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TERMS AND CONDITIONS
of product return and exchange
Revision No. 01-EN
Effective from January 26, 2026
1. GENERAL PROVISIONS
1.1. Product return is a procedure in which the customer returns the product and, depending on the seller's decision and the customer's agreement, receives:
1.1.1. Product exchange (partial or full);
1.1.2. Refund (partial or full).
1.2. Product return is mandatory under a warranty case, and may also be carried out at the seller's discretion in a non-warranty case, which is considered individually for each case.
1.3. The manufacturer guarantees the quality of the product until the expiration of its shelf life, subject to compliance with transportation, use, and storage conditions.
1.3.1. In the case of opening gel polish products, the quality warranty applies for 18 months from the moment of opening, but in any case until the expiration of the shelf life, provided that such type of product is properly transported, used, and stored.
1.3.2. The Buyer is obliged to visually inspect the box(es) with the product at the postal branch for signs of damage, excessive moisture, or other damage during transportation.
1.3.3. The Buyer is obliged to visually inspect the product at the postal branch for damage during transit. In case of a large number of items in an order (from 10 items), to check for obvious manufacturing defects of the packaging that fall under the definition of a warranty case, the buyer must inspect the product within 5 (five) working days from the moment of receiving the product.
1.4. The general policy on product return and exchange is aimed at meeting the customer's need to receive quality goods and service, even in the event of the customer's own mistake.
1.5. As a general rule, perfume and cosmetic products, as well as manicure and pedicure tools (bits, files) are not subject to exchange (return) in accordance with Resolution of the Cabinet of Ministers of Ukraine No. 172 dated March 19, 1994 "On implementation of certain provisions of the Law of Ukraine 'On Consumer Protection'".
1.5.1. The Seller may exchange the product only if there is a warranty case.
1.6. The decision to recognize a case as a warranty or non-warranty is made within 14 calendar days from the date of the customer's application with a properly executed claim. If during the initial application the claim was not properly executed, the start date of the period for considering the claim begins from the moment of proper execution of the claim.
2. WARRANTY CASES
2.1. Warranty cases are considered to be those in which the defect or dissatisfaction with the product is related to a manufacturing defect or an error by the manufacturer, namely:
2.1.1. Damaged product packaging, namely: a chip or crack in the bottle, broken packaging, missing or defective brush, product leakage, damage to the cap or thread, except for cases of packaging damage during transportation.
2.1.2. Violation of physical and external properties of the product, in particular: product delamination that does not disappear after thorough mixing; presence of sediment in the form of a film, lumps, or foreign inclusions that do not disappear after thorough mixing; excessive thickening or, conversely, watery consistency; color and pigmentation defects (discoloration compared to existing product; significant loss of color saturation after polymerization); coating defects (chips, cracks, or peeling immediately or shortly after application using correct technique; uneven application, streaks, bald spots); odor defects (harsh, atypical, or chemically altered odor that does not meet the norm for this product).
2.1.3. Foreign objects or contamination inside the packaging (debris, lint, solid particles that are not part of the product formula).
2.1.4. The product does not polymerize / cure subject to compliance with the manufacturer's recommendations regarding:
– Lamp type,
– Power,
– Polymerization time,
– Material compatibility.
– Any other confirmed manufacturing defect detected during product use.
2.1.5. Packaging error by the seller (wrong product, volume, shade, or quantity sent).
2.1.6. Expired or incorrectly labeled product, namely:
– Shelf life or batch number is missing;
– Labeling text is partially unreadable;
2.1.7. Shelf life expired at the time of product shipment.
2.1.8. Non-compliance of the product with stated characteristics, if confirmed by the manufacturer's inspection (e.g., mismatch of texture or functionality not related to storage or use conditions, and mismatch of actual and stated shade/color).
2.2. Customer action procedure in case of a warranty case:
2.2.1. Customer actions. In the event of a warranty case, the customer is obliged to contact the seller with a written claim in any convenient form that allows fixing the appeal to the seller.
2.2.2. Claim requirements. The claim must indicate the buyer's full name, order number, description of the defect, and include photo/video of the product, the order payment receipt, and documents confirming receipt of the product.
2.2.3. Special actions for the warranty case provided for in cl. 2.1.1. If packaging or product damage is detected at the postal branch upon receipt of the product, the customer is obliged to notify the seller and record this fact together with the employees of the postal branch. The customer must send a copy of the drawn-up act, photo, and video of the damaged product to the seller.
2.3. Based on the review of the customer's claim, the Seller makes one of the following decisions:
2.3.1. Product exchange (full or partial);
2.3.2. Refund of funds with return of the relevant part of the product to the seller;
2.3.3. Reshipment of the product to the customer in the relevant part;
2.3.4. Refusal to satisfy the claim with appropriate justification.
3. NON-WARRANTY CASES
3.1. Non-warranty cases are considered to be those in which the defect or dissatisfaction with the product is not related to a manufacturing defect or an error by the manufacturer/seller. A case may be recognized as non-warranty if, based on the customer's appeal and provided materials or internal inspection results, the absence of the stated defect, flaw, or non-compliance with product characteristics is established, namely:
3.1.1. Shipment of the wrong product through no fault of the seller, including errors when placing the order by the customer (wrong shade, volume, product chosen, etc.).
3.1.2. The product does not polymerize / cure if inspection establishes that the product is of high quality and meets stated requirements, and the problem arose due to:
– Inappropriate or weak lamp,
– Non-compliance with recommended polymerization time,
– Material incompatibility,
– Violation of application technology.
3.1.3. Exchange or return of used goods, as well as goods with broken packaging integrity (opened, partially used product) is not carried out and is not a warranty case. Exchange/return of a product is allowed if an error was made by the seller during order placement or assembly (wrong product, volume, shade, or quantity sent), such a case is considered a warranty case regardless of the fact of opening or using the product.
3.1.4. Defects caused by the customer, in particular:
– Improper storage (high/low temperature/humidity, exposure to sunlight),
– Violation of transportation conditions after receiving the product,
– Use after the expiration date.
3.1.5. Individual allergic reaction or increased sensitivity, as this is a feature of the organism, not a product defect.
3.1.6. Non-compliance with the customer's subjective expectations, including cases where the color shade differs from the image in the photo (due to individual screen settings, lighting, base type, or application features).
3.1.7. Product damage during transportation.
3.2. The manufacturer/seller does not satisfy a claim for product exchange or return, refunds, and does not make any reimbursements in favor of the customer if the case under the submitted claim is recognized as non-warranty.