returning an order

14 Day Returns Policy

We hope you are very happy with your order, but should you for any reason decide to return all or part of your order, you have the right to cancel the item(s) on your order (exclusions apply, see below) and request an exchange or refund via email and return the item(s) within 14 days from the date you receive your order, providing the item(s) are still in the exact same unused condition as sent to you with unopened & packaging etc intact* (returns procedure below).

Due to the nature of our business, we understand returns need to be dealt with quickly and efficiently. To give you peace of mind, all returns are dealt with the same day we receive them back (if a working day)

Please follow these steps for a hassle-free return.

  • Simply email us or reply to any order confirmation email you have received from us within 7 days of receiving your order. Please state in your email if you require an exchange or refund and ensure you provide us with your name and order number and if exchanging, details of the item you wish to exchange for.
  • When returning the item(s), enclose a summary inside your parcel stating all information you require
  • You are responsible for the costs of returning the item(s) back to us and we can take no responsibility for any item(s) lost in the post so we recommend you use a trackable delivery service for your peace of mind to include your name and address on the back of the parcel.
  • We do not accept hazardous materials or flammable liquids.
  • Goods returned as ‘unwanted’ or ‘incorrectly ordered’ will be accepted at the discretion of  Distinctive Nail Products and subject to a restocking fee of 25%
  • Unfortunately, we cannot accept returns on sale items (including Mystery Boxes).


There is an exchange delivery charge of £4.00 to resend your exchange (this charge may increase depending on the size of your order). We will invoice you via email for this so you can pay using one of our payment services.

During our VAT Free Sale you will still be charged VAT (because we are required by law to pay) but the amount you pay is as though we had not charged it. For example, if a product is for sale at £100.00 (excluding VAT) the total you normally pay is £120.00 (including VAT). When we have a VAT Free Sale, we discount the price down to £83.33 (excluding VAT) so the total you pay is £100.00 (including VAT), which is the same as the normal selling price, but without the VAT.


All refunds will be processed back onto your original payment method. We refund the full amount of the purchase price (delivery charges/upgrades are a direct cost and therefore non-refundable).

All item(s) are inspected* once received back with us and prior to processing any exchange or refund, so please ensure you comply with the following:

Inspect* – items must be returned to us in their original condition. They must be unopened/unused. Any items found to be used, damaged or appear to have been used will be exempt from this returns policy and no exchange/refund will be given.

If you are buying as a ‘customer’, as defined in The Customer Protection (Distance Selling) Regulations 2000, the goods may be returned within 7 working days (excluding Saturday, Sunday and any UK Bank Holiday) of delivery for a full refund. You shall be liable for the postage cost to return the goods to Distinctive Nails Products (goods should be returned with proof of delivery). You must take responsible care of the goods and return them in their original packaging.

Damaged, Faulty or Not As Described

All items supplied by us leave our premises without any knowing damage or defect. If your parcel is damaged on delivery you will be covered by courier insurance and you are advised not to sign for the item and contact us immediately to effect the claims process. Faults reported after 24 hours are not covered and therefore we will hold no responsibility.

We will refund your return postage costs up to £4 after receipt and inspection of the item(s) and we will pay the postage costs for replacements to be sent to you. Replacements are on a like for like basis only (exact item). If you require an item, this will be treated as a normal exchange. If you change your mind and do not wish to have a replacement, we will simply treat as a normal refund return therefore no postage costs will be reimbursed.

We are unable to exchange, refund or replace an item(s) until we have received the original item(s) back. To be fair and equal to all customers, we do not make ANY exceptions to our returns policy, so you will be deemed to have accepted the goods if you have not requested otherwise within the 7 day timescale. Any return requests after 7 days will be refused.

You agree to be bound by the terms and conditions of this returns policy when you place your order with us. If you have any questions regarding this policy, please get in touch before ordering.

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