SHOP POLICY
Please review the information below to understand our shop policies and the principles behind them.
Considerations when ordering Natural Products
Please note, whipping natural products adds tiny air bubbles (just like whipping cream) that increase the size, lightens the density and changes the texture, making the butter light and fluffy. If a whipped product melts, the air bubbles collapse, so the volume is decreased. So although the jar was filled to the top, if the butter melts, there will be less volume in the container. Your container may appear half full but this in no way impacts the integrity of your product, neither is it damaged.
No Returns or Refunds
Due to the nature of our products and in keeping with hygienic practices , once an order has been received by the customer, it is considered opened and is therefore not eligible for return or refund. We do not accept returns or process refunds for any products that have been delivered to the customer.
Product Acceptance
By accepting delivery of the product, the customer acknowledges that the product has been received in satisfactory condition and agrees that no returns or refunds will be processed.
Summer Shipping
We will not add synthetic ingredients that will make products more temperature stable. The products that are affected by this are anhydrous (water free) and so are not emulsified. Emulsifiers can help keep products temperature stable as well. It is more important to us at Kastone that the products have the highest integrity.
This being said, you will notice a change in our shipping fee during the summer months to accommodate Insulated shipping which is more expensive because:
-
The cold shield mailers, cost more than regular poly mailer.s
-
The cost of the gel packs.
-
The increased weight of the package. The gel packs often push packages into a new weight class that is more expensive to ship!
Almost 100% of what we ship insulated arrives in good condition — even in the hottest months of the year (July and August.) Sadly, we do have instances where insulated orders arrives melted but there are some precautions you could take:
-
Have your package delivered to your workplace. Some customers do this to ensure they can collect their package as soon as it is delivered.
-
Monitor your tracking number closely. Arrange to have your package collected by a neighbor, family member or friend as soon as it’s delivered to your mailbox.
-
Have your package shipped to a neighbor, or friend who is home during the day.
-
The gel packs are reusable so that you can get some use out of them too as well.
Exceptions
In the rare case of receiving a damaged or defective product, please contact our customer service team within 7 days of receipt. We will review the issue and provide instructions for resolution, which may include replacement or store credit at our discretion.
Contact Information: For any inquiries or concerns regarding your order, please contact us at kastonebeauty@gmail.com
Policy Changes
Kastone reserves the right to amend this policy at any time. Changes will be posted on our website and will apply to all orders placed after the date of posting.