Refund policy
Last updated: 1 June 2026
Returns
We offer a 14-day return policy. You have 14 days from receiving your order to request a return.
To request a return, please fill our the contact form here or email us at hello@moonnailcare.com and make sure to include your order number.
How it works:
- Items must be unused, unopened and in their original packaging
- Proof of purchase is required (please include your order number in your communications so we can initiate the return process quicker)
- Customers are responsible for the cost of return shipping (there is a £5 flat fee for the return shipping which will be deducted from the refund amount you will receive in your bank account)
- If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Refunds for the item's cost minus shipping will reappear in your bank account within 5-10 business days of processing. Original and return shipping costs are not included in the refund amount.
You can always contact us for any return questions at hello@moonnailcare.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items).
Unfortunately, we cannot accept returns on sale items or gift cards.
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
Notwithstanding 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 5-10 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@moonnailcare.com.