Refund policy

Return and Refund Policy

Our policy lasts 14 days. If 14 days have passed since the receipt of your order, unfortunately we can no longer offer you a refund or an exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted (if applicable):
- any item not in its original condition, that is damaged or missing parts for reasons not due to our error.
- any item returned more than 14 days after delivery.

And certain situations where no refund is granted:
- the product was shipped to the address entered by the customer, but the customer made an error when entering the address and therefore did not receive the order for reasons not due to our error, and the package has not been returned to us. If the package is returned to us, your order may be resent or refunded (see section Package returned to sender).

Return or Exchange Request
To submit a request for an exchange or refund, please ensure you meet the Conditions for a return before following the steps below:

  1. Click on the following link: Return and Exchange Request
  2. a) In the "Order Number" field, enter the order number for which you would like to make your request. The order number looks like R-12345. It was sent to you by email in your order confirmation and can also be found via your customer account.
    b) In the "Email" field, enter the email address associated with the order.
    c) Click on "Find your order". If you have difficulty finding your order, please ensure that you entered the correct information. If the issue persists, feel free to contact us.
  3. Select either "Return" or "Exchange" depending on your choice. If you wish to exchange some items and return others, you will need to submit two separate requests. After the first request, simply click "Create" to make another one.
  4. If your order contains more than one item, select the items you want to return or exchange and choose a reason for the return.
  5. In the case of an exchange, select "Exchange with other items", click Next, then select the items you want in exchange. If you wish to add additional items to your exchange in order to save on potential shipping costs, you may select more items than those included in your return. If there is a price difference, you will receive a payment link before your order is shipped.
  6. Click "Next" then "Ship with the carrier of your choice" (return shipping costs are your responsibility). 
  7. Review your request and click "Submit".

If your return request is approved and requires shipment of the package, you will receive an email with shipping instructions. Once we receive your return, you will receive a confirmation email and either a refund or, in the case of an exchange, the reshipment of the exchanged item(s).

Refunds (if applicable)
Once we have received and inspected the returned item, we will process your refund as soon as possible and no later than 30 days. If your refund request is rejected, we will notify you by email.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within 30 days. Refunds correspond to the amount of the purchase or returned items.

Partial Returns and Refund Calculation (if applicable)
In the case of a partial return, the refund amount will be calculated based on the items you kept. We will recalculate the total amount you would have paid at the date of purchase if the order had only included those items, and this amount will be deducted from the refund of the initial order.
Please note the offers and their conditions of application. For example, if you kept a free gift but the conditions for obtaining it are no longer met (such as a gift offered with a minimum purchase), the value of that item will be deducted from the refund.

Cancellation Request
When requesting an order cancellation, please note that unfortunately we cannot refund the order once it has been processed and shipped.
If you change your mind but your order has already been shipped, you may return it to us in its original condition (unused) in order to receive a refund.

Conditions for a Return

1) Less than 14 days have passed since you received your order;
2) Items have not been used and are in their original packaging;*
3) Items are in good condition and not damaged.**

Exchanges of free items may be subject to specific conditions. See Exchanges.
If you only wish to return some items from your order for a refund, please also see the section Partial Returns and Refund Calculation (if applicable).

*Unfortunately, we cannot refund items once they have been worn or used. French Law Hamon 2014 states that certain goods unsealed by the consumer after delivery are excluded from the right of withdrawal for hygiene or health protection reasons: 

Article L121-21-8

The right of withdrawal cannot be exercised for contracts:
1° For services fully executed before the end of the withdrawal period and whose execution began after the consumer’s prior express consent and waiver of the right of withdrawal;
2° For goods or services whose price depends on fluctuations in the financial market beyond the trader’s control and likely to occur during the withdrawal period;
3° For goods made to the consumer’s specifications or clearly personalized;
4° For goods liable to deteriorate or expire rapidly;
5° For goods unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection ;

Article L121-21-8 therefore applies to all our adhesive press-on nails and gel pads as soon as they have been worn. 

** If you received items in poor condition, please refer to the paragraph Defective or Missing Items.

Late or Missing Refunds (if applicable)
If you have not yet received your refund, please first check your bank account or PayPal account and contact support to verify with them. There may be a processing delay before a refund is displayed.
If after completing all these steps, you still have not received your refund, please contact us at contact@roxynailsparis.com so we can verify the status of your refund.

Exchanges (if applicable)
Only new, unworn, clean, and undamaged products are eligible for an exchange. Items must be returned complete, in their original packaging.
For exchanges, return shipping costs are your responsibility but the shipping costs of the new order will generally not be charged.*
Predefined free items, assigned as part of an offer without the possibility of selection (i.e., where you cannot choose the free item), are not eligible for exchange.

*When a customer benefits from an offer including one or more free items and wishes to exchange only those free items, reshipping fees may apply.
In the case of a bundled promotional offer such as "Buy X, Get Y", the offer is considered as a whole. The free item(s) are automatically determined, with no specific item being inherently "free", as their free nature depends directly on the promotion and the other items in the order.
Consequently, any partial exchange involving a number of items less than or equal to the quantity offered may result in reshipping fees, even if the exchanged items are not those initially identified as free.
For example, if you benefited from a "Buy 2, Get 1 Free" offer and you choose to exchange only one item, reshipping fees may be charged even if the returned item is not the one covered by the promotion.


Defective or Missing Items
We replace an item free of charge only if it is defective or damaged due to our error, or if it is missing from your order due to a preparation error or a delivery incident. In case of an issue with an item or an order, please email us at contact@roxynailsparis.com to report it without delay. Any late claim may be refused.

Gifts
If the returned item was identified as a gift at the time of purchase and was shipped directly to you, please specify this and you will receive a gift card equal to the value of your return. Once we receive the returned item, a gift card will be emailed to you. Otherwise, the refund will be issued directly to the payment method used for the order.

If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first to offer it later, we will send a refund to the gift giver and they will know that you returned the item.


Shipping
To return a product, you must send it via the local post or any other delivery service. If you wish to return your order or part of it, please refer to the section Return or Exchange Request. You can also contact us at contact@roxynailsparis.com so that we can provide you with the return address or return label.

Unless in exceptional cases, you will be responsible for paying your own shipping costs when returning an item. However, the initial shipping fees charged at the time of purchase will be refunded to you, in addition to the returned items. 

Depending on where you live, the time it takes to receive your exchanged product may vary.

You should consider using a delivery service that provides tracking or purchasing shipping insurance. We do not guarantee that we will receive the returned item.

Package Returned to Sender
If by checking your tracking you see that your package could not be delivered and is being returned to sender, it means the carrier could not identify your address and/or mailbox or you did not collect your order from the pick-up point in time.

In this case, we invite you first to contact the carrier as soon as possible to provide them with correct and complete details. If the package is already being returned, contact our customer service at contact@roxynailsparis.com to request a reshipment or refund. 

We therefore invite you to check your messages and your order tracking regularly until you have received your package to avoid return to sender. 

In the event of an order cancellation, the conditions of withdrawal apply. Orders not collected and returned to sender cannot be refunded in full and processing and shipping fees will be deducted from your refund. 

In the case where the package is returned for a reason attributable to you (unclaimed package, incorrect/incomplete address…), you will need to pay new shipping fees before any reshipment of the package.  

If we do not hear from you within 7 days after the "return to sender", we will restock your order (without refund). Additional fees may be charged for reprocessing the order, in addition to shipping fees for resending your order.