Refund policy

Satisfaction Guarantee

If you're not completely happy with your nail wraps up to 30 days after you purchase it just get in touch with us at help@hellonails.co.uk and we'll help to put it right.

We offer a 30 day satisfaction guarantee on all nail wrap purchases, the terms and conditions of which are below.

Returns and Refunds

Please note - you must get your return authorised and receive an authorisation code before you send it, we cannot accept unauthorised returns.

Before requesting a return, please read the following terms:

• We only accept returns within 30 days of your order date.
• We do not refund for opened, or used products as they cannot be restocked and must be thrown away. Once semi cured gel wraps are removed from the protective black packaging, they are deemed used, as they slowly begin to cure, and cannot be restocked or resold.
• We do not refund postage paid, or pay for return postage due to handling and restocking fees.
• Please check sizing before ordering. All wraps can be cut to size before application or lightly stretched to fit, but we cannot be held responsible if the product will not fit on your nails, and cannot refund used product for this reason.
• If a discount has been applied, only the discounted price paid for each product will be refunded.
• The guarantee does not cover top coats or cuticle oil. We cannot accept returns of liquid products as if they could have been opened they are unsafe for Royal Mail to transport, and we cannot restock them.
• The guarantee does not cover applications that have failed by using a UV lamp other than sold by us. Though all UV LED lamps should work, we cannot be held responsible for lamps that weren’t purchased from us.
• The guarantee does not cover cases where an incorrect shipping address has been provided by the purchaser at checkout. We do not have any ability to alter or change addresses as part of our normal shipping process. Once an order has been shipped we cannot change or amend this address, and cannot be held responsible for an order being shipped to an incorrect address. In such cases it is disposed of and we are unable to offer a replacement product or any refund, so please ensure that your shipping address is correct before submitting your order.
• If a delivery fails due an incorrect address, or where delivery fails and the package is not collected by the customer from Royal Mail, it is disposed of as an unauthorised return and we are not able to offer a replacement or any refund.

After contacting us, and after a return has been authorised, you can return any unused standard, premium or gel nail wraps to us under the guarantee. 

• To return the unopened and unused nail wraps, send them to the address on the packing slip.
• You must send it in the same or equivalent protective packaging as it arrived in. If it arrives damaged, we will not be able to issue a refund.
• Send the return by tracked post to ensure safe arrival. We cannot be held responsible for damaged or missing returns.
• Make sure you pay appropriate postage. We cannot be held responsible for returns not received as incorrect postage has been paid, and do not pay return postage due to handling and restocking fees.

If approved, you’ll be automatically refunded on your original payment method for any unused goods accepted as returns.

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

Replacements

If you wish to replace any unused wraps in your order, please contact us. Providing we have your chosen replacements in stock this may be possible. However:

• We cannot hold stock from the store until we have received your return
• We cannot accept any opened products that are not in restockable condition
• We do not accept returns or replacements of top coats or cuticle oils, as once opened they are unsafe for Royal Mail to transport.
• We do not pay for return postage
• We will need to charge an additional postage and packaging fee of £4 for sending out your chosen replacements
• To return the unused nail wraps, send them to the address on the packing slip.
• You must send it in the same or equivalent protective packaging as it arrived in. If it arrives damaged, we will not be able to exchange it.
• Send the return by tracked post to ensure safe arrival. We cannot be held responsible for damaged or missing returns.
• Make sure you pay appropriate postage. We cannot be held responsible for returns not received as incorrect postage has been paid, and do not pay return postage due to handling and restocking fees.

Once your return has been received, we will check the condition and contact you to discuss which in stock items you would like, send you a link to pay the £4 postage and packaging fee, and discuss the next steps for the replacement.