ROXORA Return & Refund Policy

At ROXORA, your satisfaction is our top priority. We want you to love your press-on nails as much as we loved creating them. Our goal is to ensure a smooth and positive experience, from the moment you place your order to the moment you receive your perfect set. Below is our comprehensive Return & Refund Policy.

1. Eligibility for Returns & Refunds

Standard Orders:
You may request a return or refund for standard (non-custom) orders within 30 days of receiving your item.

Condition of Item:
To be eligible for a return or refund, the item must be unopened, unused, unsealed, with all tags attached, and in its original packaging. Due to sanitary and health protection reasons, we cannot accept returns on cosmetic or nail products that have been opened or tampered with.

Return Shipping Costs:
Customers are responsible for arranging and paying for the return shipping costs, unless the item arrived damaged, defective, or incorrect.

2. Free Size Exchange on First Order

We understand that finding the perfect nail size can sometimes be challenging. To make your first ROXORA experience easier, we offer a free size exchange for your first order if the nail size does not fit properly.

To request a size exchange:

• Please contact our customer service team at support@roxoranails.com within 30 days of receiving your order with your order number and the replacement size you need.
• The nails must be unopened, unused, unsealed, and in their original packaging.
• Customers are responsible for arranging and paying for the return shipping costs to send the original set back to us.
• Once we receive and inspect the returned item, we will send the replacement size at no additional cost.

Please note:

• The free size exchange applies to one size exchange per first order only.
• Additional exchanges or returns will follow our standard Return & Refund Policy and may require customers to cover applicable costs.
• Size exchanges are subject to product availability.

3. Return Process

If you would like to return an item, please follow these steps:

Contact Us:
Email our customer service team at support@roxoranails.com with your order number and reason for return.

Obtain Authorization:
We will review your request. If approved, we will provide you with a Return Authorization (RA) number and the designated return shipping address. Please do not send your purchase back to the sender's address on the shipping label.

Ship the Item Back:
Ship the item back to the provided address with the RA number clearly marked on the outside of the package.

Processing:
Once we receive and inspect your returned item, we will process your refund or exchange. Items sent back to us without a prior RA number will not be accepted.

You can always contact us for any return questions at support@roxoranails.com.

4. Refund Processing

Processing Time:
Refunds are processed within 5–10 business days after we receive, inspect, and approve your returned item.

Refund Method:
Your refund will be issued automatically to the original payment method used at the time of purchase. Please note that it may take additional time for your bank or credit card company to process and post the refund.

5. Exceptions & Non-Returnable Items (Final Sale)

Certain types of items cannot be returned due to hygiene and safety reasons or promotional rules:

Promotional & Sale Items:
All sale items, Buy One Get One (BOGO) bundles, and free promotional gifts are strictly Final Sale and cannot be returned or refunded.

Custom Orders:
Custom or personalized nail orders are customized specifically for you. They are Final Sale and cannot be returned or refunded.

Opened Nail Products:
Due to hygiene and safety reasons, opened, used, altered, or unsealed nail products cannot be returned or refunded.

Damaged or Defective Items:
If you receive a damaged, defective, or incorrect item, please contact us immediately at support@roxoranails.com with photos of the issue. We will arrange a replacement or full refund, including return shipping costs.

6. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To exercise this right, the item must still meet our eligibility criteria: it must be unopened, unsealed (due to health and hygiene protection), unused, and in its original packaging.

7. Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@roxoranails.com.

8. Final Notes

By placing an order with ROXORA, you acknowledge that you have read and agree to this Return & Refund Policy.

ROXORA reserves the right to refuse any return, refund, or exchange request that does not meet the criteria outlined above.

Thank you for choosing ROXORA. We truly appreciate your business!

The ROXORA Team