TERMS AND RULES
of product return and exchange
Revision No. 01-UA
Effective fr om January 26, 2026
1. GENERAL PROVISIONS
1.1. Product return — is a procedure within which a client returns a product and, depending on the seller's decision and the client's agreement, receives:
1.1.1. product exchange (partial or full);
1.1.2. monetary refund (partial or full).
1.2. Product return is mandatory for warranty cases, and may also be carried out at the seller's discretion in non-warranty cases, which are considered individually for each case.
1.3. The manufacturer guarantees the quality of the product until the end of its shelf life, subject to compliance with transportation, use, and storage conditions.
1.3.1.
In the case of opening gel polish products, the quality guarantee extends for 18 months from the moment of opening, but in any case until the end of the shelf life, subject to proper transportation, use, and storage of such type of product.
1.3.2. The buyer is obliged to superficially inspect the box (boxes) containing the product at the post office for signs of damage, excessive moisture, or other damage during transportation.
1.3.3. The buyer is obliged to superficially inspect the product at the post office for damage during transport. In case of a large number of units in the order (from 10 units), for the purpose of identifying obvious manufacturing defects of the container that fall under the definition of a warranty case, the buyer must inspect the product within 5 (five) business days from the moment of receiving the product.
1.4. The general policy regarding the return and exchange of products is aimed at satisfying the client's need to receive quality products and service, even in the event of an error by the client themselves.
1.5. As a general rule, perfume and cosmetic products, as well as tools for manicure and pedicure (cutters, nail files) are not subject to exchange (return) in accordance with the Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994, No. 172 "On the Implementation of Certain Provisions of the Law of Ukraine 'On Protection of Consumer Rights'".
1.5.1. The seller may exchange the product only in the presence of a warranty case.
1.6. The decision regarding the recognition of a case as a warranty or non-warranty case is made within 14 calendar days from the moment of the client's request with a properly filed reclamation. If the reclamation was not properly filed during the client's initial request, the period for considering the reclamation begins from the moment of the proper filing of the reclamation.
2. WARRANTY CASES
2.1. Cases are considered warranty cases if the defect or dissatisfaction with the product is related to a manufacturing defect or an error on the part of the manufacturer, namely:
2.1.1. Damaged product packaging, namely: a chip or crack in the bottle, broken container, absence or defect of the brush, product leakage, damage to the cap or thread, except for cases of packaging damage during transportation.
2.1.2. Violation of the physical and external properties of the product, in particular: product separation that does not disappear after thorough mixing; presence of sediment in the form of a film, clumps, or foreign inclusions that do not disappear after thorough mixing; excessive thickening or, conversely, watery consistency; color and pigmentation defects (color change compared to existing stock; significant loss of color saturation after polymerization); coating defects (chips, cracks, or peeling immediately or shortly after application using the correct technology; uneven application, streaks, "bald patches"); odor defects (sharp, atypical, or chemically altered odor that does not correspond to the norm for the given product).
2.1.3. Foreign objects or contamination inside the container (debris, lint, solid particles that are not part of the product formula).
2.1.4. The product does not polymerize / does not dry, provided that the manufacturer's recommendations are followed regarding:
– lamp type,
– power,
– polymerization time,
– compatibility of materials.
– any other confirmed manufacturing defect discovered during the use of the product.
2.1.5. Error in assembly by the seller (wrong product, volume, shade, or quantity sent).
2.1.6. Expired or incorrectly labeled product, namely:
– missing expiration date or batch number;
– labeling text is partially illegible;
2.1.7. The shelf life had expired at the time the product was sent.
2.1.8. Non-compliance of the product with the declared characteristics, if confirmed by the manufacturer's inspection (for example, inconsistency of texture or functionality not related to storage or use conditions, and inconsistency between the actual and declared shade/color).
2.2. Procedure for the client in case of discovering a warranty case:
2.2.1. Client actions. In the event of a warranty case, the client is obliged to contact the seller with a written reclamation in any convenient form that allows the seller to record the request.
2.2.2. Reclamation requirements. The reclamation must include the buyer's full name, order number, description of the defect, as well as a photo/video of the product, a receipt of payment for the order, and documents confirming receipt of the product.
2.2.3. Special actions for a warranty case provided for in clause 2.1.1. If damage to the packaging or product is discovered at the post office during receipt of the product, the client is obliged to inform the seller of this and record this fact together with the post office employees. The client must send a copy of the drawn-up report, photos, and videos of the damaged product to the seller.
2.3. Based on the results of considering the client's reclamation, the seller shall make one of the following decisions:
2.3.1. product exchange (full or partial);
2.3.2. monetary refund with the return of the corresponding part of the product to the seller;
2.3.3. re-sending the product to the client in the corresponding part;
2.3.4. refusal to satisfy the reclamation with appropriate justification.
3. NON-WARRANTY CASES
3.1. Cases are considered non-warranty if the defect or dissatisfaction with the product is not related to a manufacturing defect or an error on the part of the manufacturer/seller. A case may be recognized as non-warranty if, based on the results of the client's request and the materials provided, or based on the results of an internal check, the absence of the declared defect, failure, or non-compliance with the product characteristics is established, namely:
3.1.1. Dispatch of the wrong product not through the fault of the seller, including errors when placing an order by the client (wrong shade, volume, product, etc. selected).
3.1.2. The product does not polymerize / does not dry, if the inspection establishes that the product is of high quality and meets the declared requirements, and the problem arose due to:
– inappropriate or weak lamp,
– failure to comply with the recommended polymerization time,
– incompatibility of materials,
– violation of application technology.
3.1.3. Exchange or return of a used product, as well as a product with compromised packaging integrity (opened, partially used product), is not carried out and is not a warranty case. Exchange/return of the product is allowed if an error was made by the seller during the processing or assembly of the order (wrong product, volume, shade, or quantity sent); such a case is considered a warranty case regardless of the fact of opening or using the product.
3.1.4. Defects caused by the client, in particular:
– incorrect storage (high/low temperature/humidity, exposure to sunlight),
– violation of transportation conditions after receiving the product,
– use after the expiration date.
3.1.5. Individual allergic reaction or hypersensitivity, as this is a characteristic of the organism and not a defect of the product.
3.1.6. Inconsistency with the client's subjective expectations, including cases wh ere the color shade differs from the image in the photo (due to individual screen settings, lighting, substrate type, or application features).
3.1.7. Damage to the product during transportation.
3.2. The manufacturer/seller does not satisfy a reclamation for product exchange or return, monetary refund, and does not make any compensation in favor of the client if the case under the submitted reclamation is recognized as non-warranty.