Refund policy

Refund and After-Sales Policy

Last updated: August 12, 2026

NAILENNE sells press-on nails and small accessories, including TikTok Live orders confirmed during a live session. Because press-on nails are personal-use beauty items and many live-sale items are selected, limited, or prepared for a specific order, all sales are final once the order is confirmed and processing has started, except where required by law.

Cancellations

You may request cancellation within 2 hours after payment, only if the order has not been processed, packed, customized, or shipped. After that point, cancellation is not guaranteed.

Returns and exchanges

For hygiene and quality-control reasons, we do not accept returns or exchanges for change of mind, wrong size or style selected by the customer, color differences caused by screens or lighting, live-sale selections, custom or limited items, opened or used items, refused packages, or orders returned because of an incorrect or incomplete shipping address.

Damaged, wrong, or missing items

If your package arrives damaged, contains the wrong item, or is missing an item, contact us within 48 hours of delivery. Please include your order number, TikTok username if applicable, photos or video of the package, shipping label, and items received. After review, we may offer a replacement, store credit, partial refund, or refund depending on the issue.

Shipping and delivery issues

We are not responsible for delays caused by customs, carriers, weather, holidays, remote delivery areas, incorrect addresses, unpaid duties or taxes, or delivery refusal. If tracking shows the package was delivered, please contact the carrier and your local delivery office first; we will help where reasonably possible.

Approved refunds

If a refund is approved, it will be returned to the original payment method. Original shipping fees, customs fees, duties, taxes, payment processing fees, and return shipping costs are non-refundable unless required by law or caused by our error.

How to contact us

Please contact us before opening a payment dispute so we have the chance to review and resolve the issue. Include your order number and clear evidence so we can handle your request faster.