Return Conditions
You can return or exchange a product within 14 days, provided its commercial appearance is not compromised.
Fill out the form and send the goods back, and we will refund the amount to your account within 7 business days.
Download Return FormOnline Request for Return or Cancellation
In addition to using the form, you can quickly and conveniently request a return for a delivered product or cancel an unfulfilled order directly from your customer account, without contacting us.
How it works:
- Log in to your customer account.
- Enter your email address - you will receive a six-digit login code there. No password is required.
- Open the relevant order and next to the item, click the return or cancel button.
- Select a reason and submit the request.
You will receive a response with a decision and instructions via email. Returns can only be requested for items already delivered, and cancellations - only for items that have not yet been shipped.
Return Policy
The consumer has the right to file a complaint for any non-conformity of the goods or services with what was agreed upon/ordered, when, after delivery, non-conformities with the sales contract are found.
The consumer does not have the right to claim a refund for color differences due to natural variations in color reproduction by different monitor models.
The consumer does not have the right to claim a refund for natural wear and tear of goods.
Any non-conformity of the consumer goods with the sales contract that appears within 6 months after the delivery of the goods is considered to have existed at the time of delivery, unless it is proven that the lack of conformity is due to the nature of the goods or the nature of the non-conformity.
The consumer cannot dispute the conformity of the consumer goods with the sales contract if, at the time of concluding the contract, they knew or could not have been unaware of the non-conformity;
The consumer has the right to file a complaint about the goods or services, regardless of whether the manufacturer or seller has provided a commercial guarantee for the goods or services.
When the complaint is satisfied by replacing the goods with another one that conforms to what was agreed upon, "Elena art nails" will preserve the original warranty conditions for the consumer.
When filing a complaint, the consumer can claim a refund of the paid amount, a replacement of the goods with another one that conforms to what was agreed upon, or a price reduction.
The complaint is submitted verbally on the phone number specified by "Elena art nails" or in writing via the specified email, by mail, or delivered to the company's address. "Elena art nails" provides access to a complaint form on its website.
When filing a complaint, the consumer specifies the subject of the complaint, their preferred method of satisfying the complaint, the amount of the claimed sum, and a contact address, phone number, and email.
When submitting a complaint, the consumer must also attach the documents on which the claim is based, namely:
- cash receipt or invoice;
- protocols, acts, or other documents establishing the non-conformity of the goods or services with what was agreed upon;
- other documents establishing the claim on grounds and amount.
A complaint for consumer goods can be filed up to two years from the delivery of the goods, but no later than two months from the discovery of the non-conformity with what was agreed upon. A complaint for services can be filed up to 14 days from the discovery of the non-conformity of the service with what was agreed upon.
The period stops running for the time necessary to reach an agreement between the seller and the consumer to resolve the dispute.
If "Elena art nails" has provided a commercial guarantee for the goods and the warranty period is longer than the complaint submission periods under paragraph 1, the complaint can be filed until the expiration of the commercial guarantee period.
Filing a complaint does not prevent filing a lawsuit.
"Elena art nails" maintains a register of filed complaints. A document is sent to the consumer's specified email, stating the complaint number from the register and the type of goods.
When "Elena art nails" satisfies the complaint, it issues an act to that effect, which is drawn up in duplicate, and obligatorily provides one copy to the Consumer
(1) "Elena art nails" brings the goods into conformity with the sales contract within one month from the date of the consumer's complaint.
If the goods are not repaired after the expiry of the period specified in the previous paragraph, the Consumer has the right to cancel the contract and have the paid amount refunded or to request a price reduction for the consumer goods in accordance with Art. 114 of the Consumer Protection Act.
Bringing the consumer goods into conformity with the sales contract is free of charge for the Consumer.
The consumer is not liable for the cost of returning the goods due to a defect or other significant non-conformity with the purchased goods that reduces their value or makes them unsuitable for the use agreed upon by the parties. They are not liable for the cost of shipping the consumer goods or for materials and labor related to their repair, and they do not suffer significant inconvenience.
In case of non-conformity of the consumer goods with the sales contract and when the Consumer is not satisfied with the resolution of the complaint, they have the right to choose between one of the following options:
- cancellation of the contract and refund of the amount paid;
- price reduction.
The consumer cannot claim a refund of the paid amount or a reduction in the price of the goods when the trader agrees to replace the consumer goods with new ones or to repair the goods within one month from the date of the consumer's complaint.
The trader is obliged to satisfy a request for cancellation of the contract and to refund the amount paid by the consumer when, after satisfying three complaints from the consumer by repairing the same goods, within the warranty period, there is a subsequent appearance of non-conformity of the goods with the sales contract
The consumer cannot claim cancellation of the contract if the non-conformity of the consumer goods with the contract is insignificant.
