Returns & Refunds Policy

Phenomenail Ltd

Last updated: 8 October 2026

At Phenomenail®, we take pride in providing high-quality professional nail products, tools and accessories. As a small, family-run business, many of our products are carefully hand-filled, prepared and inspected before dispatch.

For hygiene, safety and product integrity, we have established the following Returns & Refunds Policy.

1. Professional Products & Final Sale

Phenomenail® supplies products intended for qualified nail technicians and nail industry professionals.

For customers purchasing for business use (B2B), the following products are classified as Final Sale:

• Phenomenail™ M.E.T.A Pro Gel System: Including BOND-R, UNIGEL-X, STRUCT-R, PIGM-A and FIN-X.

• Nail preparation products: Including primers, bonders, cleansers and other preparation liquids.

• Professional nail tools: Including cuticle pushers, scissors, nippers and other manicure implements.

• Other products: Any additional items clearly identified as Final Sale at the time of purchase.

For these business purchases, we do not accept returns, refunds or exchanges due to change of mind, incorrect shade or product selection, or unwanted items.

This policy helps maintain our hygiene, safety and product quality standards.

Final Sale restrictions do not affect applicable legal rights concerning faulty, damaged or incorrectly supplied goods.

2. Faulty, Damaged or Incorrect Products

Every effort is made to ensure products are prepared, packaged and dispatched in excellent condition.

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as reasonably possible, preferably within 48 hours of delivery.

When contacting us, please provide:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging, where possible

We will assess the issue and arrange an appropriate resolution, which may include a replacement, repair or refund, depending on the circumstances and applicable legal requirements.

The requested 48-hour notification period does not affect your statutory rights.

3. Returns Authorisation

All returns must be arranged through Phenomenail® before products are sent back.

Where a return is approved or legally required, we will provide the appropriate return instructions and address.

Please do not return products to our registered business or correspondence address without receiving return instructions.

For discretionary returns accepted on business purchases, customers are responsible for return postage unless otherwise agreed.

Where goods are faulty, damaged or incorrectly supplied, return costs and arrangements will be handled in accordance with applicable legal requirements.

4. Refunds

Once an authorised return has been received and assessed, we will notify you of the outcome.

Where a refund is approved or legally required, payment will normally be returned to the original payment method.

Refund processing times may vary depending on your bank or payment provider.

All refunds required by law will be processed within the applicable statutory timeframe.

5. Product Use, Handling & Storage

Phenomenail™ gel products are formulated for professional nail use and must be used, handled and stored in accordance with their instructions.

Professional tools and accessories must also be used and maintained appropriately.

We cannot accept responsibility for product deterioration, contamination or damage caused by:

• Incorrect storage or exposure to unsuitable conditions

• Improper application or misuse

• Failure to follow product instructions

• Contamination or damage occurring after delivery

This does not exclude responsibility for manufacturing defects, goods that were faulty at delivery or any other liability that cannot lawfully be excluded.

6. Consumer Purchases & Statutory Rights

Although Phenomenail® primarily supplies professional nail products for business use, we recognise that some transactions may legally qualify as consumer purchases.

Where applicable, consumers purchasing online generally have the right to cancel eligible orders within 14 days of receiving their goods, without providing a reason.

Customers must notify us of cancellation within the applicable period and return the goods within a further 14 days.

For eligible change-of-mind cancellations:

• Customers are responsible for direct return postage costs, where these have been disclosed before purchase.

• Refunds include the applicable standard outbound delivery charge.

• Refunds will be processed within the statutory timeframe.

• A deduction may be made for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Certain products supplied with protective hygiene seals may be exempt from cancellation once unsealed, where the legal conditions for that exemption are met.

A Final Sale designation does not override applicable consumer cancellation rights.

Nothing in this policy affects statutory rights regarding faulty, damaged, misdescribed or otherwise non-conforming goods.

7. Contact Us

For any questions regarding returns, refunds, damaged products or incorrect orders, please contact Phenomenail® using our official website contact form:

Please include your order number and relevant details so we can assist you as efficiently as possible.

Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes, restricts or overrides any rights or remedies that cannot lawfully be excluded under applicable UK legislation.

Phenomenail® reserves the right to update this policy where necessary. Any changes will not retrospectively remove rights or remedies applicable to purchases already made.