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Returns & Refunds

RETURN & REFUND POLICY

By placing an order with Nail Mart USA, you are confirming your agreement with all of our store policies, including this one, the Terms of Service, and the Shipping Policy. Please read carefully prior to placing an order.

ORDER CANCELLATIONS, PAYMENT ERRORS & COMMUNICATION REQUIREMENTS

At Nail Mart USA, customer communication is required in order to initiate any order cancellation, return request, or issue resolution.

A customer may request cancellation or changes to an order only by contacting us in writing at info@nailmartusa.com within one (1) hour after order placement and before the order has been packed, labeled, fulfilled, transferred to a third-party fulfillment partner, or shipped, whichever occurs first. If we do not receive direct written communication from the customer requesting cancellation within that time and before fulfillment begins, we will assume the order was placed intentionally and should be processed as submitted. Once fulfillment has begun, cancellation or modification is not guaranteed. Once an order has shipped or been tendered to a carrier, it cannot be canceled.

If a customer receives an order and wishes to request a return or report an issue, they must contact us directly through our official customer support channels within the timeframe stated in our policy. If no communication is received regarding the products received, we will consider the order accepted and satisfactory. Chargebacks filed without prior communication or reasonable resolution attempts may be disputed with all fulfillment, delivery, and communication records.

Customers agree not to initiate or assist any false, misleading, bad-faith, or fraudulent chargeback, payment reversal, payment dispute, unauthorized-transaction claim, cancellation claim, non-receipt claim, return claim, warranty claim, or defective-item claim. We may use order records, payment records, account information, IP/device data, shipment and tracking records, delivery confirmation, customer-service communications, photographs, screenshots, public social-media posts, and other relevant evidence to verify the order and respond to payment disputes or policy claims.

In some cases, a payment attempt may appear on a customer’s bank statement even if the order was not successfully processed on our end. These are typically temporary authorization holds or pending charges generated by the customer’s bank or payment provider. If the transaction was not completed successfully through our system, the authorization is not captured by us and is generally automatically reversed by the bank within several business days depending on the financial institution.

Nail Mart USA is not responsible for bank processing times related to pending authorizations, temporary holds, or reversed payment attempts.

Customers are responsible for ensuring that valid contact information, including a working email address, is provided at checkout so that we may communicate regarding any questions, issues, or concerns related to the order.

LOST, STOLEN, OR DAMAGED IN TRANSIT

Once our warehouse dispatches packages, they are handled by our shipping providers, and our liability for lost, damaged, or stolen packages is limited. Understanding the inconvenience this may cause, Nail Mart USA has partnered with Navidium Shipping Insurance to offer instant replacement or refund for packages that are lost, damaged, or stolen during transit, ensuring a worry-free experience.

We highly recommend opting for 'Navidium Shipping Insurance' at checkout. If you choose to opt out, you acknowledge that Nail Mart USA assumes no responsibility for lost, damaged, or stolen packages during transit.

All claims for lost, damaged, or stolen packages should be directly submitted to our email info@nailmartusa.com. Please note, the 'Navidium Shipping Insurance' fee is non-refundable once a package has been dispatched from our warehouse.

If a customer chooses not to purchase shipping insurance at checkout, any lost, missing, or mis-delivered packages must follow the official claims process provided by the carrier (USPS or UPS). This means we are only able to reship or refund an order after the carrier completes their investigation and approves the claim. Without shipping insurance, we cannot offer immediate replacements or refunds until the carrier determines the outcome of the claim.

We strongly encourage customers to add shipping protection to avoid delays and ensure faster resolution in the event of delivery issues.

DEFECTIVE ITEMS

  • If a product is defective/does not work properly we will resolve these issues on a case by case basis either with a refund or exchange (minus cost of shipping and handling).
  • A claim must be submitted within 3 days from delivery date.  Due to the fact that some products require special handling by you, the customer; we cannot accept claims of damaged products due to mis-handling on your end. Therefore, we will ask for confirmation with proof of photos or videos.
  • All equipment (drills/dust collectors) have a manufacturer's warranty, therefore claims are handled through us directly with the manufacturer. Please read all manufacturer's warranty and return/exchange information in the product description. Please make sure to review it prior to making a purchase

RETURNS

All sales are final with the exceptions stated above.

RETURN PROCESS

To start your claim (if you received damaged goods), please email us at info@nailmartusa.com. Please indicate "return claim" in the e-mail subject field. 

Reporting Product Issues

If a customer believes an item is defective, damaged, incorrect, missing, or materially “not as described,” the customer must notify the store in writing within 3 days of confirmed delivery.

The notice must include:

Order number
Description of the issue
Clear photographs and/or video evidence
Original packaging information when applicable

Failure to provide timely notice or sufficient supporting documentation may result in denial of the claim.

Damaged Merchandise Resolution
For items reported as damaged during transit or upon delivery, Nail Mart USA does not provide refunds while the merchandise remains in the customer’s possession unless expressly approved by us in writing. Our standard resolution for damaged merchandise is limited to replacement/reshipment of the same item(s), or exchange/store credit where applicable and subject to availability.

Customers requesting a refund may be required to return the merchandise first for inspection and approval. Nail Mart USA does not offer refunds for damaged items that the customer chooses to keep. By placing an order, customers acknowledge and agree that damaged merchandise claims will be resolved through replacement, exchange/store credit, or approved return, and not through refund while retaining the product unless otherwise authorized in writing.

Return Authorization (RMA) Requirement


The store reserves the right to require return of the merchandise for inspection before issuing any refund, replacement, exchange, store credit, or other remedy.

Customers must obtain a Return Merchandise Authorization (“RMA”) before returning any item. Unauthorized returns may be refused or returned to sender.

Unless prohibited by law, customers are not entitled to retain the product and also receive a full refund unless expressly authorized by the store in writing.

Returned items must:

Be in the condition received
Include original packaging and accessories where applicable
Be shipped using the instructions provided by the store
Resolution of Claims

After reviewing the claim and any returned merchandise, the store may, in its sole discretion:

Approve a replacement item
Approve an exchange
Issue store credit
Issue a partial refund
Issue a full refund
Deny the claim if unsupported, untimely, inconsistent with the evidence, or outside the scope of this policy

The store reserves the right to refuse claims that appear fraudulent, abusive, or inconsistent with order records, shipping confirmation, customer communications, or other available evidence.

Please note, you will be responsible for all return shipping charges. If a return, refund, exchange, or replacement is approved under an exception to the final-sale policy, shipping charges, shipping insurance/protection fees, payment-processing fees, restocking costs, and return shipping charges may be deducted from any refund or store credit to the fullest extent permitted by law.

EXCEPTIONS

Damage claims will be reviewed and resolved on a case by case basis. For defective or damaged products, please contact us at: info@nailmartusa.com.

Please Note

  • We cannot make any changes to your order after it has shipped. If you want to make a change to the order please reach out to us no later than one (1) hour after placing it, and before the order has been packed, labeled, fulfilled, transferred to a third-party fulfillment partner, or shipped, whichever occurs first.

EXCHANGES

  • We do not offer exchanges at this time due to to ensure hygienic practices.

CHARGEBACKS & PAYMENT DISPUTES


Customers agree to contact the store first to attempt resolution before initiating a chargeback or payment dispute.

Initiating a payment dispute or chargeback does not automatically cancel or eliminate the customer’s underlying payment obligation if the claim is determined to be invalid, fraudulent, abusive, or inconsistent with the terms of sale.

The store reserves the right to submit evidence in response to any payment dispute, including but not limited to:

  • Order confirmations
  • Product listings as published at the time of sale
  • Tracking and delivery confirmations
  • Shipping and packing records
  • Customer communications
  • Photographs or inspection records
  • Social media or publicly available evidence relating to receipt or use of the merchandise

    Fraudulent chargebacks may result in account restrictions, refusal of future service, collection efforts, and/or legal action where permitted by law.



LIMITATION OF LIABILITY

To the fullest extent permitted by law, the store’s liability shall be limited to the amount paid for the product at issue. The store shall not be liable for indirect, incidental, consequential, or special damages arising from the use or misuse of any product.

QUESTIONS

If you have any questions concerning our return policy, please contact us at info@nailmartusa.com or via our live online chat feature at nailmartusa.com.

info@nailmartusa.com