Refund & Returns Policy

At NailLume, your satisfaction is our top priority. We want you to love every sparkle and shade you receive. If something is not quite right, this policy explains how cancellations, returns, exchanges and refunds work.

1. Order Cancellations & Changes

We process and ship orders as quickly as possible.

• 12-hour window: to change or cancel an order, contact hello@naillume.com within 12 hours of payment.
• After shipment: once an order has shipped it can no longer be canceled or modified.

2. Damaged, Defective or Missing Items

Every item is inspected before it leaves our warehouse. Please inspect your order as soon as it arrives.

If you receive damaged or defective items, or something is missing, email hello@naillume.com within 48 hours with your order number and clear photos of the issue. Our team will review your request and provide a solution within 24 hours.

3. Returns & Eligibility

If you are not entirely satisfied with your purchase, you have 30 days after receiving your item to request a return.

Non-returnable items (final sale):

• Opened or used liquids (gel polish, base/top coats, cleansers) — for hygiene and safety reasons these cannot be resold
• Clearance and sale items marked as final sale
• Free gifts and promotional items

To be eligible for a refund, items must be in the same condition you received them — unused, with all seals and tags intact, and in the original packaging.

How to start a return:

• Step 1 — Authorization: email hello@naillume.com with your order number and proof of purchase. Items sent back without prior authorization will not be accepted.
• Step 2 — Shipping: once your return is accepted we will provide the return address. Return shipping costs are the customer's responsibility unless the item is defective or incorrect. We recommend checking rates with your local carriers.
• Step 3 — Tracking: use a trackable shipping service. We cannot be held responsible for packages lost in return transit.
• Step 4 — Refund: after we receive and inspect your return, we will notify you of the approval status. Approved refunds are issued to your original payment method, excluding original shipping and handling fees.

4. Exchanges

• Product issues (our error): if you received the wrong item or a defective product, contact us immediately — we will resolve it at no additional cost to you.
• Change of preference: to exchange for a different color or style, the customer is responsible for the return shipping to our warehouse and the shipping fee of the new package.

To request an exchange, email hello@naillume.com with your order details. Once your returned product arrives and passes inspection, we will arrange shipment of the new item.

5. Refunds & Missing Orders

We will notify you by email as soon as your return is received and your refund is finalized. Please allow 5–10 business days for your bank or card company to post the refund.

Missing orders: if your package has not arrived within 45 days of placing the order, contact us at hello@naillume.com and we will investigate and help resolve the issue.

EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

• The withdrawal window starts on the day you (or a third party you nominate) receive the last item in your order.
• To start a request, contact hello@naillume.com within 14 days of receipt, and send the goods back within 14 days of notifying us.
• We will issue your refund within 14 days of receiving the returned goods or proof that they have been shipped back, whichever is earlier.
• Return shipping costs are the customer's responsibility unless the item is defective or incorrect.
• The right of withdrawal does not apply to sealed goods that have been unsealed after delivery for health or hygiene reasons.