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Refund policy
Refund & Returns Policy
Last updated: 13 September 2026
We hope you love your Nailab order. If something is not right, this policy explains your return, cancellation and refund rights.
Nothing in this policy affects your statutory consumer rights.
Change-of-mind returns
If you purchase from Nailab as a consumer online, you will normally have the right to change your mind about eligible products.
You have 14 days from the day you receive your order to tell us that you wish to cancel.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us.
You do not need to give us a reason for cancelling an eligible order.
To start a return, please contact:
Please include your:
- name;
- order number; and
- details of the product or products you wish to return.
Returns should be sent to:
Nailab
32 Warwick Road
Milford Haven
Pembrokeshire
SA73 2LP
United Kingdom
Please contact us before sending your return so that we can provide the appropriate return instructions. Sending a return without contacting us first may delay its processing.
Condition of returned products
You may inspect and handle a product in the same way that you reasonably would if viewing it in a shop.
Where possible, products should be returned with their original packaging.
Original packaging is not an absolute condition of exercising your statutory cancellation rights.
However, where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, we may make an appropriate deduction from your refund where the law allows us to do so.
Cosmetic products and hygiene
Some sealed products may not be suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
Where a product is supplied sealed and the relevant legal exception applies, the right to cancel because you have changed your mind may be lost once that seal has been broken.
We will only rely on this exception where it legally applies to the particular product.
The fact that an item is a beauty or cosmetic product does not automatically mean that it cannot be returned.
This exception does not affect your rights if a product is faulty, damaged, incorrect or not as described.
Return postage for change-of-mind returns
For an eligible return made because you have changed your mind, you are responsible for the direct cost of returning the product to Nailab unless we tell you otherwise.
We recommend using a tracked service or obtaining proof of postage.
Nailab cannot be responsible for a return that does not reach us where the return journey is your responsibility.
Faulty, damaged or incorrect products
Please inspect your order when it arrives.
If your product is:
- faulty;
- damaged;
- not as described; or
- different from the product you ordered,
please contact us as soon as reasonably possible at:
Please include your order number and details of the issue. We may ask you to provide photographs where this will reasonably help us investigate the problem.
Goods supplied to consumers must be of satisfactory quality, fit for purpose where applicable and as described.
UK consumers generally have a 30-day short-term right to reject faulty goods and obtain a refund where the legal requirements are met. Other remedies, including repair or replacement, may apply after this period.
Where a product is faulty, damaged, incorrect or otherwise does not conform to the contract, Nailab will cover reasonable return costs where we are legally responsible for doing so.
Sale and promotional items
Products purchased in a sale or using a promotional discount have the same statutory consumer rights as full-price products.
Eligible sale items may therefore still qualify for statutory change-of-mind cancellation rights when purchased online.
Being discounted does not affect your rights if a product is faulty, damaged, incorrect or not as described.
Exchanges
We do not currently operate a direct exchange service.
If you would like a different product or scent, the simplest option is to return the eligible item in accordance with this policy and place a new order for the product you would prefer.
This does not affect any legal right you may have to a replacement where goods are faulty or otherwise do not conform to the contract.
Refunds for change-of-mind cancellations
Once we receive your returned goods, or where applicable you provide evidence that they have been sent back, we will process any refund due to you without undue delay.
We will normally make the refund within 14 days of receiving the returned goods or evidence that they have been returned, whichever occurs first, where the statutory cancellation rules apply.
Where you cancel an entire eligible order, we will also refund the cost of our least expensive standard delivery option where required by law.
If you chose a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above our standard delivery charge.
Refunds will normally be made using the same payment method originally used to place the order unless otherwise agreed.
Your bank, card provider or payment service may take additional time to show the refunded amount after Nailab has processed it.
Orders that have not yet been dispatched
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
If we are able to stop the order before dispatch, we will cancel it and arrange a refund.
If the order has already been dispatched, you may need to follow the returns process above.
Gift cards
Gift cards cannot normally be exchanged for cash.
Any statutory rights that apply to a particular gift card purchase remain unaffected.
Stockist and trade orders
Orders placed through a Nailab Stockist or trade account are business-to-business purchases where they are made wholly or mainly for business purposes.
The statutory consumer 14-day change-of-mind cancellation right does not generally apply to business purchases.
If there is a problem with a Stockist order, including damaged, faulty, missing or incorrect products, please contact:
We will review the issue in accordance with the applicable trade terms and legal requirements.
Returning your order
Unless we provide different instructions for a particular return, please send eligible returns to:
Nailab
32 Warwick Road
Milford Haven
Pembrokeshire
SA73 2LP
United Kingdom
We strongly recommend keeping proof of postage until your return and refund have been completed.
Contact us
If you have any questions about a return, cancellation or refund, please contact:
Nailab
32 Warwick Road
Milford Haven
Pembrokeshire
SA73 2LP
United Kingdom
Email: hello@nailab.co.uk
For further information, please also see our Terms & Conditions and Shipping Policy.