At Sara Nails, we want you to be completely satisfied with your professional nail supplies. If you change your mind about a purchase, need to cancel an order, or wish to return an item, our returns and cancellation policy is outlined below.

You can request a return, cancellation or, where applicable, exercise your EU right of withdrawal through our online customer account portal.

If you cannot access the portal, checked out as a guest, or need help with your request, please contact us directly.

Online returns, cancellations and withdrawal requests

To request a return, cancellation or EU withdrawal online, please use our customer account portal.

You will need to enter the email address used to place your order. A six-digit verification code will be sent to your email address so you can securely access your order and submit your request.

Once submitted, your request will be reviewed by our team. Submitting a request does not automatically guarantee that your order will be cancelled, returned or refunded.

Cancellations

If you wish to cancel your order, please submit a cancellation request through your customer account portal as soon as possible.

If your order has not yet been prepared, fulfilled or despatched, we will do our best to cancel it before delivery.

If your order has already been prepared, fulfilled or despatched, we may be unable to cancel it before delivery. In this case, you may still be able to return your order once received, in line with this policy and your statutory rights.

If you cannot access the customer account portal, please contact us as soon as possible.

Your right to cancel

If you are a consumer, you may have the right to cancel your online order within 14 days from the day after you receive your goods.

After notifying us that you wish to cancel, you then have a further 14 days to return the goods to us.

For orders containing multiple items delivered separately, the cancellation period begins from the day after you receive the final item in your order.

EU right of withdrawal

If you are a consumer based in the European Union, you may have the right to withdraw from your online purchase within 14 days of receiving your order, without giving a reason.

EU customers can exercise this right through our online customer account portal by selecting the relevant cancellation or return option for their order.

After submitting your withdrawal request, you will receive confirmation by email.

If your order has not yet been despatched, we will review your request and, where possible, cancel the order before delivery.

If your order has already been despatched, we may be unable to stop the delivery. However, you can still exercise your EU right of withdrawal within 14 days of receiving your order. You will then need to return the goods to us.

Condition of returned goods

To be eligible for a return, items must be:

• Unused
• Unopened, where applicable
• In their original packaging
• In a fully resaleable condition

Please package returned items securely to prevent damage in transit and include your order number inside the parcel.

Health, safety and hygiene exceptions

Due to the nature of professional beauty supplies, health protection and hygiene are our top priorities.

We cannot accept returns of sealed products once they have been opened, unsealed or used, unless the item is faulty, damaged, misdescribed or incorrectly supplied.

This hygiene policy applies to, but is not limited to:

• Nail gels and gel polishes
• Liquids, creams, oils and lotions
• Cosmetics
• Nail brushes, files, buffers, applicators and sponges
• Gloves, masks and similar salon hygiene products

How to return your items

Once your return request has been reviewed, we’ll email you with the next steps and return instructions.

Please package your items securely, include your order number inside the parcel, and send your return to:

Sara Nails Returns
3a Meeting St
Magherafelt
BT45 6BN
United Kingdom

We recommend using a tracked shipping service and obtaining proof of postage, as we cannot issue refunds for items lost in transit on their way back to us.

Return shipping costs

Return postage is the responsibility of the customer, unless the item received is faulty, damaged, misdescribed or incorrectly supplied by our team.

If you exercise your EU right of withdrawal, you are responsible for the cost of returning the goods to us, unless the item is faulty, damaged or incorrectly supplied.

Refunds

Refunds will be processed within 14 days of our team receiving the returned goods, or within 14 days of receiving evidence that the goods have been sent back, whichever is earlier.

Where required by law, we will refund the cost of the returned item and the standard delivery charge paid for the original order.

Please note that we do not refund any extra delivery costs chosen by the customer at checkout, such as express or premium delivery services.

Refunds may be withheld until we have received the returned goods or you have provided proof that the goods have been sent back to us.

This policy does not affect your statutory rights.