Refund & Returns Policy — United Kingdom
Last updated: [DATE]
This policy applies to consumer orders delivered within the United Kingdom and purchased from Pretty StickOns through prettystickons.co.uk.
Nothing in this policy limits your statutory rights under UK consumer law.
Change-of-Mind Cancellations
For eligible online purchases, you have the right to cancel your order without giving a reason.
You must notify us within 14 days after the day you receive your order. After notifying us, you have a further 14 days to return the eligible products.
To request a cancellation, email [CUSTOMER SERVICE EMAIL] and include:
- Your full name
- Your order number
- The email address used for the order
- The products you wish to return
- A clear statement confirming that you wish to cancel the purchase
- You may also use the cancellation form at the bottom of this policy, although using that exact form is not compulsory.
- Please wait for our return instructions before sending any products.
Hygiene-Sealed Products
Pretty StickOns products may be supplied in tamper-evident hygiene-sealed packaging because the nails, adhesives, preparation products and accessories may come into contact with the nails, skin or cuticle area.
If a sealed product is not suitable for return for health protection or hygiene reasons, your change-of-mind cancellation right may no longer apply once its hygiene seal has been removed, opened, broken or tampered with after delivery.
If you may wish to return your purchase, please do not open or remove the hygiene seal.
This hygiene exception does not affect your legal rights if a product is faulty, damaged, incorrect or not as described.
Standard Sizes and Personalised Products
Our standard XS, S, M and L nail sizes are standard product options. Selecting one of these standard sizes does not by itself make the product personalised.
However, products genuinely made to your individual specifications or clearly personalised for you may not be eligible for change-of-mind cancellation. This may include products made using custom measurements, names, personalised artwork or another design specifically requested by you.
Where this exception applies, it will be clearly explained before you place your order.
Return Condition
Eligible products must be returned with:
- The hygiene seal intact
- The original packaging
- The complete press-on nail set
- All unused accessories
- Any glue, adhesive tabs, preparation pads or tools supplied
- Any bundle items or promotional gifts included with the order
Customers may inspect eligible products only as they reasonably would in a physical shop.
We may reduce your refund to reflect any loss in value caused by handling beyond what was reasonably necessary.
Products may not be eligible for a change-of-mind return if they have been:
- Applied or worn
- Filed, cut, reshaped or altered
- Marked with glue or adhesive residue
- Scratched, stained or damaged
- Contaminated or handled in a way that creates a hygiene concern
- Returned with missing nails, accessories, packaging, gifts or bundle items
- Returned after the hygiene seal has been opened or broken, where the hygiene exception applies
Returning an Eligible Order
After notifying us of your cancellation, you must return the eligible products within 14 days.
Returns should be sent to:
Pretty StickOns
[FULL UK RETURN ADDRESS]
Please do not send a return until you have contacted us and received return instructions.
For change-of-mind returns, you are responsible for the direct cost of returning the products.
We recommend using a tracked postal service and keeping your proof of postage. Pretty StickOns cannot be responsible for a return parcel lost or damaged while being transported by a delivery service selected by you.
Refunds for Change-of-Mind Returns
For an eligible cancellation, we will refund:
- The amount paid for the eligible returned products
- The cost of our least expensive standard delivery option, where you paid for delivery
If you selected an enhanced, express or more expensive delivery option, the additional delivery cost will not normally be refunded.
We may withhold the refund until we have received the returned products or you have supplied evidence that they have been sent back, whichever occurs first.
Once the return has been received and checked, an eligible refund will be issued within 14 days to the original payment method.
No refund administration fee will be charged. However, we may make a lawful deduction for any reduction in value resulting from handling beyond what was reasonably necessary.
Your bank or payment provider may require additional time to display the refund in your account.
Faulty, Damaged, Incorrect or Misdescribed Products
Your statutory rights are not affected by the hygiene conditions or change-of-mind exclusions in this policy.
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible at [CUSTOMER SERVICE EMAIL].
Please provide:
- Your name and order number
- A description of the issue
- Clear photographs or video of the product
- Photographs of the packaging and delivery label, where relevant
We may request this information to understand and resolve the issue, but it does not remove your statutory rights.
Depending on the circumstances and your rights under the Consumer Rights Act 2015, you may be entitled to a refund, repair or replacement.
Where we confirm that the item is faulty, damaged, incorrect or misdescribed, Pretty StickOns will cover reasonable return costs where a return is required.
Incorrect Size Selection
Please review our Sizing Guide before ordering.
Selecting the wrong standard size does not make a product faulty if the product supplied matches the size selected when the order was placed.
If the hygiene seal remains intact, contact us within the cancellation period to determine whether the item is eligible for a change-of-mind return.
If the seal has been opened or the nails have been applied, worn, filed, glued or altered, the hygiene exception may apply and we may be unable to accept a change-of-mind return.
Cancelling Before Dispatch
If you wish to cancel or amend an order before it is dispatched, contact us immediately at [CUSTOMER SERVICE EMAIL].
We will try to help, but we cannot guarantee that an order can be changed after it has entered packing or dispatch processing.
This section does not limit any cancellation rights you may have under UK consumer law.
Delivery Problems
Please contact us if:
- Your parcel has not arrived within the expected delivery period
- The tracking information shows an unexplained delay
- Your order appears to have been lost
- Your parcel arrives visibly damaged
Please email [CUSTOMER SERVICE EMAIL] with your order number and any relevant photographs or tracking information.
Items Purchased on Sale
Products purchased during a sale or using a promotional code have the same statutory rights as products purchased at full price.
Any refund for an eligible return will be based on the amount actually paid for the product.
Exchanges
We do not currently offer direct exchanges.
If an eligible, unopened and hygiene-sealed product can be returned, you may return it in accordance with this policy and place a new order separately.
Contact Us
For cancellations, returns or order problems, contact:
Business: Pretty StickOns
Website: prettystickons.co.uk
Email: [CUSTOMER SERVICE EMAIL]
Return address: [FULL UK RETURN ADDRESS]
Model Cancellation Form
Complete and send this form only if you wish to cancel an eligible order.
To: Pretty StickOns
Email: [CUSTOMER SERVICE EMAIL]
Address: [FULL UK RETURN ADDRESS]
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Order number:
Products:
Ordered on:
Received on:
Customer’s full name:
Customer’s address:
Customer’s email address:
Date:
Signature:
Only required when this form is submitted on paper.
