Refund policy

Return, Refund and Cancellation Policy - Polinail

Cancellation and Modification Policy

We process and ship orders very quickly. We therefore cannot guarantee any modification or cancellation once your order has been placed.

If you wish to modify or cancel your order, contact our customer service as soon as possible by email at: contact@polinail.com.

We will do our best to modify or cancel your order, provided it has not yet been processed by our warehouse.

To speed up your request, indicate in the subject line of your email: "Cancel my order", along with your full name and your order number in the body of the email.

Returns

Because our products are personal-care items, and for obvious hygiene reasons, we do not accept returns or offer refunds for change of mind, buyer's remorse, or ordering the wrong color or item. Please review your selection carefully before completing your purchase.

We accept a return, replacement, or refund only in the following cases:

  • the item arrived defective;
  • the item arrived damaged during transit;
  • you received the wrong item (different from what you ordered).

In these cases, contact us at contact@polinail.com within 14 days of delivery, with your order number and clear photos of the issue. Our priority is to make it right: in most cases we will ship you a free replacement. Where a replacement is not possible, we will issue a refund.

Non-returnable items

  • Items that have been used, opened, or are no longer in their original packaging (hygiene)
  • Sale or discounted items
  • Gift cards

Refunds (if applicable)

Once an eligible issue has been confirmed (defective, damaged, or incorrect item), we will notify you by email of our decision to approve or reject your request.

If approved, your refund will be credited to your original payment method within 7 to 14 business days. Posting times depend on your bank or card issuer.

Late or missing refunds

If you have been notified that your refund was approved but have not received it yet:

  1. Check your bank account or card statement again;
  2. Contact your credit card issuer (posting delays are common);
  3. Contact your bank.

If after these steps you still have not received your refund, contact us at: contact@polinail.com.

Return shipping

If a return is required for an eligible item (defective, damaged, or incorrect), we will provide the return procedure and the warehouse address. When the return results from our error, we cover the return shipping cost. Returned items remain your responsibility until they reach us; for items worth more than $50, we recommend a trackable shipping service.

Questions

Any questions about this policy? Email us at contact@polinail.com and our team will be happy to help.