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REFUND POLICY
We have a 5-days return policy, which means you have 3 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at info@xgnails.com. Please note that returns will need to be sent to the following address: Wahler park wahlerstrasse nr. 4-32, Wahlerstraße 4/6A, 40472 Düsseldorf, Germany
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@xgnails.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We can only accept returns under the following conditions:
- Damaged goods (either during or before delivery)
- Incorrect goods (you were shipped the wrong items)
- Incorrectly described goods (goods clearly do not match the product description).
In all cases, you must contact us within 48 hours of receipt of goods if you wish to return goods. Due to the nature of the products, we supply we are unable to offer the right to cancel an order after receipt of goods, simply because the customer changes their mind.
Certain types of items cannot be returned, like personal care goods (due to strict hygiene regulations, we cannot accept returns of items such as scissors, clippers, razors, manicure or pedicure implements, tweezers, and electrolysis needles that have been used.). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds on large/heavy items will be subject to a minimum 10% handling charge.
Items received with broken seals will incur a 20% handling fee and those without original packaging will be subject to a 20% re-stocking fee.
Collections for unsuitable items will be subject to a minimum 10% handling charge. Collection of goods with a value of Euro 60.00 or less and parcels returned to the sender will be subject to a minimum charge of Euro 10.00 per parcel.
Items received without packaging will be subject to a 20% re-stocking fee.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@xgnails.com