Refund policy

REFUND, RETURN & SHIPPING POLICY — ColorNails

Last updated: 25 September 2026

Please read this policy in full before placing your order. By completing a purchase on this store you confirm that you have read, understood and agreed to every term set out below. Placing an order is your acceptance of this policy.

1. Order processing and shipping times

  • Orders are processed within 1-3 business days of payment.
  • Estimated delivery time is 6-9 business days depending on your location.
  • Due to the high demand we are currently experiencing, some orders may take a few additional business days beyond the estimated timeframe. By completing your purchase, you accept this possible waiting period as a condition of purchase.
  • These timeframes are estimates, not guaranteed dates. A delay within, or reasonably beyond, the estimated timeframe is not a failure to deliver and is not grounds for cancellation or a refund.
  • You will receive a tracking number by email as soon as your order is on its way. The first tracking scan can take 2-5 business days; this is normal.

2. All sales are final

We do not offer refunds, returns, exchanges, cancellations or store credit for change of mind. This includes, without limitation, situations where:

  • you no longer want the item
  • you changed your mind after ordering, including minutes or hours after placing the order
  • you found it cheaper elsewhere
  • you ordered the wrong item or quantity
  • you decided the item is not what you expected
  • you did not read the product description or delivery timeframe before ordering
  • your financial situation changed after ordering

The only circumstances in which a refund or replacement is issued are set out in Section 5 (Damaged, Defective or Incorrect Items).

3. Orders cannot be cancelled

Once payment is processed, your order enters processing and allocation and cannot be cancelled, amended or refunded. This includes cancellation requests made minutes or hours after ordering, as your order is committed to fulfilment as soon as it is received. Requests to cancel will be declined.

4. Delivery address: your responsibility

You are responsible for supplying a complete, correct and current delivery address. Please check it carefully before paying.

No refund will be issued and no free re-shipment will be provided where:

  • the address supplied was incorrect, incomplete or outdated
  • the recipient name was wrong or unrecognised at the address
  • delivery failed because nobody was available to receive the item
  • the parcel was refused by the recipient
  • the parcel was held at a collection point and not collected within the carrier's holding period
  • the parcel was returned to sender for any of the reasons above
  • the parcel was recorded as delivered by the carrier and subsequently went missing, was stolen, or was taken in by another person

Where an address correction, re-delivery or re-shipment is required due to an error on your side, those costs are payable by you before the item is sent again.

5. Damaged, defective or incorrect items

This is the sole basis on which we issue refunds or replacements. If your item arrives damaged or faulty, we will make it right.

  • Inspect your order immediately upon delivery.
  • Report any damage, defect or incorrect item to support@thecolornails.com within 48 hours of the delivery timestamp recorded by the carrier. Claims after 48 hours will not be accepted.
  • Your first email must include: your order number, clear close-up photos of the damage, a photo of the whole set, photos of the shipping box from all sides, a photo of the shipping label, and a short video if a marker does not write.
  • Do not discard the packaging until the claim is resolved.
  • If approved, we choose the remedy at our sole discretion: a free replacement, a partial discount (so you can keep the item), or a refund.
  • Where a damaged, defective or incorrect item must be returned, we cover the return shipping cost.

5.1 What is not a defect

Minor cosmetic marks on the markers or box not visible at normal viewing distance; minor colour variation from the product photography (screen calibration differs); markers that have dried out because caps were left off; normal ink consumption through use; damage caused by misuse, improper storage or liquids; unauthorised modification; and normal wear and tear are not defects and will not be accepted as claims.

6. Voluntary returns (change of mind)

If you wish to return a product by your own decision (not due to damage, defect or error), you must contact us first. The return address is provided only on a case-by-case basis after your request is approved and is not published. Return shipping is at your own cost. The item must reach us and be inspected first, and only if it is in the correct condition will a refund be processed. Please note the full process may take between 1 and 3 months.

7. Refunds

Where a refund is approved, it is always issued to the original payment method only (never to a different card or account), and processed within 5-10 business days of approval. Your bank or card issuer may take additional days to reflect the funds, which is outside our control.

The free ebook "50 Nail Art Ideas" is a digital bonus included with your purchase and has no cash value.

8. 90-day guarantee

Our 90-day guarantee refers to ensuring your product arrives in good condition and that our support team assists you with any issue during that time. It is not a change-of-mind return window. Claims for damage, defect or error remain subject to the 48-hour reporting window with photos.

9. Delays outside our control

Delivery estimates are not guarantees. Delays may occur due to high demand, customs, carriers, peak season, public holidays, weather or other force majeure events. These are not grounds for cancellation or a refund.

10. Lost parcels

A parcel is treated as lost only once the carrier formally declares it lost following an enquiry, opened after 10 or more consecutive business days without tracking movement. Where a parcel is formally declared lost in transit, we send a free replacement at our cost. Where tracking confirms delivery, the parcel is not treated as lost.

11. Customs, duties and import taxes (international orders)

Any customs duties or import taxes charged by the destination country are payable by you and are not included in the price. Refusing to pay them is not grounds for a refund.

12. Payment disputes and chargebacks

You agree to contact us at support@thecolornails.com and allow us a reasonable opportunity to resolve any issue before initiating a chargeback or payment dispute.

  • a delay within, or reasonably beyond, the estimated timeframe is not a valid basis for a dispute
  • a change of mind is not a valid basis for a dispute
  • an unclaimed, refused or incorrectly addressed parcel is not a valid basis for a dispute
  • a parcel confirmed as delivered by carrier tracking is not a valid basis for a non-receipt dispute
  • where a dispute is raised, we will supply the payment provider with full evidence, including your order record, timestamped proof of your acceptance of these terms at checkout, the full communication history, and carrier tracking and delivery confirmation
  • accounts associated with fraudulent or bad-faith disputes may be blocked from placing future orders

13. Contact

All claims and enquiries: support@thecolornails.com (order number in the subject line). We respond within 24-48 hours on business days. Claims via social media are not monitored and do not satisfy the notification requirements in this policy.

14. Changes to this policy

We may update this policy at any time. The version published at the time you place your order governs your purchase.