Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and are subject to the following terms and conditions**:

  • Item must be in its original purchase condition - packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Hair brushes are non-exchangeable and non-returnable for hygiene and safety reasons.
  • Opened hair care products are non-exchangeable and non-returnable for hygiene and safety reasons.
  • This return policy does not apply to items, which have been stated as non-exchangeable or non-returnable. 

You’ll also need the order confirmation or proof of purchase. 

To start a return, please email our Customer Service Team at shop@kimrobinson.com within 15 days of receiving your order. In most cases, we will refund the full order amount minus the shipping costs for the return. 

Postage/courier fees for sending the exchange/return item to us are to be borne by you.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Do email our Customer Service Team at shop@kimrobinson.com right away.

We are here to help you resolve the issue as quickly and easily as possible. We may need to ask for photos or additional information to assess the situation, but we'll work with you to offer a replacement, exchange, or refund depending on the circumstances. We will refund the full order amount minus the shipping costs for the return.

All returns must be sent back to us within 15 days of contacting Customer Service Team.


Exceptions / non-returnable items

Hair brushes and opened hair care products are non-exchangeable and non-returnable for hygiene and safety reasons, according to our terms and conditions**.

Once these items have been used or opened, we cannot accept returns or exchanges. However, if you receive a damaged or defective product, please email our Customer Service Team at shop@kimrobinson.com, and we will do our best to address the issue and make it right.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 


If more than 15 business days have passed since we’ve approved your return, please contact our Customer Service Team at shop@kimrobinson.com.