Refund policy

At NailsPortal, we want every customer to be fully satisfied with their purchase. If something goes wrong, we are here to help. Please read our refund and return terms carefully before placing an order.

Eligibility for Returns

You may request a return or refund if:
– you received a damaged or defective item
– the wrong product was delivered
– your order did not arrive within the expected timeframe

To be eligible for a return, the item must be unused, unopened, and in its original packaging.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns of opened or used cosmetic products.
Sale items and promotional sets are non-refundable unless damaged upon arrival.

Timeframe for Requests

All refund or return requests must be made within 7 days of receiving your order (or the expected delivery date for missing items).
Requests submitted after this period may not be eligible.

Damaged or Defective Products

If your order arrives damaged, leaking, or defective, please contact us immediately at info@nailsportal.shop.
To process your claim quickly, include:
– your order number
– photos of the damaged item
– photos of the packaging
We will offer a replacement or a refund depending on your preference.

Missing or Lost Packages

If your tracking shows “delivered” but you did not receive the package, please:
– check surrounding areas and with neighbors
– verify the address used at checkout
– contact your local carrier
If the package is still missing, contact us and we will assist you.

Refund Processing

If your refund is approved, it will be issued to your original payment method.
Refund processing time may vary depending on your bank or payment provider, typically 3–10 business days.

Exchanges

We only replace items if they arrive damaged or defective.
Exchanges for different variants, scents, or products are not offered.

Order Cancellations

Orders can be canceled only before they are shipped.
Once your order has been dispatched, cancellation is no longer possible.

Return Shipping Costs

If the return is due to our error (damaged, defective, wrong item), we cover the return shipping cost.
If you request a return for personal reasons (not related to product quality), return shipping costs are the customer’s responsibility.

Contact Us

For all refund, return, or exchange inquiries, please contact us at: info@nailsportal.shop
We aim to respond within 24 hours.