Nila Commitment

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At Nila Nails we are committed to ensuring the products you have purchased are of high quality, safety and efficacy.

 

We understand that sometimes things don't work out as planned, and we're here to help if you're not completely satisfied with your purchase, we offer a hassle-free refund process.

Please read on to learn more about our policies and how to initiate a refund, exchange or faulty product request.

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Product Recalls

Unfortunately from time to time there may be instances where Nila Nails may be required to recall a product from sale with limited notice.

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Scenario 1- Customer has product

If you have purchased a product that has been recalled, the Nila Nails team will reach out and engage with you directly to ensure they can recover the product/products from you whilst reimbursing you for the product/products and apologizing for any inconvenience caused. 

In most circumstances this is unavoidable, and we will work with you to answer or remediate any concerns you may have.

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Scenario 2- Website has product for sale

Product recalls will be swiftly removed from the website as soon as they have been announced from the manufacturer.

Recalls can occur with little notice and action will be taken immediately to withdraw from sale. 

The recalled product/products will only be re-listed once the issues have been rectified.  

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Faulty Products

If you believe the product or products, you have purchased are faulty or defective and or are not functioning in the way you had expected, please contact Nila Nails via the "Chat to us function" with:

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• Order number.

• Contact details.

• Receipt.

• Summary of product concerns.

• Photos or imagery.

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Please note postage of faulty items back to Nila Nails will be of no extra charge to the customer.

This process will be initiated once you engage with Nila Nails.

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Address- Parcel Returns

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Nila Nails

PO Box 74 

Surrey Hills Victoria 3127

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Once we receive this information, Nila Nails will review and ensure a timely response and a way to rectify and remediate the issue whether via refund or exchange.

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Refunds

Refunds for change of mind will be accepted for up to 30 days from the original date of purchase.

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To be eligible for a refund, ensure the below criteria's can be met:

 

• The product or packaging has not been opened.

• The products are in original packaging with tags in a re-saleable form (including that it is in its original packaging, including sales, wrapping, manuals and or accessories).

• The products cannot be used, tested or damaged in any respect.

 

Nila Nails will not accept refunds for markdown of products on sale, all transactions for sale products are final.

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Refund Processing 

1. Fill in the Refund Request form below.

2. Send the order back to Nila Nails PO box listed below.

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Once the physical order has been received back to Nila Nails, we will be able to review the contents of the order and process a refund.

Please note it will be the customers responsibility to pay for all return shipping costs. 

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Address- Parcel Returns

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Nila Nails

PO Box 74 

Surrey Hills Victoria 3127

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Exchanges - Swap a product only

We understand that from time to time you might need to exchange a product, at Nila Nails we are committed to supporting exchanges for up to 30 days from the original date of purchase.

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To be eligible for an exchange, ensure the below criteria's can be met:

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• The product or packaging has not been opened.

• In original packaging with tags in a re-saleable form (including that it is in its original packaging, including sales, wrapping, manuals and or accessories).

• The products cannot be used, tested or damaged in any respect.

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Exchange Processing 

1. Fill in the Exchange Request form below.

2. Send the order back to Nila Nails PO box listed below.

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Once the physical order has been received at Nila Nails, we will be able to review the contents of the order, ensure it meets our minimum criteria and process an exchange.

Please note it will be the customers responsibility to pay for the return shipping costs to Nila Nails as well as the re-shipped cost once the exchange has been processed. 

The re-shipped cost will be initiated once the exchange has been processed, you will be contacted to have this process coordinated for you.

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Address- Parcel Returns

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Nila Nails

PO Box 74 

Surrey Hills Victoria 3127

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Gifts with Purchase

Nila Nails will not provide any refund or exchange for anything deemed "gift" or "sample".

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Shipping Insurance

We encourage our customers to consider postage insurance for high value orders as Nila Nails takes no responsibility for orders lost in transit via courier or Australia Post.

 

If there is anything else you need assistance with that is not listed above, we encourage you to contact us via the "Chat to us" function on our homepage. 

 

Nila Nails we are committed to ensuring our customers receive a high level of customer service.