Refund policy

Two promises, in writing. Here's exactly how they work.

1. The Right Shade Guarantee

If your shade isn't right, email us at support@kemptcare.com within 30 days of delivery. Include your order number and a selfie taken in daylight, by a window, with no filter.

We'll pick the right shade for you and ship it free.

Keep the first bottle. There's nothing to send back.

One shade swap per order. If the new shade still isn't right, the 90-Day Guarantee below covers you.

2. The 90-Day Guarantee

Use it for up to 90 days after delivery. If you still look tired, if someone spots it, or if it's just not for you, send it back and we'll refund the full price of the product.

Shipping you paid on the original order is not refunded, unless the return is due to our error.

Your first bottle is refunded even if it's open, as long as it comes back to us. Extra bottles from the same order are refunded too, as long as they come back unopened.

To get your refund, follow the four steps in section 4. Return postage is on you.

In a multi-bottle order, each bottle counts at the price per bottle you paid.

This guarantee applies once per customer.

3. Damaged, defective or lost orders

If your order arrives damaged, the pump doesn't work, or your package never arrives, email us within 30 days of the expected delivery date. A photo helps for damaged items. We'll replace it at no cost, or refund you in full if you'd rather. You don't need a return number or the return form for this, and you don't pay any postage.

4. How to get a refund: four steps, all four required

We can only accept a return when all four steps are followed. A package that reaches us without a return number, or without a filled-in and signed return form inside, can't be processed: we send it back to you at your cost.

Step 1. Ask for a return number. Email support@kemptcare.com with your order number and the bottles you're returning, within 90 days of delivery. We reply within one business day with your return number and the return address. We don't publish the return address: it comes with your number.

Step 2. Fill in the return form. Print it from https://kemptcare.com/pages/return-form, fill it in and sign it. No printer? Copy it out by hand, in full. The form includes a declaration on your honor that what you write is true and complete. An unsigned or incomplete form counts as no form.

Step 3. Pack your return. Put the bottles and the signed form inside. Write your return number on the outside of the package.

Step 4. Post it within 7 days of the day we issued your return number, with a tracked and insured service, and keep the receipt. After 7 days, your return number expires and you need to ask for a new one, which we can refuse if your 90 days have run out by then.

5. Who pays what

Return postage is on you. We don't send prepaid labels, and we don't pay back return postage, except when an item arrived damaged, defective or wasn't what you ordered (section 3).

Your package is your responsibility until it reaches us. We're not responsible for a return that gets lost or damaged on its way back, and without proof of delivery we can't issue a refund. That's why a tracked and insured service is a condition, not a suggestion.

There's no restocking fee.

6. Your refund

Once your return arrives and meets the conditions above, we issue your refund within 2 business days, to your original payment method, or as store credit if you chose it on the form. Your bank may take 5 to 10 business days to show it.

If we refuse a return because a condition above wasn't met, we email you to tell you why, and we send the package back to you at your cost. If you don't pay for that postage within 30 days of our email, we may dispose of the package.

7. Canceling an order

You can cancel for a full refund any time before your order ships. Just email us your order number. Once it ships, the 90-Day Guarantee covers you.

8. Your rights

This policy is part of our Terms of Sale. You can ask us for a written copy of it at any time. It doesn't limit any rights you have under the consumer laws of your state, province or country.