Refund policy

🔁 Return Period

You have up to 90 days from receipt of the package to request a return.

Our goal is to ensure your maximum satisfaction and make the process simple and transparent.

✅ Return Conditions

To be eligible for return, the item must be:

  • unused and in original condition;
  • in the original packaging;
  • accompanied by receipt or proof of purchase.

🧴 Cosmetic / personal hygiene products

For hygiene and safety reasons, cosmetic products (including the stick) cannot be returned if opened or used, except in cases of:

  • defective product
  • damaged product
  • wrong product

We invite you to carefully check the product upon delivery.

🚚 Non-Delivery and Customer Responsibility

If the package is not delivered due to:

  • customer absence on the second delivery attempt;
  • incorrect or incomplete address provided;

these situations will be considered the customer's responsibility.

It is the customer's responsibility to monitor the shipment and contact us promptly in case of issues.

The delivery address can only be changed within 12 hours of purchase.

If the package is already in transit and cannot be delivered, we will do our best to assist you, but additional costs may apply.

If the tracking indicates the need to contact the courier, please do so directly.

If the package remains unclaimed for more than 30–60 days and is returned to the sender, a new shipment will incur a cost of €10 per product.

🔄 Return Procedure

To initiate a return, contact us by email at: supporto@getnaila.com

We will provide you with:

  • shipping address for the return
  • possible return label
  • detailed instructions

Return shipping costs will be deducted from the refund. The amount will be communicated before confirmation.

⚠️ Items sent without prior authorization will not be accepted.
⚠️ Delays in estimated delivery times do not constitute a valid reason for return.

🛠️ Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, contact us immediately.
We will resolve the issue as soon as possible.

🚫 Exceptions / Non-Returnable Products

We do not accept returns for items that:

  • have been used or opened (for cosmetic products);
  • are no longer in the original packaging;
  • do not meet the return conditions stated above.

🏢 Deliveries to Commercial Addresses

We are not responsible for any lost packages delivered to business or commercial addresses.

It is the customer's responsibility to ensure the address is correct and that someone is available to receive the delivery.

🎁 Offers and Product Selection

It is the customer's responsibility to verify that any offers or free products are correctly applied before payment.

If an offer does not appear in the cart, it means it has not been activated.

We cannot process refunds or returns for errors in offer selection.

🇪🇺 Right of Withdrawal (European Union)

If the order is placed within the European Union, you have the right to withdraw within 14 days from delivery.

The product must be returned:

  • unused
  • intact
  • in the original packaging

💳 Refunds

We will inform you once we have received and verified the return.

If approved, the refund will be made to the original payment method within 10 business days.

The refund is valid exclusively for products that meet all return conditions.

If you have not received the refund after 15 business days, contact us at: supporto@getnaila.com

📩 Contacts

For any questions, you can contact us at:
supporto@getnaila.com