Return and Refund Policy

Effective Date: August 19, 2019
Last Updated: January 1, 2023

1. Overview

At Lunali Nail Supply, we are committed to providing high-quality products and dependable customer service. Due to the nature of the products we sell, including hygiene-sensitive, professional-use, chemical, liquid, flammable, hazardous, and regulated items, all sales are generally final.

This Return and Refund Policy applies to all purchases made through www.lunalinailsupply.com, any Lunali Nail Supply retail location, or any other sales channel operated by Lunali Nail Supply.

By placing an order, completing checkout, submitting payment, accepting delivery, or agreeing to Lunali Nail Supply’s terms and conditions, the customer confirms that they have read, understood, and agreed to this policy.

Nothing in this policy limits any rights that cannot be limited under applicable law.

2. All Sales Final

All sales are final. Lunali Nail Supply does not offer refunds, returns, or exchanges except in the limited circumstances expressly stated in this policy.

Approved remedies, if any, are provided solely at the discretion of Lunali Nail Supply and only where the customer fully complies with this policy.

No customer is entitled to a return, refund, exchange, replacement, or store credit unless approved by Lunali Nail Supply or required by law.

3. Customer Agreement at Checkout

Before completing checkout, the customer may be required to confirm that they have read and agree to Lunali Nail Supply’s policies, including this Return and Refund Policy and Lunali Nail Supply’s Shipping, Delivery, and Lost or Damaged Package Policy.

By checking the agreement box, completing checkout, submitting payment, or placing an order, the customer confirms that:

• They reviewed and agreed to this policy before purchase.
• They understand that all sales are generally final.
• They understand that once an order is placed, it cannot be canceled, modified, combined, changed, or edited.
• They are responsible for entering the correct shipping address, contact information, billing information, and order details.
• They are responsible for inspecting their order promptly upon delivery.
• They must report any damaged, defective, missing, incorrect, leaking, or broken items within the time required by this policy.
• They understand that lost, stolen, damaged, broken, leaking, or undelivered packages may require a carrier, insurance, or package protection claim, and they agree to cooperate fully by completing required attestation forms, preserving packaging and contents, providing evidence, and waiting for the claim process to be completed before any final remedy is issued.
• They authorize Lunali Nail Supply to charge the selected payment method for the full order amount, including products, taxes, shipping, handling, and any applicable fees.
• They understand that disagreement with this policy after purchase does not create an automatic right to cancel, return, refund, exchange, replace, or dispute the transaction.

4. Limited Exceptions

A return, exchange, store credit, replacement, or refund may be considered only if:

• The customer received a damaged or defective item upon arrival and reported it within the time required by this policy; or
• The customer received an incorrect item due to an error by Lunali Nail Supply and reported it within the time required by this policy; or
• The customer received an order with a missing item or wrong quantity and reported it within the time required by this policy.

No other circumstances entitle a customer to a return, refund, exchange, replacement, or store credit unless required by law.

5. Customer Duty to Inspect Order Upon Delivery

Customers are responsible for inspecting their order immediately upon delivery.

Any issue involving damaged items, defective items, missing items, incorrect items, wrong quantities, leaking products, broken products, or any other order discrepancy must be reported to Lunali Nail Supply within 5 calendar days of delivery.

The customer must keep all original products, packaging, shipping boxes, packing materials, shipping labels, and order contents until the issue is reviewed and resolved. Lunali Nail Supply may require photographs, video, return of the item, carrier inspection, or other documentation before approving any replacement, refund, store credit, or other remedy.

Failure to inspect the order promptly, failure to report the issue within 5 calendar days of delivery, failure to preserve the original packaging and contents, or failure to provide requested documentation may result in denial of the claim.

After 5 calendar days from delivery, the order will be considered accepted by the customer, and Lunali Nail Supply may deny claims for damaged items, defective items, missing items, incorrect items, wrong quantities, leaking products, broken products, or other order discrepancies, except where required by law.

6. Return Eligibility Requirements

Any item approved for return, exchange, replacement, store credit, or refund must meet all of the following conditions:

• The request is submitted within 5 calendar days of delivery.
• The item is unused, unopened, and in its original packaging, unless Lunali Nail Supply determines that the item was defective or damaged upon arrival.
• Proof of purchase is provided.
• The item is approved in advance by Lunali Nail Supply.
• The customer follows all return instructions provided by Lunali Nail Supply.
• The customer preserves all original products, packaging, shipping boxes, packing materials, shipping labels, and order contents until the issue is reviewed and resolved.

Returns sent without prior authorization may be refused, discarded, returned to the customer, or otherwise handled at Lunali Nail Supply’s discretion.

7. Non-Returnable and Non-Refundable Items

The following items are not eligible for return, refund, or exchange:

• Used or opened items
• Liquid or chemical-based products, including but not limited to monomer, gel polish, cuticle oils, acetone, primers, dehydrators, top coats, base coats, acrylic liquids, and similar items
• Nail tools and accessories, including files, buffers, brushes, drill bits, implements, and similar items
• Hygiene-sensitive items
• Clearance items
• Final sale items
• Gift cards
• Digital products
• Promotional items
• Free items
• Wholesale, bulk, or special-order purchases
• Heavy, oversized, hazardous, regulated, or restricted products unless Lunali Nail Supply determines otherwise

8. How to Report Damaged, Defective, Missing, or Incorrect Items

Customers must notify Lunali Nail Supply within 5 calendar days of delivery by contacting:

Email: info@lunalinailsupply.com
Phone: 908-662-6470

The request must include:

• Customer name
• Order number
• Description of the issue
• Identification of any missing, damaged, incorrect, leaking, defective, or broken items
• Photographs of the item, packaging, shipping box, packing materials, and shipping label, where applicable
• Any additional supporting documentation reasonably requested by Lunali Nail Supply

Failure to report the issue within 5 calendar days of delivery, failure to preserve the original packaging and contents, or failure to provide requested information may result in denial of the claim or request.

9. Damaged, Defective, Missing, or Incorrect Items

If an item is damaged, defective, missing, or incorrect, Lunali Nail Supply may, in its sole discretion:

• Replace the item
• Ship the missing or correct item
• Issue store credit
• Approve a refund to the original payment method if replacement is not available or not appropriate

Lunali Nail Supply reserves the right to investigate all claims and to require additional documentation before making a determination.

Damage to outer shipping boxes, packaging, manufacturer boxes, labels, or cosmetic packaging does not automatically qualify an item as defective if the product itself is usable and intact.

10. Refunds

Refunds are issued only when Lunali Nail Supply determines that a refund is appropriate under this policy.

If approved, refunds will be processed to the original payment method within approximately 10 business days after approval. Processing times may vary depending on the payment provider, card issuer, bank, or financial institution.

Original shipping charges are non-refundable except where required by law or where Lunali Nail Supply determines that the error was solely its own.

Refund approval does not include reimbursement for duties, taxes, customs fees, brokerage fees, return shipping charges, or other third-party costs unless required by law.

11. Restocking Fee

A restocking fee of up to 20% may apply to any approved non-defective return accepted at Lunali Nail Supply’s discretion.

A separate restocking fee of up to 15% may apply to refused, unclaimed, abandoned, undeliverable, or returned-to-sender packages, in addition to any original shipping charges, return shipping charges, carrier fees, or other costs incurred by Lunali Nail Supply.

No restocking fee will apply where Lunali Nail Supply shipped the wrong item or where the returned item is confirmed to have been defective upon arrival.

12. Cancellations and Order Changes

Once an order is placed, it cannot be canceled, modified, combined, changed, or edited. Order processing may begin immediately after purchase.

Lunali Nail Supply is not responsible for errors made by the customer at checkout, including incorrect product selection, incorrect quantity, duplicate orders, shipping address errors, missing delivery information, incorrect contact information, or accidental orders.

Requests to cancel or change an order are not guaranteed and may be denied if the order has already entered processing, fulfillment, packing, or shipment.

13. Return Shipping Costs

Customers are responsible for all return shipping costs unless Lunali Nail Supply determines that the return is the direct result of an incorrect item shipped by Lunali Nail Supply or a confirmed defect upon arrival.

Customers are strongly advised to use a trackable shipping method. Lunali Nail Supply is not responsible for returned packages lost or damaged in transit.

14. Product Images, Colors, Packaging, and Website Information

Lunali Nail Supply makes reasonable efforts to display product images, colors, descriptions, sizes, quantities, and packaging accurately. However, product colors may appear differently depending on screen settings, lighting, manufacturer updates, batch variations, or packaging changes.

Product packaging, labels, bottle designs, shades, included accessories, and manufacturer branding may change without notice.

Minor differences in color appearance, packaging, labeling, manufacturer presentation, bottle design, or product images do not qualify as defects and do not create an automatic right to return, refund, exchange, replacement, or dispute the order.

Product descriptions and website information are provided for general informational purposes. Customers are responsible for confirming that a product is suitable for their intended use before purchase.

15. Professional-Use Products and Customer Responsibility

Many products sold by Lunali Nail Supply are professional-use products. The customer is responsible for reading all product labels, instructions, warnings, ingredients, safety information, and manufacturer directions before use.

Lunali Nail Supply is not responsible for improper application, misuse, allergic reactions, irritation, product incompatibility, lack of professional knowledge, failure to follow instructions, improper storage, lamp incompatibility, curing issues, environmental conditions, nail condition, or results that vary based on technique or user-controlled factors.

Dissatisfaction caused by improper use, application error, product incompatibility, failure to follow manufacturer instructions, lack of training, or unmet personal expectations does not qualify for a refund, return, exchange, replacement, or chargeback.

Customers are responsible for determining whether a product is appropriate for their professional skill level, client needs, and intended use.

16. Chargebacks, Payment Disputes, and Customer Cooperation

If a customer files a chargeback, payment dispute, or payment reversal, Lunali Nail Supply reserves the right to provide the payment processor, bank, card network, fraud-prevention service, shipping carrier, insurer, claims administrator, or other relevant party with all information related to the transaction.

This may include, but is not limited to:

• Order confirmation
• Customer name, billing address, shipping address, email address, and phone number
• IP address, device information, fraud analysis, AVS, CVV, and payment verification results, where available
• Checkout agreement records
• Copies of applicable policies agreed to at checkout
• Payment authorization records
• Tracking information and delivery confirmation
• Signature confirmation, where applicable
• Customer communication history
• Photographs, claim forms, return records, and other documentation related to the order

If the customer fails to contact Lunali Nail Supply before filing a dispute, refuses to cooperate with a carrier or insurance investigation, provides inaccurate information, fails to provide required documentation, or files a dispute for an issue already governed by this policy, Lunali Nail Supply may use that failure as evidence in responding to the dispute.

Filing a chargeback or payment dispute does not change the terms of this policy or create rights beyond those required by law.

17. Separate Shipping Claims Policy

Issues involving packages lost in transit, damaged in transit, stolen after delivery, broken during transit, leaking during transit, delayed, marked delivered but not received, refused, returned to sender, or otherwise affected by carrier delivery issues are governed by Lunali Nail Supply’s Shipping, Delivery, and Lost or Damaged Package Policy, not this Return and Refund Policy.

Shipping times displayed on Lunali Nail Supply’s website, at checkout, in tracking updates, or in any communication are estimates only and are not guaranteed. Lunali Nail Supply does not control USPS, UPS, or any other shipping carrier and is not responsible for carrier delays.

Eligible packages shipped by Lunali Nail Supply may be covered by package protection, shipping insurance, carrier insurance, or a third-party claims administrator, subject to the terms, conditions, investigation procedures, exclusions, and approval requirements of the applicable carrier, insurer, package protection provider, or claims administrator.

Insurance or package protection coverage does not guarantee claim approval, replacement, refund, store credit, or payment.

Customers must report any lost, missing, stolen, carrier-damaged, broken, leaking, or delivery-related package issue within 10 calendar days of the expected delivery date or the delivery date shown by tracking, whichever applies.

For shipping-related claims, customers agree to cooperate fully with Lunali Nail Supply and any carrier, insurer, package protection provider, or claims administrator. This may include, but is not limited to:

• Completing, signing, and submitting any required customer attestation, affidavit, claim form, or statement of non-receipt
• Providing photographs or video of the damaged item, broken item, leaking item, package, shipping box, shipping label, packaging materials, inner packaging, outer packaging, and all contents
• Preserving the item, box, packaging materials, shipping label, and all contents until the claim process is completed
• Confirming non-receipt, delivery details, damage details, or shipment details
• Responding promptly to follow-up requests
• Cooperating with any carrier inspection, insurer review, or package protection investigation
• Providing any additional supporting documentation reasonably requested

Lunali Nail Supply cannot complete, sign, or submit customer attestations, affidavits, statements of non-receipt, or other customer-required claim documents on the customer’s behalf.

Customers must allow the carrier, insurer, package protection provider, or claims administrator to complete its review before any final remedy is issued. Claim review and determination typically takes approximately 5 to 10 business days after all required documents and evidence have been submitted, although actual processing times may vary.

If the customer fails to cooperate, fails to complete required forms, fails to provide requested evidence, fails to preserve the package and contents, provides inaccurate information, or fails to respond in a timely manner, the claim may be delayed, denied, or closed. Lunali Nail Supply will not be responsible for any denial, delay, or closure caused by the customer’s failure to cooperate.

If tracking shows that a package was delivered to the shipping address provided at checkout, Lunali Nail Supply is not responsible for theft, loss, misplacement, or non-receipt after confirmed delivery, except to the extent required by law or approved through the applicable carrier, insurance, or package protection claim process.

If a shipping-related claim is approved, Lunali Nail Supply may, in its sole discretion, provide one of the following remedies:

• Reship the damaged, broken, leaking, missing, or approved item
• Issue store credit
• Refund the amount approved and paid by the carrier, insurer, package protection provider, or claims administrator
• Provide another remedy approved by Lunali Nail Supply based on the claim outcome

Any refund, replacement, reshipment, or store credit may be limited to the amount approved and paid by the applicable carrier, insurer, package protection provider, or claims administrator. Lunali Nail Supply is not required to refund, replace, or reship amounts or items that are denied, excluded, unpaid, or not covered by the applicable claim process, except where required by law.

18. Policy Changes

Lunali Nail Supply reserves the right to modify, revise, or update this policy at any time without prior notice.

The version posted on the website at the time of the customer’s purchase will control, unless otherwise required by law.

19. Contact Information

Lunali Nail Supply
Email: info@lunalinailsupply.com
Phone: 908-662-6470