Refund policy

At NELI NAILS, we are committed to offering you high-quality products. However, if you are not satisfied with your purchase, you have the option to return your order under certain conditions. Please read our return and refund policy carefully to understand the steps to follow.

1. General Return Conditions

You may request a return within 14 days from the date of receipt of your order, in accordance with applicable legislation.

To be eligible for a return, items must meet the following criteria:

✔ Not have been used, opened, or worn
✔ Be in their original packaging, complete and in perfect condition
✔ Include all provided accessories (glue, gel pads, wipes, file, cuticle pusher, etc.)
✔ Not be promotional or customized items (non-refundable, except in case of manufacturing defects)

If any of these conditions are not met, we reserve the right to refuse the return.

2. Return Procedure

2.1. Return Request

To initiate a return, please follow these steps:

1) Send a return request to our customer service at
📧 support@nelinails.com including:

  • Your order number

  • The reason for the return

  • Photos of the product if necessary (in case of defects or quality issues)

2) Wait for our confirmation:

  • Within 48 business hours, we will send you the return instructions.

3) Ship the package:

  • Ship the package to the following address: 7B Rue de Strasbourg, 57100, Thionville, France

  • Use appropriate packaging to prevent damage during transport.

  • Include a copy of your invoice or order number inside the package.

  • Return the product to the address we will provide.

Important: Return shipping costs are the customer's responsibility, unless the product is defective or an error was made on our part.

3. Refunds

3.1. Refund Processing Time

Once the product has been returned and inspected, we will process the refund within 7 to 10 business days from the date we receive the parcel.

The refund will be issued using the same payment method used for the purchase. A confirmation email will be sent once the refund has been processed.

Please note: Depending on your bank, the time it takes for the refund to appear may vary.

3.2. Refunded Amount

Item compliant and in perfect condition → Full refund of the product price, excluding shipping costs.

Defective item or error on our part → Full refund (product + initial shipping costs) + reimbursement of return shipping costs if proof is provided.

Item returned in poor condition → No refund possible.

3.3. Parcel Not Collected at Pickup Point

When the customer chooses delivery to a pickup point and the parcel is:

✔ Properly shipped by NELI NAILS
✔ Made available at the pickup point selected by the customer
✔ Marked as available by the carrier (notifications and reminders sent)

but is not collected within the timeframe set by the carrier, the parcel is automatically returned to NELI NAILS.

In this case:

Failure to collect the parcel does not constitute an error on NELI’s part.

The order will not be eligible for a refund.

Initial shipping fees are non-refundable.

Upon receipt of the returned parcel, reshipment may be offered at the customer’s request.

Reshipping costs will be entirely borne by the customer.

These costs will be calculated based on the actual shipping price applied by the carrier at the time of reshipment, and not on any promotional rates or free shipping applied during the initial order.

The customer acknowledges that choosing pickup point delivery implies the responsibility to collect the parcel within the timeframe communicated by the carrier.

4. Exchanges

We do not offer standard exchanges. If you would like a different color, shape, or model, we invite you to:

1) Return the unwanted product by following the procedure above
2) Place a new order for the desired product

5. Exceptions – Non-refundable Items

Certain items cannot be returned or refunded:
❌ Used, opened, or incomplete products
❌ Sale items (except in case of manufacturing defects)
❌ Customized products
❌ Gift cards

6. Damaged or Incorrect Orders

If you receive a damaged product or one that does not match your order, please contact us within 48 hours of receipt with:
📸 Photos of the product and packaging
📦 Your order number

After verification, we will proceed with a replacement or refund at no extra cost.

7. Order Cancellation

Orders cannot be cancelled once placed. If the product does not suit you, you may return it after receipt, provided the package has not been opened.

For any return request, please contact us at:
📧 support@nelinails.com

8. Contact and Support

📧 Email: support@nelinails.com
📍 Customer service hours: 9am–5pm (Paris UTC+01:00)

We remain at your disposal for any questions regarding your return or refund