Returns & Refunds Policy

Applies to orders placed through the NailFair marketplace.

Effective date: November 5, 2026

1. What can be returned

Anything you bought as a product order on NailFair, for 30 days from the day it was delivered — not from the day it shipped. If the parcel has not arrived, there is nothing to return yet: that is a delivery problem, and the way to solve it is to open order support on the order.

Each unit can be returned once. One return may be open on an order at a time; start another when the first one closes. An order already refunded in full has nothing left to send back.

2. Starting a return

Go to your orders, open the order, and choose to return it. Pick the items and how many of each, say why, and add a note or photos if they help the shop understand what went wrong.

It is accepted straight away. You do not wait for anyone to approve it before you can send the goods back. The shop looks at what arrives, not at whether you may send it — and if they disagree with what they receive, that is settled afterwards, with NailFair's order support able to step in.

3. Who pays the return postage

It depends on why the item is going back, and the reason you choose is what decides it.

The shop pays, and your original postage comes back too, when the fault is theirs:

• it arrived damaged
• the wrong item was sent
• it is not as described
• parts or items were missing
• it arrived after the date it was promised for

You pay the return postage, and the original postage is not refunded, when the item is as it should be and you have changed your mind — including ordering the wrong shade or the wrong size.

4. How the item comes back

Send it back to the shop that sold it, with the information shown on the return. Pack it so it survives the trip: a bottle that leaves your hands intact and arrives broken is a used item by the time it is looked at.

5. What you get back

How the goods arrive decides what is refunded:

• Still sealed — refunded in full.
• Opened, but resalable — refunded; a shop may apply a restocking fee, which is shown on the return.
• Used, incomplete, or not what was sent — the shop may refuse the return or refund part of it, and must say which.

None of that applies to an item that was the shop's fault in the first place: a broken bottle is not a used one.

6. The refund itself

Refunds go back to the card or wallet that paid, through Stripe. NailFair is the merchant of record, so the credit comes from NailFair whichever shop sold the item. It is issued once the shop has the goods and the return is settled; after that the timing belongs to your bank, which is usually a few business days and is not something either of us can speed up.

Discounts and vouchers are refunded in proportion to what goes back, so returning one item out of three does not return the whole discount with it.

7. Cancelling a return

A return can be cancelled any time before the shop receives it — if you decide to keep the item after all, cancel it rather than leaving it open, because an open return blocks the next one.

8. If something is wrong

If a shop refuses a return you believe is fair, or stops replying, open order support on the order. NailFair reads both sides and decides, and that decision binds the shop under the Seller Agreement.

9. Changes

We may update this policy. The version that applies to an order is the one published when the order was placed.