RETURNS & REFUNDS POLICY

Last updated: June 4, 2026

1. HYGIENE NOTICE

Our products are manicure and pedicure tools used in direct contact with skin and nails. For health and safety reasons:

OPENED OR USED PRODUCTS CANNOT BE RETURNED!

This policy complies with health regulations in the European Union, United States, and South America for personal care items.

If you are unsure about a product, please contact us before opening the seal.

2. RETURN CONDITIONS – ALL REGIONS

To be eligible for a return, the product must be ALL of the following:
- Unopened (original seal intact)
- Unused
- In original, undamaged packaging
- In resalable condition

We verify returns upon receipt. If the seal is broken or the product shows signs of use, the return will be rejected and the product will be sent back to you at your cost.

3. RETURN PERIODS BY REGION

You have the following number of days from the delivery date to request a return:

| Region | Return Period |
|--------|---------------|
| European Union | 14 calendar days |
| United States | 14 calendar days |
| South America (including Brazil) | 14 calendar days |

For EU customers: Under EU Directive 2011/83/EU, you have a 14-day right of withdrawal. However, this right is LOST once you break the product seal for hygiene reasons (Article 16(c) of the Directive). Therefore, the right of withdrawal applies only to unopened products.

4. HOW TO RETURN A PRODUCT

Step 1: Request a return
Email support@somanails.com within the return period. Include:
- Your order number
- Photos of the unopened, sealed product
- Reason for return

Step 2: Receive return authorization
We will respond within 2 business days with:
- Our return address (Moscow, Russia)
- Return instructions

Step 3: Ship the product back
- Pack the product securely
- Use a tracked shipping service
- Keep your proof of postage

Step 4: Receive your refund
Once we receive and verify the product is unopened, we will refund you within 14 days.

5. RETURN SHIPPING COSTS

| Situation | Return Shipping Paid By |
|-----------|-------------------------|
| Customer changed mind (product unopened) | Customer |
| Wrong product sent by us | Seller (us) |
| Product defective | Seller (us) |
| Product damaged in transit | Seller (us) |

For customer-paid returns: We recommend using a tracked service. We are not responsible for return packages lost in transit.

6. REFUND AMOUNT

For change-of-mind returns (unopened product):
- Refund: Product price
- Not refunded: Original shipping cost, return shipping cost

For defective or wrong product returns:
- Refund: Full order total including original shipping

All refunds are processed to the original payment method within 14 days of receiving the returned product.

Your bank or payment processor may take additional time to show the refund on your statement.

7. DEFECTIVE PRODUCTS

If you believe you received a defective product:
1. Contact us within 7 days of delivery at support@somanails.com
2. Provide: order number, photos or video clearly showing the defect
3. Describe the issue

What IS considered a defect:
- Product does not function as intended (e.g., file does not file)
- Broken or cracked product upon arrival (with unboxing video)

What is NOT considered a defect:
- Normal minor variations in color or texture
- Different appearance from website photos (lighting differences)
- Allergic reaction or skin sensitivity – test on a small area first
- Discomfort during use – nail tools require proper technique
- Damage caused by misuse or improper storage

If we confirm a defect:
- We will provide a return shipping label
- We will send a replacement or issue a full refund (your choice)

8. VIDEO PACKAGING VERIFICATION

We video-record all packaging before shipment. A sticker on your package states:

"Packaging video-recorded – opening this package constitutes acceptance of contents as delivered."

By opening the package, you acknowledge that:
- The video recording is evidence of proper packing
- Any claim of missing or wrong items must be supported by your own unboxing video

This protects both parties against fraud and shipping disputes.

9. NON-RETURNABLE ITEMS

The following cannot be returned for any reason (except manufacturing defect):
- Products with broken or missing seals
- Products that show any signs of use or opening
- Products damaged by customer after delivery
- Custom or personalized orders (if offered)

10. REFUND TIMELINE SUMMARY

| Step | Time |
|------|------|
| Return request reviewed | Within 2 business days |
| Customer ships return | Within 14 days of authorization |
| Refund processed after receipt | Within 14 days |

11. EU CUSTOMERS – ADDITIONAL INFORMATION

Under EU law, you have the right to withdraw from your purchase within 14 days of receiving the product WITHOUT giving any reason.

However, this right is EXCLUDED for:
- Sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (Article 16(c), EU Directive 2011/83/EU)

Our products fall under this exclusion. Therefore:
- If you do not open the seal, you may return within 14 days
- If you open the seal, you lose the right of withdrawal

We clearly state this before purchase. By completing your order, you acknowledge and agree to this limitation.

12. CONTACT

For all return requests: support@somanails.com
Please include your order number in every email.

Instagram: @soma.nailstore

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Last updated: June 4, 2026