Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@saviournails.co.uk. Please note that returns will need to be returned to us.
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@saviournails.co.uk.
Damaged, Faulty or Incorrect Items
Every Saviour™ order is carefully packed and checked before dispatch. In the unlikely event that your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery so we can review this promptly.
To help us assess your claim, we may request:
- Clear photographs of the outer package, including the shipping label
- Clear photographs of the internal packaging
- Multiple clear photographs of the damaged or faulty item from different angles
- A short video showing the damaged item, packaging and any product leakage or breakage
- Confirmation that the item and all packaging have been retained
Please do not dispose of the product, glass, applicators, lids, inserts, internal packaging or outer parcel until your claim has been fully reviewed. These may be required for return, inspection, courier investigation or insurance purposes.
We are unable to process damaged item claims where the goods and/or packaging have been disposed of before we have had the opportunity to inspect or verify the issue.
Evidence, Claim Verification and Fraud Prevention
We reserve the right to review all evidence provided as part of any refund, replacement or damage claim.
Any claim that appears to include misleading, digitally altered, AI-generated, staged or fraudulent evidence may be refused and may be reported to the relevant payment provider, courier, fraud prevention service and/or appropriate authorities.
Submitting false information, altered imagery or misleading evidence in order to obtain a refund, replacement or financial gain may constitute fraud.
This does not affect your statutory rights.
Exceptions / non-returnable items
For hygiene and safety reasons, we cannot accept returns on certain items, including cosmetics and personal care products. This includes any opened or used items. We also do not accept returns on sale items or gift cards. If you have any concerns or questions about a specific product, please contact us for assistance.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Not withstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thenaildresser.co.uk.