Refund policy

Effective Date: July 18, 2026

At Nails by Poonam, we are committed to delivering high-quality press-on nails and beauty products. As our products are personal-use and hygiene-sensitive items, we maintain a strict return policy to ensure the safety and satisfaction of all our customers.

We want you to absolutely love your custom press-on nails! Because our items are crafted for personal use, please review our policy carefully:

  • Due to the hygienic nature of beauty products and press-on nails, we do not accept returns or exchanges unless you received a damaged or incorrect item.

  • Please ensure you measure your nails accurately using our Sizing Guide before placing your order. We are not responsible for incorrect sizing ordered by the customer.

  • If your package arrives damaged or you receive the wrong set of nails, please contact us at support@nailsbypoonam.store / info.nailsbypoonam@gmail.com within 24 hours of delivery with clear photos of the defect. We will gladly send a replacement

     

  • Order cancellations are accepted within 3-6 hours of purchase before production begins. Once a set is in production, it cannot be canceled.

1. Return Eligibility

You may request a return within 24 hours (next day) of receiving your order if:

  • The product received is damaged during transit.

  • You received the wrong product or design.

  • The product is defective upon delivery.

  • The package is unopened, unused, and in its original condition with all original packaging, accessories, and labels intact.

For hygiene and safety reasons, we cannot accept returns on products that have been opened, used, worn, altered, or damaged after delivery.

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used press-on nails

  • Products with broken or removed seals

  • Customized or personalized nail sets

  • Gift cards or promotional items

  • Products damaged due to improper handling or application by the customer

3. Return Request Process

To request a return:

  1. Contact our customer support within 24 hours of delivery.

  2. Provide your order number.

  3. Share clear photos or videos of the product and packaging, if applicable.

  4. Wait for our team to review and approve your request.

Returns sent without prior approval may not be accepted.

4. Refunds

Once your returned product is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method within 5–7 business days. Processing times may vary depending on your bank or payment provider.

Shipping charges, Cash on Delivery (COD) fees, and other service charges are non-refundable unless the return is due to our error.

5. Replacement Policy

If you receive a damaged, defective, or incorrect product, we may offer a replacement instead of a refund, subject to product availability.

6. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 24 hours of delivery with:

  • Your order number

  • Photos of the product

  • Photos of the shipping package

  • A brief description of the issue

Failure to report the issue within the specified timeframe may result in the request being declined.

7. Return Shipping

If the return is due to our mistake (wrong, damaged, or defective product), we will arrange or reimburse the return shipping, where applicable.

For any other approved return, the customer may be responsible for the return shipping charges.

8. Order Cancellation

Orders can be canceled only before they have been shipped.

Once an order has been dispatched, it cannot be canceled and will be subject to this Return & Refund Policy.

9. Contact Us

For any questions regarding returns or refunds, please contact us using the contact information provided on our website. Our team will be happy to assist you.