Refund Policy
Updated on November 2, 2026
At kera.™, our customers' satisfaction is at the heart of our priorities. If, however, your experience does not meet your expectations, here is our refund policy.
1. 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 (DDM) has passed at the time of delivery, the wrong product being sent, or an obvious manufacturing defect.
Please note: Because the images on the site may show slight variations in color or packaging depending on the screen and on minor changes in manufacturing, these differences do not give rise to a right to a refund. Likewise, because dietary supplements act according to each person's metabolism, how quickly results appear may vary from one person to another and does not constitute a product defect (see our 90-day guarantee below).
If your product has a confirmed defect:
- Contact us at support@heykera.fr with your order number and a photo of the product
- No return is necessary
- We will issue a full refund or replace the product immediately after verification
2. 90-Day Money-Back Guarantee
We believe in our formula. On your first order of dietary supplements, if you are not satisfied with your results at the end of a 90-day course, we will refund your supplements.
Step 1: upon delivery, send your starting photo
On the day your package arrives, you will receive an e-mail from us. Simply click “Reply,” attach a photo of your hair part (or of the area where you would like to see a change) taken in daylight, then send it, without changing anything in the subject line.
Didn't receive our e-mail? Be sure to check your spam folder, then write to us at support@heykera.fr with the following subject line:
KERA GUARANTEE · STARTING PHOTO · #your order number
(example: KERA GUARANTEE · STARTING PHOTO · #92130)
You have 10 days after delivery to send us this photo. It activates your guarantee.
Step 2: after your course, request your refund if needed
Between the 90th and the 120th day after delivery, write to us at support@heykera.fr with the following subject line:
KERA GUARANTEE · REFUND · #your order number
(example: KERA GUARANTEE · REFUND · #92130)
Attach a photo of the same area, taken in daylight, and a photo of your jars.
Where can you find your order number? In the confirmation e-mail you received after your purchase. It begins with #. Please copy the subject line exactly: this is what allows us to process your request quickly.
What is refunded: the price paid for the dietary supplements, after discounts. Shipping, package protection, the e-book, cosmetic products, accessories and free products are not refunded. For an order of 3 jars or more, the remaining jars, whether opened or not, must be returned to us at your expense. The refund is issued to your original payment method within 7 to 10 business days.
This guarantee applies only once per person and per household, on the first order only. It does not apply to subscription renewals. All of the conditions are set out in Article 8.2 of our Terms and Conditions of Sale. It applies without prejudice to your statutory warranties.
3. Return for another reason (right of withdrawal)
In accordance with Article L221-18 of the French Consumer Code (Code de la consommation), you have a period of 14 calendar days after receipt of your order to exercise your right of withdrawal, without having to give reasons for your decision.
Important: In accordance with Article L221-28, 5° of the French Consumer Code (Code de la consommation), the right of withdrawal cannot be exercised for products that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection. Because our dietary supplements are products intended to be ingested, only unopened bottles, with their original seal intact, are eligible for return.
To be eligible for return, the following conditions must be met:
- The product has not been opened and its original seal is intact
- The product is returned in its original packaging, intact and undamaged
- The return request is initiated within 14 days of receipt
Return shipping costs are borne by the customer, in accordance with our Terms and Conditions of Sale.
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).
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, our instructions and the return address, which will be provided by our team.
- Return the product, carefully packaged, to the address indicated, at your expense. Include inside the package your last name, your first name and/or your 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.
5. Need help?
Our team is available to assist you at every step. Write to us at support@heykera.fr and we will reply within 48 business hours.
