Returns, Refunds & Cancellations

Last updated October 15, 2026

How returns, refunds and cancellations work, in plain terms. Unopened products in their original condition, and an unused Scalp Massager or Bamboo Bar Dock, can be returned within 30 days of delivery. For hygiene reasons, an opened or used Scalp Bar, Conditioner Bar or Scalp Oil cannot be returned. A defective, damaged or wrong item is replaced or refunded, even if opened.

At a glance

Changed your mind

You can return an item within 30 days of delivery, for any reason, as long as it is in the condition below and complete with everything that came in its pack:

• The Scalp Bar and The Conditioner Bar: unopened, in their original pack, never wet.
• Rosemary & Ginger Scalp Oil: unopened, with its cap and any seal untouched.
• Scalp Massager: unused, never wet, in its original packaging.
• Bamboo Bar Dock: unused, never wet, with no marks or signs of wear, in its original packaging.

For a change of mind, the return postage is paid by you. We refund the price you paid for each returned item, together with any sales tax paid on it.

Why an opened formula cannot come back

For hygiene reasons, we cannot take back for a change of mind a Scalp Bar, Conditioner Bar or Scalp Oil that has been opened or used. These products touch your scalp and hair, and once a pack is opened we cannot be sure the product inside is untouched, so it can never go to another customer.

This rule only applies to a change of mind. It never applies to an item that is defective, damaged or wrong: those are covered even after opening, as described below.

Damaged or wrong items

We pack every order to travel, but a package can still be knocked about on the way. If an item arrives damaged, for example a broken bar, a cracked or leaking bottle or a split dock, or if you receive the wrong item or an item is missing:

1. Take photos of the item, the inner packaging, the outer box and the shipping label. If oil has leaked, wipe it up and wash your hands.
2. Email them to mk.beramicedracan@gmail.com with your order number within 7 days of delivery, so we can open a claim with the carrier.
3. We send you a replacement, subject to availability, or refund the item in full, as you prefer.

Photos are usually enough and we may not ask for the item back. If we do, we pay the return postage: we send you a prepaid label, or refund your postage receipt. If you notice a problem after 7 days, write to us anyway.

Defective items, even after opening

If an item turns out to be defective, we replace it or refund it, even if you have already opened or used it. Examples: an oil nozzle that does not close, a formula whose smell, color or texture is clearly off when you first open it, or massager bristles that come loose in normal use.

• Email us within 30 days of delivery with your order number, a short description of the problem and photos that show it.
• We send you a replacement or refund the item in full, as you prefer.
• The unopened, unused and original packaging conditions do not apply in these cases.

This is our limited warranty, described in Section 12 of our Terms of Sale. It gives you specific legal rights, and you may also have other rights which vary from state to state. A bar that turns soft because it was left standing in water, normal wear, and damage that happens after delivery are not defects.

If a product does not agree with your skin

Stop using it, rinse your scalp and skin well with water, and write to us at mk.beramicedracan@gmail.com with "Reaction" in the subject line, the product, your order number and what happened. We look at every case personally and keep a record of every reaction, as US cosmetic rules expect. If a reaction is serious, get medical care first.

See our Ingredients & Safety page for the patch test and how to use each product.

How to start a return

1. Email us at mk.beramicedracan@gmail.com within 30 days of delivery. Include your order number, the items you want to return and the reason.
2. We reply within 2 business days with the return address and instructions, and, if the item is defective, damaged or wrong, a prepaid label or how we refund your postage.
3. Pack the items carefully in a sturdy box. We recommend a tracked service.
4. Send the items within 14 days of our reply, then reply to our email with your tracking number.

No return can be accepted without contacting us first. Please do not send anything to our company mailing address: it is not a returns address, and returns sent without our instructions, or to the wrong address, may never reach us.

Who pays the return postage

• Change of mind: you pay the return postage. The return address may be outside the United States. We email it to you before you send anything, so you can check the cost first.
• Our mistake, a defect or damage: everything is at our cost, including return postage when we need the item back.

Refunds

• We check every return when it arrives and email you to confirm.
• Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we approve your claim when we do not need the item back. Your bank or card issuer may need a few more days to show it on your statement.
• For each returned item, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. Return postage for a change of mind is not refunded.
• If a return does not meet the conditions on this page, for example an opened bar sent back for a change of mind, we email you to explain why and send it back to you at your cost.

Exchanges

Each product has a single version, so there are no direct exchanges. To swap a product for another one, return it unopened under this policy and place a separate order for the one you want.

Cancellations

You can cancel your order at no cost at any time until it ships.

• How to cancel: email us at mk.beramicedracan@gmail.com with your order number and "Cancel" in the subject line, as soon as possible.
• Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by email.
• Once it has shipped: the order can no longer be canceled. It becomes a return: unopened products, and an unused massager or dock, can come back within 30 days of delivery, as described above.
• If we cancel: if we cannot ship your order, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays.

Lost packages

If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, as you prefer, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.

Orders sent to someone else

If someone else ordered OREUM products for you, the same conditions apply. The refund goes to the original payment method of the person who placed the order.

Your rights

This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not limit them.

Questions

Email us at mk.beramicedracan@gmail.com. We reply within 2 business days.