Refund policy
1. Conditions of Return
Note: Once opened nail liquids, gels and powders are unusable and unsafe - both for use and to be sent in the mail. Also, with many nail products, due to the alcohol and chemical content in the resins and polishes, once unsealed, they start to evaporate, concentrate and/or reduce down. For example, once a nail polish bottle has been opened, some ingredients will evaporate, causing the polish to thicken and separate.
Due to the type of products we sell, for health&safety processes as well as sanitary/hygiene reasons we have set guidelines for returns.
- You have 5 days to contact us and 14 days to return your product, from the date it was received at the shipping address or collected (as per Royal Mail confirmed delivery dates and tracking details).
- If items are in your possession for more than 5 days, it is considered used and WE WILL NOT ISSUE YOU A REFUND OR REPLACEMENT.
On this, there can be NO EXCEPTIONS.
- Please send all refund requests by email to hello@poly-gel.co.uk . This will enable us to both keep you updated on the returns process and importantly, enables us to send you a printable return shipping label.
- Please contact us by email even if you have first reached out to us by another channel; Instagram, Facebook or Messenger
- On receiving your return request by email. we will
- advise of the current shipping rates for Royal Mail 'Small Parcel' items postage.
- Note: We will always advise you of the cheapest options, however, you may instead opt for a tracked or signed option to confirm that your parcel reaches us.
- We can then send you the postage invoice with a link for payment, followed by the return shipping label, to your email address provided.
Alternatively, if you choose to post the item yourself - via Royal Mail, a courier or other shipping provider then
- (1) this is at your own cost, as 'the buyer'. We, 'the seller', do not bear the cost of return postage.
- (2) Ensure you ask for 'proof of postage' that you can then provide us with (sometimes on your receipt)
- (3) provide us with the Shipping/Tracking number or a 'Postage Item ID so we can both ensure safe delivery.
2. Condition and Packaging of Returned Items
- All returned items MUST BE in the original packaging and you MUST PROVIDE us with the shipment tracking number as well as specific reasons for the return.
- Items should be securely packaged and UNUSED i.e. PolyGels, Gel polishes and other nail products should not be opened, used or unsealed
- Use the packaging you received the products in where possible, or other padded envelopes, boxes or
- Ensure the package is well sealed to prevent leakage or items from falling out.
- If your return includes any gels or liquids (including all types of nail gels, nail polish, gel polish, polygel, builder gel, acrygel, as well as slip solution, acetone or isopropyl alcohol) please make sure the ID8000 warning label used to send the items to you is clearly visible on the package.
- These labels can also be gotten from Post Offices and Royal Mail Customer Service Points (CSP) and Delivery Offices for free. (Please see image below)
3. Refunds
- We will refund YOUR FULL AMOUNT for the items returned, MINUS SHIPPING, upon receipt of the item(s) in their original condition and packaging with all components and accessories included.
- You are responsible for paying your own non-refundable return shipping costs. PolyGel Nails UK does not take responsibility for any late or lost packages.
We promise your money back if the item you received is not the same items ordered or not as described, or if your item is not delivered within the Buyer Protection period. You can get a refund 15 days after the claims process finishes. This guarantee is in addition to and does not limit your statutory rights as a consumer, as granted by all mandatory laws and regulations applicable in your country of residence.
Buyer Protection Period
United Kingdom: 30 days
Europe, United States & Canada: n/a
Australia & New Zealand, Central & South America: n/a
Asia & Africa: n/a