At a Glance
Last updated: September 22, 2026
This Return and Refund Policy applies to purchases made through nailuvella.com. nailuvella is operated by Shenzhen Diansha Technology Co., Ltd.
Return and Refund
NAILUVELLA · POLICY & SUPPORT
Return and Refund
Clear return eligibility, refund timing, and support when an order is not right.
30-Day Return Window
You may request an eligible change-of-mind return within 30 calendar days after delivery. If tracking shows delivery but you have not received the package, contact us under the Shipping Policy; a tracking status alone does not establish that you actually received the goods or automatically defeat a claim. Mandatory rights relating to faulty or misdescribed goods are not limited by this voluntary return window.
Before returning a product, email service@nailuvella.com with your order number or proof of purchase, the item and quantity you wish to return, and the reason for the request. Include relevant photos where available if you are reporting a product problem. We aim to respond within 2 business days. We will explain eligibility, any information still needed, and the next steps. A request made within the return window remains timely while we review it. Please obtain return instructions before sending an item so it reaches the correct facility.
Return Requirements
To be eligible for a return, the product should generally be in the same condition in which it was received. It must not have been used, worn, washed, altered, or damaged after delivery.
The product should be returned in its original packaging together with all included parts, accessories, manuals, labels, and documentation. You must also provide a receipt, order confirmation, or another acceptable form of proof of purchase.
The unused-condition and original-packaging requirements apply to change-of-mind returns. They do not automatically prevent a claim about an item delivered damaged, defective, incomplete, incorrect, or materially different from its description. If packaging or a particular photograph is unavailable, contact us so we can consider other evidence.
Items That Cannot Be Returned
The following items are not eligible for change-of-mind returns where permitted by applicable law:
• Custom-made or personalized items.
• Gift cards.
• Items clearly marked as final sale or non-returnable on the product page before purchase.
• Sealed products that are unsuitable for return for genuine hygiene or health-protection reasons once unsealed, where this restriction was clearly disclosed before purchase.
Any product-specific return restriction will be clearly disclosed on the relevant product page before you place your order.
These exclusions apply to change-of-mind returns. They do not prevent you from reporting an item that arrives damaged, defective, incorrect, incomplete, or materially different from its description, and do not limit any rights available under applicable law.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as reasonably possible after delivery. If an item is damaged, defective, incorrect, incomplete, or materially different from its description, contact service@nailuvella.com promptly.
Where possible, please report visible shipping damage within 48 hours of delivery to help us investigate. This is a recommended reporting period and does not automatically exclude claims submitted later.
Please include your order number and, where relevant and available, photographs showing the issue, packaging, and shipping label. If you cannot provide a particular photograph, contact us so we can discuss other ways to assess your claim.
If the issue is confirmed to be our responsibility, we will provide an appropriate replacement, refund, or other resolution at no additional cost to you, including any necessary return shipping or replacement delivery.
Return Shipping Costs
Change-of-Mind Returns: For eligible returns due to personal preference, such as choosing the wrong size or color or changing your mind, you are responsible for the return shipping cost. Original delivery charges are not refundable for these returns unless required by applicable law.
Damaged, Defective, or Incorrect Items: If the return is required because the item arrived damaged, defective, incorrect, incomplete, or materially different from its description, and the issue is confirmed to be our responsibility, we will cover the necessary return shipping costs. We will provide a prepaid return label or agree on a reasonable reimbursement arrangement before you send the item back.
If a refund is provided because of an issue that is our responsibility, it will include any applicable original standard delivery charges attributable to the affected item. You will not be charged for necessary replacement delivery.
Return Address: Do not send products to our registered business address. The return destination may differ from the dispatch location or your country of residence. Before you decide whether to proceed with a change-of-mind return, we will identify the designated warehouse country and address, explain the shipping arrangements and any known charges payable to us, and provide return instructions. You may ask us about the likely return destination before purchasing. Unless we agree otherwise, send an authorized return within 14 calendar days after we provide the complete return instructions. Contact us if you need additional time. Keep your proof of shipment and tracking information where available.
Refund Process
For returns requiring physical shipment back to us, we will inspect the item and notify you of the outcome within 3–5 business days after it reaches the designated return facility.
Approved refunds are issued to the original payment method within 5–10 business days after approval. The combined inspection and refund-issuance period is therefore normally 8–15 business days after receipt at the return facility. This excludes the return transit time and any additional time required by your bank, card issuer, or payment provider to post the credit. Any shorter period required by applicable law takes precedence.
If we reject a return or propose a deduction, we will explain the reason, amount, calculation, and supporting information before finalizing the outcome. To dispute a decision, reply to service@nailuvella.com with your order number and the information you would like us to review. We will review the objection and explain our decision without limiting your applicable consumer remedies.
Where permitted by law, a deduction will be limited to a reasonable, documented reduction in value caused by missing components, use, alteration, or damage attributable to the customer. We will not deduct for a defect present on delivery, our own error, or inspection reasonably necessary to identify a fault. We do not impose a flat restocking fee or a cancellation fee. Where a refund is approved without requiring a return, we will issue it to the original payment method within 3–5 business days after approval, subject to any shorter period required by law.
Exchanges
Exchanges depend on product availability and cannot be guaranteed.
In some cases, you may need to return the eligible item for a refund and place a new order for the preferred replacement product.
Order Cancellations
To request cancellation, email service@nailuvella.com as soon as possible with your order number.
For a voluntary cancellation, we can cancel if fulfillment has not progressed to a stage at which shipment can no longer reasonably be stopped. We aim to respond within 2 business days, but fulfillment may continue while the request is being reviewed; a request does not itself confirm cancellation. These operational restrictions do not override cancellation or refund rights arising from a missed shipment commitment or other applicable consumer rights.
If cancellation is confirmed before dispatch, we will refund the amount paid for the canceled items, together with any shipping charges that no longer apply, to the original payment method within 3–5 business days.
If shipment can no longer be stopped, we will explain the available options. Eligible items may be returned after delivery under this Return Policy.
Contact Information
For questions about returns, refunds, exchanges, or order cancellations, contact us at:
Brand: nailuvella
Website: nailuvella.com
Legal Entity: Shenzhen Diansha Technology Co., Ltd.
Registered Address: Unit 709G, 7th Floor, Building A, Shenfubao Science and Technology Industrial Park, No. 3 Huanghuai Road, Fubao Community, Fubao Subdistrict, Futian District, Shenzhen, Guangdong, China
Email: service@nailuvella.com