed, it is immediately forwarded to our fulfillment team. Any cancellation or modification request must be made within 2 hours of placing the order, by contacting our customer service at support@heykera.fr and specifying your order number. After this time, the order will already be in process and no cancellation or modification can be guaranteed.

The Customer may nevertheless exercise their right of withdrawal under the conditions set out in Article 7.

Article 5 — Payment

Payment is due in full at the time the order is placed. The accepted payment methods are as follows: Credit or debit card (Visa, Mastercard, Cartes Bancaires), PayPal, Apple Pay, Shop Pay, Klarna, Bancontact, American Express.

All transactions are secured through Shopify Payments and its certified partners. kera.™ does not store the Customer's banking details at any time.

Article 6 — Shipping

6.1 Timeframes

Orders are shipped within 48 business hours of payment confirmation. Average delivery times are 7 to 14 business days depending on the destination (up to 20 business days for destinations outside Europe).

6.2 Tracking

A tracking number is provided to the Customer as soon as their order ships. Tracking is available directly on the website via the “Track Your Order” page.

6.3 Liability

kera.™ cannot be held liable for delays caused by the carrier, for events of force majeure, or for any circumstance beyond its control. In the event of a lost package, the Customer is invited to contact our customer service at support@heykera.fr.

Article 7 — Right of Withdrawal & Returns

7.1 Right of withdrawal

In accordance with Article L221-18 of the French Consumer Code (Code de la consommation), the Customer has a period of 14 calendar days from receipt of their order to exercise their right of withdrawal, without having to give any reason for their decision.

Statutory exception: In accordance with Article L221-28, 5° of the French Consumer Code (Code de la consommation), the right of withdrawal may not be exercised for products that have been unsealed after delivery and that cannot be returned for reasons of hygiene or health protection. Since kera. dietary supplements are products intended for ingestion, only unopened products with their original seal intact may be returned under the right of withdrawal.

The return procedure and the associated costs are set out in Article 7.3.

7.2 Defective or non-conforming product

The following are considered covered defects: a product damaged in transit (broken bottle, seal broken upon receipt), a product whose best-before date (BBD) has passed at the time of delivery, the wrong product being sent, or an obvious manufacturing defect.

If your product has a confirmed defect, the Customer is invited to contact our customer service at support@heykera.fr, attaching a photo of the product and their order number. After verification, a full refund or a replacement is provided without the product having to be sent back.

7.3 Returns for personal convenience

For any other reason for return, the product must be returned under the following conditions:

• The product must be unopened, with its original seal intact, in its undamaged original packaging;
• The return request must be initiated within 14 days of receipt of the product;
• Return shipping costs are borne by the Customer.

The refund will be issued upon receipt and validation of the returned package, to the original payment method, within 7 to 10 business days.

Any product returned opened, unsealed, incomplete or damaged will not be eligible for any refund, in accordance with Article L221-28 of the French Consumer Code (Code de la consommation).

7.4 Return procedure

Contact our customer service at support@heykera.fr with your order number and the reason for the return. Wait for our confirmation, the instructions and the return address provided by our team. Return the product, carefully packaged, to the address indicated, at your own expense. Include inside the package the last name, first name and/or order number. Send the tracking number along with your first and last name to our support team. Without this information, we will not be able to identify your package, which will delay or prevent the processing of your refund. Upon receipt and validation, the refund will be initiated.

Article 8 — Guarantees

8.1 Legal guarantee of conformity

In accordance with Articles L217-3 et seq. of the French Consumer Code (Code de la consommation), the Customer benefits from the legal guarantee of conformity for 2 years from delivery of the product, as well as the guarantee against hidden defects provided for in Articles 1641 et seq. of the French Civil Code (Code civil).

8.2 “90-Day Satisfied or Your Money Back” commercial guarantee

kera.™ offers a commercial satisfaction guarantee on the first order of dietary supplements placed on heykera.fr. It allows you to obtain a refund for those supplements if you are not satisfied with your results at the end of a 90-day course.

Activating the guarantee. To benefit from the guarantee, you must send us a starting photo within 10 days of the delivery date indicated by the carrier. This photo shows your hair part, or the area where you would like to see a change, in daylight. It is to be sent by email to support@heykera.fr with the subject line “KERA GUARANTEE · STARTING PHOTO · ” followed by your order number. The date on which our customer service receives this email is the date that counts.

So that you do not forget this step, an automatic email is sent to you when your order is delivered, to the address provided at the time of purchase. Simply reply to it and attach your photo: the subject line is already filled in. Remember to check your spam folder. This email is a courtesy service: the 10-day period applies even if you did not receive it.

Time limit for the request. The refund request is to be sent to support@heykera.fr with the subject line “KERA GUARANTEE · REFUND · ” followed by your order number, between the 90th and the 120th day following the delivery date. Because dietary supplements work gradually, no request can be considered before the 90th day. The request must be accompanied by:

• a photo of the same area, taken in daylight;
• a photo of the jars from the order.

Amount refunded. The guarantee refunds the price actually paid for the dietary supplements in the order, after deduction of discounts. The following are excluded: shipping and package protection fees, digital products (e-book), cosmetic products, accessories and free products.

Return. For an order of 1 or 2 jars, no return is required. For an order of 3 or more jars, the refund is conditional on the return of all remaining jars, whether opened or not, to the address provided by our customer service and at the customer's expense. The refund is issued within 7 to 10 business days after validation of the request or, where applicable, after receipt of the return, to the original payment method.

Beneficiaries. The guarantee applies only once per person and per household (same name, email address, shipping address or payment method). It does not apply to subscription renewals, to subsequent orders, or to products purchased from another seller. kera.™ reserves the right to refuse a request in the event of abusive or fraudulent use of the guarantee.

Your photos. The photos you send are used solely to process your guarantee. By sending them to us, you agree that they will be kept for that sole purpose, then deleted 6 months after the end of the guarantee period. They are never published without your written consent. You may request their deletion at any time at support@heykera.fr; the guarantee can then no longer be processed.

Before taking any steps with your bank, we invite you to contact our customer service: most requests are resolved within 48 business hours.

This commercial guarantee is in addition to the legal guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code, Code de la consommation), the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code, Code civil) and the right of withdrawal (Article 7), and does not replace them.

Article 9 — Liability

kera.™ undertakes to make every effort to ensure the Customer's satisfaction. However, it cannot be held liable in the event of failure to follow the directions for use and precautions for use appearing on the packaging and on the website, improper storage of the product after delivery, force majeure, or acts attributable to a third party.

It is the Customer's responsibility to check the composition of the product against any allergies, intolerances or medical contraindications they may have before any use.

Article 10 — Intellectual Property

All content on heykera.fr (texts, images, logos, the kera.™ brand) is the exclusive property of MENDEL LLC. Any reproduction or use without prior written authorization is strictly prohibited.

Article 11 — Disputes

In the event of a dispute, the Customer is invited to first contact our customer service at support@heykera.fr in order to seek an amicable solution.

Failing an amicable agreement, and in accordance with the provisions of the French Consumer Code (Code de la consommation), the Customer may have recourse to a consumer mediator. As a last resort, the competent courts shall be those of the Customer's place of residence, in accordance with the regulations applicable to contracts concluded with consumers.

Article 12 — Personal Data

The processing of personal data collected in connection with orders is governed by our Privacy Policy, available on the website heykera.fr.