Moment Nails Return, Refund and Exchange Policy

I. Inquiry Methods

If you have any questions regarding returns, refunds, or exchanges, you may contact us through any of the following channels:

• Email: info@momentnails.com
• Phone: +86 18947100008

II. Core Policy Overview

III. Return Application Conditions

• Timeline Requirement: Return applications must be initiated within 14 days of receiving the product; applications submitted after this period will not be accepted.
• Product Condition: Returned products must remain in their original, unused state with all original tags intact and original packaging well-preserved.
• Proof of Purchase Requirement: A purchase receipt or other documents verifying the purchase is required when applying for a return.
• Non-Returnable Items:
  • Custom or personalized products
  • Hygiene products (e.g., undergarments) – only unopened and unused hygiene products are eligible for return

IV. Return Procedures

• Contact Customer Service to Submit Application: Send an email to info@momentnails.com, stating your order number, reason for return, and attaching photos (if necessary) to support the product condition.
• Obtain Return Authorization: Our customer service team will review your application. Once approved, we will provide you with a "Return Authorization Number" and detailed return instructions.
• Package the Returned Product: Properly package the product as instructed, ensuring all original tags and packaging are intact, and include the "Return Authorization Form" in the package.
• Ship the Product: Use a reliable shipping service with tracking. Please note: We will cover the shipping cost only if the product is defective or incorrectly shipped; otherwise, the customer shall bear the shipping cost.

V. Refund-Related Instructions

• Refund Review: After receiving your returned product, we will inspect its condition and notify you of the review result (approved or rejected) via email within 10 business days.
• Refund Crediting Time: Approved refunds will be returned to your original payment method within 10 business days. The actual crediting time may be delayed due to differences in processes between banks or credit card issuers.
• Refund Confirmation: You will receive a dedicated confirmation email once the refund is processed, which you can use to verify the relevant information.
• Handling Unreceived Refunds: If you do not receive the refund within the expected timeframe mentioned above, we recommend checking with your bank or payment platform first. For further assistance, please contact us at info@momentnails.com.

VI. Exchange Policy

• Eligible Exchange Scenarios: We only offer exchanges for incorrectly shipped or defective products. Please contact us within 14 days of receiving the product to apply for an exchange, and we will cover the return shipping cost for eligible exchanges.
• Handling Size Errors: If you ordered the wrong size, please first complete the return process as outlined in the "Return Procedures" section above, then place a new order for the correct size. Direct size exchanges are not supported.

VII. Handling of Special Cases

• Defective/Damaged Products: If the product you receive is defective or damaged during transportation, please contact us within 14 days of receipt. We will arrange for a free return and offer you two solutions based on your preference: a replacement with a new product or a full refund.
• Incorrectly Shipped Products: If you receive a product that does not match your order (e.g., wrong style or color), please contact us within 14 days of receipt. We will cover the return shipping cost and send you the correct product promptly.
• Lost Packages: If your package does not arrive within the estimated delivery timeframe, please contact us and we will initiate an investigation with the shipping carrier immediately.

VIII. Timeline Reminders for Return/Exchange Process

Regarding the initiation and shipment of returns, you need to complete the return application and ship the product within 14 days of receiving it; we will not be able to process your return if it exceeds this timeframe. After we receive your returned product, we will complete the product condition inspection within 7 business days. Once the inspection is approved, we will issue the refund to your original payment method within 10 business days – please keep an eye on your account activity.

IX. Return Address

X. Contact Information