Refund policy

Last updated: 16 July 2026

We want you to be confident when purchasing from NailGlow Supplies. This policy explains our change-of-mind returns process, order cancellation process and your rights when a product is faulty, damaged, incorrect or not as described.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or other applicable laws.

Change-of-mind returns

We accept eligible change-of-mind return requests made within 14 days of delivery.

To be eligible for a change-of-mind return, the item must be:

• Unused, unopened and untested
• In its original packaging
• Complete with all seals, labels, accessories and components
• Undamaged and in a condition suitable for resale
• Accompanied by proof of purchase from NailGlow Supplies

 

Please email hello@nailglow.com.au before returning an item. Include your order number and the product you wish to return.

Do not send a return until it has been approved. We will provide return instructions and the appropriate return address after reviewing your request.

Approved items must be posted back within 14 days of return approval.

 

Free-shipping adjustments

If your order qualified for free shipping and an approved change-of-mind return reduces the value of the products you keep below the free-shipping threshold that applied when the order was placed, the standard shipping charge that would otherwise have applied may be deducted from your refund.

This adjustment applies only to voluntary change-of-mind returns. It does not apply where a product is faulty, damaged, incorrectly supplied, unsafe or materially different from its description.

Products not eligible for change-of-mind returns

We do not accept change-of-mind returns for:

• Any gel polish, builder gel, base coat, top coat, liquid, powder, cream, treatment, nail glue or similar product that has been opened, used, tested or had its seal broken
• Any hygiene-sensitive tool, e-file bit, abrasive, file, buffer or implement that has been opened, used or cannot be safely resold for hygiene reasons
• Products that have been damaged after delivery
• Incomplete sets, bundles or kits
• Gift cards
• Personalised or specially ordered products
• Clearance or final-sale products where they were clearly identified as final sale before purchase

These exclusions apply only to change-of-mind returns. They do not limit your rights when a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Change-of-mind return postage

Customers are responsible for the cost and safe return of change-of-mind items.

We recommend using a tracked postal service and keeping your lodgement receipt. NailGlow Supplies is not responsible for returned parcels that are lost or damaged in transit.

Original delivery charges are not refunded for an approved change-of-mind return.

Change-of-mind refunds

Once the returned item has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will be issued to the original payment method. We aim to process the refund within five business days of approval. Your bank or payment provider may require additional time to make the funds available.

We do not provide a refund where an item is returned used, opened, damaged, incomplete or otherwise outside the change-of-mind conditions stated above.

Faulty, unsafe or incorrectly supplied products

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

Please contact us when a product:

• Is faulty or defective
• Is unsafe
• Is significantly different from its description or images
• Is not fit for its normal purpose
• Does not perform as reasonably expected
• Arrives damaged
• Is different from the product you ordered

Email hello@nailglow.com.au with:

• Your order number
• A description of the problem
• Clear photographs or video where reasonably possible
• Photographs of the parcel and packaging where the item arrived damaged

We may need to inspect or assess the product before confirming the appropriate remedy.

You do not need to have the original packaging to seek a remedy for a faulty product, although keeping the product and relevant packaging may help us assess damage that occurred during delivery.

For a major product problem, you may be entitled to choose a refund or replacement. For a minor problem, we may choose to repair the product where practical, replace it or provide another appropriate remedy. If we cannot fix the problem within a reasonable time, you may be entitled to a replacement or refund.

Products purchased on sale, clearance or promotion remain covered by Australian Consumer Law.

Return costs for faulty or incorrect products

Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, NailGlow Supplies will provide an appropriate return method or reimburse reasonable return-postage costs.

Please contact us before returning the product and keep any postage receipts.

Where assessment finds that the product is not faulty and the problem resulted from misuse, accidental damage, incorrect storage, failure to follow product instructions or normal wear and tear, return and inspection costs may remain the customer’s responsibility where permitted by law.

Damaged deliveries

Please inspect your order after delivery.

Contact us as soon as reasonably possible when an item arrives damaged. Reporting transit damage promptly—preferably within 48 hours—helps us investigate the matter with the delivery carrier. This requested timeframe does not limit any rights you may have under Australian Consumer Law.

Please retain the product, shipping carton, protective packaging and delivery label until we have completed our assessment.

Incorrect or missing items

Please contact hello@nailglow.com.au as soon as possible when your order contains an incorrect item or an item is missing.

We will investigate the order and arrange the appropriate replacement, refund or other solution. We will cover reasonable return costs when we have sent an incorrect product.

Order cancellations and changes

Contact us as soon as possible when you need to cancel or change an order.

We will make reasonable efforts to assist, but cancellations and order changes are not guaranteed after an order has entered processing or packing.

Where an order is successfully cancelled before dispatch, the amount paid will be refunded to the original payment method.

Once an order has been dispatched, it cannot be cancelled. An eligible item may instead be returned under the change-of-mind conditions in this policy.

Refusing delivery or failing to collect a parcel does not automatically cancel the order.

Exchanges

Exchanges are subject to product availability.

For an eligible change-of-mind exchange, the customer is responsible for return postage and any delivery cost for the replacement item.

Where the requested replacement is unavailable, we may offer a refund to the original payment method.

Refund method and processing time

Refunds are normally issued to the payment method used for the original purchase unless another arrangement is agreed with you.

After NailGlow Supplies processes a refund, the time required for it to appear in your account is controlled by your bank, card issuer, PayPal or other payment provider.

Contact us

For returns, cancellations or product concerns, contact:

NailGlow Supplies
Email: hello@nailglow.com.au
Phone: +61 494 337 489

Please include your order number so we can assist you efficiently.