Last updated: 16 August 2026
Because nail products are personal-use and hygiene-sensitive products, Nails Diaries does not offer returns, exchanges or refunds for change-of-mind purchases.
A delivered product cannot ordinarily be returned or exchanged merely because the customer changed their mind, selected the wrong size, selected the wrong colour/design, no longer wants the product, expected a different appearance despite the listing being materially accurate, opened the packaging, used/applied the product or damaged it after delivery.
A claim may be reviewed where the customer receives a materially damaged or defective product, a different product from the one ordered, missing items from the confirmed order or a product materially inconsistent with its advertised description, subject to applicable consumer law.
Qualifying delivery issues should be reported within 48 hours of delivery where reasonably possible. Please provide the Order ID, customer name/mobile, clear product and packaging photographs, shipping label, description of the issue and video/unboxing evidence where available. Keep the product and original packaging until the claim is resolved.
For an accepted genuine claim, Nails Diaries may replace the affected item, supply the missing/correct item or provide another remedy required by applicable law. Replacement is normally the preferred first resolution where replacement stock is available. A monetary refund is normally considered only where an accepted claim cannot reasonably be resolved by replacement or where a refund is otherwise required by law.
Any approved monetary refund will ordinarily be made to the original payment method. Bank/payment-gateway processing timelines are controlled by the relevant provider and can vary.
Subject to applicable law, claims may be rejected where the product has been used/applied, damaged after delivery, altered, used contrary to instructions, incorrectly selected by the customer, affected only by minor photography/screen-colour variation, or where reasonable order verification information cannot be provided.