Returns & Refunds

1.Purpose

This Returns and Refunds Policy governs the conditions applicable to product purchases made through the shop integrated into the Nail Universelle application. Nail Universelle acts as a platform operator connecting buyers with professional or private sellers. Each seller remains responsible for the products it offers for sale, as well as for handling returns, exchanges and refunds.

2.Order cancellation before shipment

The customer may request cancellation of their order as long as it has not been marked as shipped or delivered.

When a cancellation request is made before shipment, the order is automatically cancelled.

The refund is then processed by Nail Universelle's administration via the payment provider Stripe.

Once the refund has been issued, the time to receive the funds depends on the customer's bank and may vary from one institution to another.

3.Right of withdrawal

In accordance with the provisions of the French Consumer Code, the consumer has a period of fourteen (14) calendar days from receipt of the product to exercise their right of withdrawal, without having to justify their decision.

To exercise this right, the customer must send their request via the in-app messaging or to the following address: contact@nailuniverselle.com

The product must be returned within a maximum of fourteen (14) days following the notification of withdrawal.

4.Return conditions

To be accepted, the product must:

• be returned in its original condition;
• show no signs of use;
• be complete;
• include any accompanying accessories;
• be returned in its original packaging where possible.

Any product returned incomplete, used, damaged or unfit for resale may be refused a refund.

5.Products excluded from the right of withdrawal

In accordance with applicable regulations, the following may not be returned or refunded:

• personalised or made-to-order products;
• opened or used products that cannot be resold for reasons of hygiene or health protection;
• products unsealed after delivery when subject to hygiene rules;
• products damaged after receipt by the customer;
• any product benefiting from a legal exception to the right of withdrawal.

6.Defective or non-conforming products

In the event of receiving a defective, damaged or non-conforming product, the customer must report the problem within seven (7) days of receipt.

The request must be accompanied by:

• the order number;
• a description of the problem;
• photographs allowing the defect to be identified.

After reviewing the case, the seller may offer:

• a replacement;
• an exchange;
• a full or partial refund.

7.Return procedure

Any return request must first be made through the application.

No return should be shipped without prior approval from the seller or Nail Universelle.

The seller may provide a specific return address.

8.Return costs

Unless otherwise required by law, return costs remain the customer's responsibility.

However, when the product is recognised as defective, non-conforming or shipped in error, the return costs may be borne by the seller.

9.Refund

The refund is issued only after receipt and verification of the returned product.

The refund will be made using the original payment method used for the order.

Bank processing times may vary depending on the customer's institution.

Nail Universelle cannot be held responsible for processing times imposed by banks or payment providers.

10.Refusal of refund

A refund may be refused in particular in the following cases:

• used product;
• product damaged after receipt;
• lack of proof of purchase;
• failure to follow the return procedure;
• fraud or attempted fraud;
• request made outside the legal or contractual deadline.

11.Nail Universelle's liability

Nail Universelle acts exclusively as a platform connecting parties.

Unless otherwise required by law, Nail Universelle cannot be held responsible for:

• the quality of the products sold;
• product defects;
• shipping delays;
• commercial disputes between buyers and sellers.

However, Nail Universelle reserves the right to act as a mediator in order to facilitate the resolution of a dispute.

12.Disputes

In the event of a disagreement relating to a return or a refund, the parties are invited to seek an amicable solution via the in-app messaging.

Failing an agreement, the dispute may be submitted to the competent courts in accordance with applicable law.

13.Contact

For any question relating to this policy:

Email: contact@nailuniverselle.com & support@nailuniverselle.com