Refund policy

REFUND / RETURNS / WARRANTY COVER

 

We have a 14-day return policy, which means you have 14 days after receiving your item(s) to request a return or raise an issue with your order - this includes missing or incorrect items.

To return an item within this time frame, it must be in the same condition as it was when it arrived and be returned to us in its original packaging.

Due to the nature of the products we provide, outside of this 14 day period, we can only accepts returns on the basis that there is a fault with the item you have purchased.

To start a return, you can contact us at management@thenail-lab.co.uk. If your return is accepted, we’ll send you correspondence detailing how the item needs to be returned.

Damages and issues
Please inspect your order upon receipt 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. 

Exceptions / non-returnable items
Our personal care items cannot be returned once used due to the nature of the product and the associated hygiene issues of returning used products. Personalised items, as well as sale items and gift cards cannot be returned.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

12 Month Warranty

Our 12 month warranty offers a replacement like-for-like item inside 12 months of purchase where the item in question is clearly subject to a manufacturer error or fault that is not the case of wear & tear and customer interaction with the item. 

 

For our electrical goods, opening or inspecting inside of the equipment renders the warranty null & void at that point, so please refrain from attempting to alter, fix or correct any of our electrical items. This includes eFile control boxes & handsets.

 

With our manual tools & eFiles, anything deemed 'wear & tear' as a result of use is not covered in your warranty. Warranties specifically and only cover malfunction and/or manufacturing error that prevent proper use. 

Accidental damage include banging, dropping, spillages, improper use of instrument or device. 

Warranties only cover the original purchase - if you have purchased any of our products from another vendor or nail tech (second hand), the warranty only exists for the original purchase under the original purchaser name and does not cover the second user.

Attempting to fix or open the device to exposure the inner mechanics and electrics for fix or cleaning purposes by the customer will automatically void their warranty.

All items returned to customers will be returned upon completion of works and/or payment received to the account holder at their account shipping address.