Refund policy

RETURNS, REFUNDS & CANCELLATION POLICY

This Returns, Refunds & Cancellation Policy (the "Policy") applies to eligible purchases made directly through nanokeratinsystem.com (the "Site"), operated by NKS Laboratories Ltd. ("NKS", "Nanokeratin System", "we", "us" or "our"). It should be read together with our Terms and Conditions and Privacy Policy.

We offer a voluntary 14-day return policy for eligible consumer purchases, subject to the conditions below. This voluntary policy is in addition to, and does not replace or reduce, any mandatory cancellation, withdrawal, refund, product-quality or consumer rights that apply under the law of your country.

1. Voluntary 14-day return policy

For standard consumer purchases made directly through the Site, you may request a voluntary return within 14 days after receiving the product, provided the product is eligible for return under this Policy.

To qualify for a voluntary change-of-mind return, the product should be:

  • unused and in the same condition in which it was received;

  • unopened, with any tamper-evident, safety or hygiene seal intact and unbroken where such a seal is supplied;

  • in its original packaging, with any components, accessories or promotional items supplied with it; and

  • accompanied by the order number, receipt or other reasonable proof of purchase.

The 14-day voluntary return policy does not limit any statutory right that may apply even where a product has been opened, handled or used. Where mandatory law gives you broader rights, those rights take priority.

2. How to request a cancellation or return

For the quickest handling, we recommend contacting us by email or WhatsApp before sending any product back:

  • Email: info@nanoks.com

  • WhatsApp: +972 54-430-8876

  • Post: NKS Laboratories Ltd., Haplada 23, Ashdod 7752485, Israel

  • Online cancellation: through the dedicated cancellation facility made available on the Site.

Please provide enough information for us to identify the order, such as your name, order number, email address and the product concerned. Where applicable law requires additional identifying information for a statutory cancellation request, we may request it only to the extent necessary to process the request.

For a voluntary return, we will provide return instructions and the appropriate return address. Please do not send products to an address not provided for the return unless we have confirmed that address. Requiring return instructions does not limit any statutory right to give a cancellation notice by another method permitted by law.

3. Products that have been opened, used or unsealed

Because Nanokeratin System products include professional hair-treatment and personal-care products, products that have been opened, used, or supplied with a tamper-evident, safety or hygiene seal that has been broken or removed will generally not qualify for our voluntary 14-day change-of-mind return policy unless we agree otherwise.

This does not remove mandatory consumer rights. In particular:

  • if a product is defective, damaged, incorrect or not as described, your statutory remedies remain available regardless of the voluntary return conditions;

  • for consumers in Israel, opening or using a product does not automatically remove a statutory distance-sale cancellation right where Israeli law provides otherwise; and

  • for consumers in the EEA or United Kingdom, where applicable law permits, a statutory withdrawal right may be lost for sealed goods that are not suitable for return for health-protection or hygiene reasons if the seal is broken after delivery.

Whether a particular product falls within a statutory hygiene or health-protection exception depends on the applicable law and the nature and packaging of that product. Where a product is supplied with a tamper-evident, safety or hygiene seal, the condition of that seal may be used to determine whether the product has been opened. We do not rely on a blanket rule that all beauty or haircare products are non-returnable.

4. Damaged, defective, incorrect or non-conforming products

Please inspect your order after delivery and contact us as soon as reasonably possible if a product is damaged, defective, incorrect, incomplete or materially different from what was ordered or described. This request for prompt contact does not shorten any mandatory legal guarantee, warranty or limitation period that applies to you.

We may reasonably ask for your order details and, where useful, photographs or other information that helps us assess the issue. Where the product is defective, damaged, incorrect or otherwise non-conforming and the law makes NKS responsible, we will provide the remedy required by applicable law, which may include replacement, repair where appropriate, price reduction or refund, and we will bear reasonable return or collection costs where required.

5. Israeli consumers

If you are a consumer in Israel and the purchase is a distance-sale transaction subject to the Israeli Consumer Protection Law, your statutory rights apply in addition to our voluntary 14-day policy.

For goods, Israeli law generally allows a consumer to cancel a distance-sale transaction from the date of the transaction until 14 days after receiving the goods or receiving the legally required transaction information, whichever is later, subject to statutory exceptions.

Where the statutory conditions are satisfied, an Israeli citizen aged 65 or over, a new immigrant or a person with a disability may have an extended cancellation period of up to four months, including in certain distance-sale transactions that involved a conversation between the consumer and the business. We may request the documentation that the law permits us to request in order to verify eligibility for the extended period.

For a change-of-mind cancellation, NKS may deduct a cancellation fee only where and to the extent permitted by Israeli law, generally up to 5% of the transaction price or NIS 100, whichever is lower. No such cancellation fee will be charged where the cancellation is due to a defect, non-conformity, failure to deliver at the agreed time or another breach by NKS in circumstances where the law prohibits the fee.

Where Israeli law places the cost or responsibility for returning a change-of-mind product on the consumer, the consumer must return the product as instructed. Where cancellation is due to a defect, non-conformity, late delivery or another qualifying breach, NKS will arrange or bear the return/collection obligation to the extent required by law.

Refunds due under the Israeli statutory cancellation regime will be made within the period required by law, generally within 14 days after NKS receives the cancellation notice, subject to any permitted deductions and the circumstances of the cancellation.

6. Consumers in the European Economic Area (EEA)

If you are an EEA consumer and mandatory EEA or national consumer law applies to your purchase, you generally have a statutory right to withdraw from an online purchase without giving a reason within 14 days after you, or a third party nominated by you other than the carrier, receive the goods, subject to statutory exceptions and any more favourable national rules.

After notifying us of withdrawal, you must return the goods within the period required by applicable law. Unless NKS agrees to pay the return cost or the law requires us to do so, you are responsible for the direct cost of a change-of-mind return, provided we informed you of that responsibility before purchase.

Where the statutory right of withdrawal applies, we will reimburse the payments required by law, including the cost of the least expensive standard delivery method offered for the original order where required. We may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, where the law permits us to do so.

You may be responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where applicable law permits such a deduction. Mandatory legal guarantees for defective or non-conforming goods are separate from the 14-day withdrawal right and remain unaffected.

7. Consumers in the United Kingdom

If you are a UK consumer and the UK Consumer Contracts Regulations apply, you generally have 14 days after receiving the goods to tell us that you wish to cancel an online order without giving a reason, subject to statutory exceptions. You then generally have a further 14 days to return the goods.

For an eligible change-of-mind cancellation, you are normally responsible for the direct cost of returning the goods if we informed you of that responsibility before purchase. We will refund the amount required by law, including the standard outbound delivery cost where applicable. If you selected a more expensive delivery method, we are generally required to refund only the cost of our least expensive standard delivery option.

Where permitted by UK law, the statutory cancellation right does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed after delivery. This exception does not affect rights concerning defective, damaged, incorrect or misdescribed goods.

Refunds will be made within the period required by UK law. For sales contracts, we may withhold the refund until the goods are returned or until you provide evidence that they have been sent back, where permitted.

8. Consumers in other countries

If you are located outside Israel, the EEA or the United Kingdom, any mandatory cancellation, cooling-off, return, warranty or refund rights under the law that applies to your transaction remain fully available. Our 14-day voluntary consumer return policy applies in addition to those rights where the product is eligible under Section 1.

9. Return shipping and packaging

For a voluntary change-of-mind return, and for statutory change-of-mind returns where applicable law allows it, you are responsible for the direct return shipping cost unless we agree otherwise. Original delivery charges are not refundable under the voluntary 14-day policy unless required by law.

Where NKS is responsible because the product is defective, damaged, incorrect or otherwise non-conforming, we will bear reasonable return or collection costs where required by law. Depending on the destination and product, we may provide a return label, arrange collection or give other return instructions.

Please package returned products securely. For change-of-mind returns, we recommend using a tracked shipping method and keeping proof of shipment until the return is completed.

10. Refunds

Refunds are normally issued to the original payment method and in the original transaction currency where technically possible, unless applicable law requires or you expressly agree to another method.

For statutory cancellations and remedies, refunds will be made within the timeframe required by applicable law. For voluntary 14-day returns that are not based on a statutory right, we normally process an approved refund within 10 business days after the returned product has been received and inspected.

After we issue a refund, your bank, card issuer, PayPal, Airwallex or other payment provider may require additional time to post the funds to your account. Those external processing times are outside NKS control.

Where legally permitted, refunds relate to amounts paid to NKS. Customs duties, import VAT, brokerage charges or other amounts paid directly to customs authorities, postal operators, payment providers or other third parties may need to be reclaimed separately from the relevant authority or provider. This does not limit any right you have to recover such amounts from NKS where applicable law requires NKS to reimburse them.

11. Exchanges

We do not guarantee direct product exchanges. Where practical, the simplest method is normally to return an eligible product and place a separate order for the replacement item. If the original product is defective, damaged or incorrect, contact us first so that we can provide the appropriate remedy without requiring an unnecessary new purchase.

12. Sale, promotional and bundled products

A sale, discount or promotion does not remove mandatory statutory cancellation, defect or non-conformity rights. Any special conditions affecting a voluntary return beyond those statutory rights will be disclosed clearly before purchase.

If a returned order included a free product, gift or bundle item, we may require the promotional item to be returned with the order or may adjust the voluntary refund to reflect the promotional terms, but only where this is permitted by law and was clearly disclosed.

13. Professional, NKS PRO, wholesale and distributor purchases

Consumer cancellation and cooling-off rights generally apply only to individuals acting mainly outside their trade, business or profession. Purchases made through NKS PRO, by salons, distributors or other business customers may therefore be subject to different legal rules or separate commercial terms.

Unless separate written terms apply, NKS may accept returns of unopened standard professional products at its discretion. Bulk, wholesale, distributor, negotiated-price, customised or special-order purchases may be subject to order-specific return terms. Nothing in this section limits rights relating to defective or non-conforming goods that cannot lawfully be excluded.

14. Dangerous-goods or carrier restrictions

Some cosmetic, professional or aerosol products may be subject to carrier, customs or dangerous-goods transport rules. If a return requires special transport handling, do not send the product until we provide appropriate return instructions. This requirement is for safe and lawful shipment and does not remove a statutory cancellation or defect right.

15. Contact us

For return, refund or cancellation questions, please contact:

NKS Laboratories Ltd. | Company registration number: 514854793
Haplada 23, Ashdod 7752485, Israel
Email: info@nanoks.com | WhatsApp: +972 54-430-8876

For the quickest handling, email or WhatsApp is recommended. Where applicable, you may also submit a cancellation through the Site's dedicated online cancellation facility, by fax, registered mail or any other method that applicable law requires us to make available.

Policy updates. We may update this Policy to reflect changes in law or our practices. The current version and update date will be posted on the Site, and changes will not retroactively reduce rights that already arose in relation to an accepted order.