Refund policy

NeoNail UK – Refund & Returns Policy (2025)
Effective from 15 October 2025.

These Terms and Policies apply to all orders placed on or after 15 October 2025. Orders placed before this date remain subject to our previous terms and policies. This policy forms part of our Terms and Conditions of Sale.

How to Cancel
Email customer.service@neonailuk.com with your order number and intention to cancel within 14 days of receiving your order. Your right to cancel applies to most consumer purchases, but not to sealed or hygiene-sensitive items that have been opened (see ‘Hygiene and Safety’ below).

Returns
- Items must be returned within 14 days of notice to cancel. - Please ensure returned items are unused, unopened, and in their original packaging, with tamper or security seals intact. - Use a tracked service and retain proof of posting. - Return shipping costs are your responsibility unless the item is faulty.

Returns address:
NeoNail UK Unit 62 SureStore, Festival Heights Retail Park, Stoke-on-Trent, ST1 5NZ (Trading and returns address)

Refunds
Once your return is received and inspected, we will refund: - the purchase price; and - standard delivery costs (if applicable). Premium shipping charges are non-refundable. Refunds are made within 14 days via the original payment method.

Hygiene and Safety
For hygiene and safety reasons, we cannot accept returns of opened or used nail products (including polishes, gels, liquids, and similar items). Returns will only be accepted where tamper or security seals remain intact and the item is unused and unopened. Once a seal is broken or removed, the item is considered opened and cannot be returned unless faulty.

Faulty or Incorrect Goods
If you receive a faulty or incorrect item, please contact customer.service@neonailuk.com within 30 days of receipt. We will provide a replacement or full refund and cover reasonable return postage.

Business Buyers
B2B purchases are final and not eligible for cancellation or return unless agreed in writing.