Returns
Our returns policy lasts 30 days from the day of receipt of your products.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items:
- Opened and used products cannot be returned unless they are faulty.
- Print on demand items are created for you when you order and are non-refundable. See POD section below for more details.
- Downloadable software products
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@nailchemy.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@nailchemy.co.uk and send your item to Unit E, Thistle Park, Crossways Road, Bridgwater Somerset TA6 6LS UK.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Print-on-demand products
All Print-on-demand products are unique and produced only once ordered. This also means that returns and exchanges are not supported if you ordered the wrong size, colour, or simply changed your mind.
However, in case of a damaged product or a manufacturing error, we offer a free replacement or a refund if you contact us within 30 days of product delivery. Please get in touch with our team by email on support@nailchemy.co.uk and provide a clear photo showing the issue.
If we need you to return your print-on-demand product we will supply the shipping details at this time.
Help us help you faster
To speed up the resolution of any issue, please ensure that you provide the necessary photo or video evidence when contacting us.
| Issue | Required evidence |
|---|---|
| An issue with the quality of the print or embroidery | A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame. |
| Print in the wrong area | A clear photo of the product you received, folded in a way that clearly displays both sides. |
| Wrong product | A photo of the product that was received, with the size tag clearly visible as well. |
| An issue with the product (incorrect size, quality) | A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame. |
| A product sizing issue (manufacturer’s defect) |
A clear photo of the received product being measured according to the measurements provided in the size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for adult garments and +/- 0.5” for baby clothing. |
| An issue with an electronic device (manufacturer’s defect) | A video or photo where the issue is clearly visible or shown, and demonstrate the troubleshooting steps being performed. |
|
Delivery-related product damage |
A photo or video of the received product where the package and the issue are clearly visible. |
|
Reprinted item has the same issue as the original item |
A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible. |
Shipping
To return your product, you should mail your product to:
Nailchemy Limited, Unit E, Thistle Park, Crossways Road, Bridgwater, Somerset. TA6 6LS UK
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you are still not happy with the outcome of this process please refer to our Complaints Policy by clicking here.