Moment Nails Return and Refund Policy

• Last Updated: August 6, 2025
• Gratitude: Thank you for shopping with us at Moment Nails. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Inquiry Methods

• Email: info@momentnails.com
  
• Phone: +86 18947100008

Policy Overview

Order Cancellations

• You may cancel your order within 2 hours of purchase by contacting our customer service team.
• If your order has already been shipped, please follow the steps in the "Return Instructions" section below.

Return Conditions

1. Return Window: Items can be returned within 14 days of delivery.
2. Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
3. Proof of Purchase: A receipt or proof of purchase is required for all returns.
4. Non-Returnable Items:
   • Custom or personalized items
   • Hygiene products (e.g., undergarments), unless unopened and unused

Return Instructions

1. Contact Customer Service: Email info@momentnails.com with your order number, reason for return, and any supporting photos.
2. Receive Return Authorization: Our team will review your request and provide a return authorization number and detailed instructions.
3. Package the Return Item: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
4. Ship the Item: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer unless the product is defective or incorrect (in which case we cover the costs).

Refund Policy

1. Refund Approval: Once we receive and inspect your returned item, we will notify you of the approval status within 10 business days.
2. Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
3. Confirmation: You will receive a confirmation email once the refund is processed.
4. Guidance for Unreceived Refunds: If you do not see the refund within the expected time, please check with your bank first. For further assistance, contact us at info@momentnails.com.

Exchange Policy

• We offer exchanges for incorrect or defective items. Contact us within 14 days of delivery, and we will cover the return shipping costs for eligible exchanges.
• If an incorrect size was ordered, please follow the return process first, then place a new order for the correct size.

Exceptions and Special Cases

1. Defective or Damaged Items:
   • If your items are damaged or defective upon arrival, please contact us within 14 days of receiving them. We will arrange a return at no cost to you and offer a replacement or full refund per your preference.
2. Incorrect Product:
   • If you receive incorrect items, please contact us within 14 days of receiving them. We will cover the return shipping and send you the correct item promptly.
3. Lost Packages:
   • If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Processing Timelines

• Return Initiation & Shipping: Must be initiated and shipped within 14 days of receiving the item.
• Inspection Period: Returns are inspected within 7 business days of receipt.
• Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.

Return Shipping Address

Room 2302, Unit 2, Building 4, Jinxiufuyuan Residential Quarter (Zone B), Tengfei Road, Saihan District, Hohhot City, Inner Mongolia Autonomous Region, P.R. China

Contact Information

• Email: info@momentnails.com
  
• Phone: +86 18947100008