Returns & Refunds

What if I change my mind about an item?

Goods are not offered on a "sale or return" basis. In the event that you change your mind about an item, we may accept a return at our discretion, provided the item is unused, in its original unopened packaging, has any labels still attached, and is otherwise in a condition enabling us to sell the product as new.

We reserve the right to apply a 20% handling charge to such transactions.

We will not refund postage fees for items that are returned due to a change of heart.

To avoid any disappointment, please ensure that you are buying the correct items before placing an order. Should you require more information about any of our products, please contact us before purchasing and we will be happy to help. Alternatively, you can visit our Facebook Advice Page or watch tutorials on our Nails TV Channel.

What if I receive the wrong item?

If an item is received in error, you may return the product provided that it is unused, in its original unopened packaging, has any labels still attached, and is otherwise in a condition enabling us to sell the product as new.

Please advise us that you have received the wrong item within 24 hours of the goods being received, and return the item (using First or Second Class Signed For delivery only) within 7 days.

In order to be eligible for a refund of postage, you must use the First or Second Class "Signed For" delivery method provided by Royal Mail. We regret that we are unable to refund postage if any other delivery method is used (for example, Next Day or Special Delivery). Unfortunately, we cannot accept responsibility for items lost in transit. We highly recommend that proof of posting is obtained and that adequate insurance is purchased to cover the items being returned.

Please ensure that your details are enclosed so that we can match the item to your records.

What if a product is damaged?

Please ensure that care is taken when opening a parcel, as we will not be responsible for any damage caused during this process.

If the product you receive is damaged, please notify us within 24 hours of receipt and we will be happy to replace it for you. Proof of purchase and proof of damage (photographic) must be available on request.

Please return the item (using First or Second Class Signed For delivery only) within 7 days.

In order to be eligible for a refund of postage, you must use the First or Second Class "Signed For" delivery method provided by Royal Mail. We regret that we are unable to refund postage if any other delivery method is used (for example, Next Day or Special Delivery). Unfortunately, we cannot accept responsibility for items lost in transit. We highly recommend that proof of posting is obtained and that adequate insurance is purchased to cover the items being returned.

Please ensure that your details are enclosed so that we can match the item to your records.

What if a product is faulty?

In the event that an item is faulty, you are entitled to a full refund provided we have been notified of the fault within 30 days of you receiving the item.

We will ask you to return the item so that we can investigate the fault further, using First or Second Class Signed For delivery only.

In order to be eligible for a refund of postage, you must use the First or Second Class "Signed For" delivery method provided by Royal Mail. We regret that we are unable to refund postage if any other delivery method is used (for example, Next Day or Special Delivery). Unfortunately, we cannot accept responsibility for items lost in transit. We highly recommend that proof of posting is obtained and that adequate insurance is purchased to cover the items being returned.

Please ensure that your details are enclosed so that we can match the item to your records.

Once the fault has been corroborated by our technicians, we will issue you with a full refund, including postage, provided the correct return delivery method was used.

How will I receive my refund?

• PayPal — Any refunds made when you have paid by PayPal are refunded to the PayPal account used to pay only.
• WorldPay — Any refunds made when you have paid by WorldPay (or Bank Transfer) are issued in the form of a voucher that can be used against future orders (valid for 6 months).
• Postage — When a refund is agreed for any postage cost incurred by the customer, this is issued in the form of a voucher that can be used against future orders (valid for 6 months).

What if an electrical item develops a fault?

If your item is within the 6 month warranty period, we will endeavour to repair the item free of charge. If the item cannot be repaired, we will replace it free of charge.

If your item is outside of the 6 month warranty period, we are able to send the item to our European Repair Service, although there will be a charge for this. Unfortunately, we are not able to state the cost of repair in advance, as it depends on the fault, but we will notify you of the cost as soon as possible.

Please be aware that repairs may take a number of weeks. Please see our Warranty section below for further information.

Are there any items excluded from the returns policy?

We do not issue refunds or accept returns of the following items*:

Scissors
Clippers
Razors
Manicure or pedicure implements
Tweezers

* This list is not exhaustive.

Is there anything else I need to be aware of?

Any goods returned damaged due to poor packaging will not be eligible for a refund.

Sale items cannot be returned or refunded.

If you need to exchange or return an item, please visit http://crystalnails4u.co.uk/contact-us and complete the form along with your message. We will reply as soon as possible.

Warranty

All Crystal Nails electrical items carry a 6 month warranty.

During the Warranty Period

If you have an issue or concern about an electrical item, please contact us by email at order@crystalnails4u.co.uk, advising us fully of the problem.

The following procedure applies to the warranty offered by Crystal Nails:

• If deemed necessary, the customer is asked to return the item to Head Office using the Second Class Signed For Royal Mail service.
• Once the item arrives, a full check of the item is completed as soon as possible.
• If the issue cannot be resolved at Head Office, the item will be sent to the European Head Office Service Centre in Hungary at the earliest opportunity for service or repair. Please note that this process can take a number of weeks.
• Once the item is returned to us, it is checked by Head Office and dispatched to the customer.
• Where appropriate, postage is refunded in accordance with the Terms and Conditions, via a voucher.

If no fault is found by Head Office or the European Head Office Service, the item will be returned once return postage has been paid by the customer.

If you have an issue with an electrical item purchased from one of our sub-distributors, please contact them in the first instance.

After the Warranty Period

If service or repair is required after the warranty has elapsed, please contact us by email at order@crystalnails4u.co.uk to discuss options and costs.

Bulbs

• UV and LED bulb lifespan — we recommend that bulbs are changed every 4 to 6 months to ensure optimal performance.
• Why other bulbs may not work — the connectors of alternative replacement bulbs are not the same, even where the bulb may look or be described similarly. We recommend that only Crystal Nails bulbs are purchased as replacements, to ensure proper performance of your lamp. Bulbs from other brands can, in some cases, damage your lamp.

Claims for Lost or Damaged Items

Crystal Nails 4U Ltd. uses two delivery services: Royal Mail "Signed For" and DPD. The service your order is sent by depends on the contents of your order (due to postage restrictions) and the delivery option you have selected (Standard or Next Day Delivery).

Once parcels are with the delivery companies, we are governed by the terms and conditions that they apply to all their customers. On rare occasions, parcels can get lost or damaged, and we are bound by the following procedures to resolve the situation.

Royal Mail

Lost or Not Delivered — We need to allow 15 working days to elapse to allow for the parcel to be delivered. If the parcel is still not delivered after this period, a claim is submitted, and once compensation is received, replacement items are sent out to the buyer.

Due to varying factors, we do not send out replacement items until the claims process is complete.

Damaged or Missing Items — When parcels are damaged or arrive with missing items, we recommend that you refuse the parcel so that it is returned to us. If you do not refuse the parcel, you must notify us by email within 3 days, including photographs of the packaging and contents, at order@crystalnails4u.co.uk. We will, if appropriate, submit a claim with Royal Mail in accordance with their process. Once compensation is received, replacement items are sent out to the buyer.

Due to varying factors, we do not send out replacement items until the claims process is complete.

DPD

Lost or Not Delivered — For any delivery queries, please contact Interlink customer services in the first instance on 01376 516826. If your parcel is not delivered as advised by Interlink, please contact us by email at order@crystalnails4u.co.uk and we will investigate and submit a claim in accordance with their process. Once compensation is received, replacement items are sent out to the buyer.

Due to varying factors, we do not send out replacement items until the claims process is complete.

Damaged or Missing Items — When parcels are damaged or arrive with missing items, we recommend that you refuse the parcel so that it is returned to us. If you do not refuse the parcel, you must notify us by email within 3 days, including photographs of the packaging and contents, at order@crystalnails4u.co.uk. We will, if appropriate, submit a claim with Interlink in accordance with their process. Once compensation is received, replacement items are sent out to the buyer.

Due to varying factors, we do not send out replacement items until the claims process is complete.

Please note that we will not action any claim made via any other form of communication (phone, Facebook, text message, etc.).