Returns, Refunds and Order Cancellation Policy

Overview

We offer a 14-day return window for eligible return requests. This means you must contact us within 14 days of receiving your order to request a return assessment.

Returns, refunds, exchanges, cancellations, and related requests are assessed case by case in accordance with this policy and any rights that may apply under the Australian Consumer Law.

Change of Mind Returns

We may, at our discretion, accept returns for change of mind where:

• the return request is made within 14 days of delivery
• the item is in the same condition as received
• the item is unused, unopened, unworn, and in its original packaging
• any seals remain intact and unbroken
• proof of purchase is provided

Change-of-mind returns are not guaranteed and may be declined.

For approved change-of-mind returns:

• return shipping costs are the responsibility of the customer
• original shipping charges are not refundable
• a restocking fee of up to 25% of the order value or returned item value may be applied
• any exchange requested after a change-of-mind return may also be subject to a restocking or handling fee of up to 25%

Items sent back without prior return approval will not be accepted.

Faulty, Damaged, Incorrect or Defective Items

Please inspect your order as soon as it arrives and contact us promptly if:

• the item is faulty or defective
• the item was damaged in transit
• you received the wrong item

Where a product does not meet applicable consumer guarantees, available remedies will be provided in accordance with the Australian Consumer Law. Depending on the nature of the issue, this may include a repair, replacement, refund, or other appropriate remedy.

If the return is due to our error, or because the item is confirmed to be faulty or defective, we will cover return shipping costs for Australian returns only. We do not provide prepaid return labels for international returns.

For international orders, return shipping, re-shipping, customs charges, duties, taxes, brokerage fees, and related costs remain the responsibility of the customer unless otherwise required by law.

Non-Returnable Items

Unless required under the Australian Consumer Law, we do not accept returns for:

• opened or used gel products
• unsealed products where the seal has been broken or removed
• products with no protective seal where we are unable to verify that they are unused, untampered with, and resalable
• sale items
• gift cards
• orders purchased using gift cards or store credit, to the extent permitted by law
• custom, special-order, or personalised items
• hazardous materials, flammable liquids, or gases

Due to the nature of beauty and gel products, we may refuse change-of-mind returns for any item that is opened, unsealed, used, tampered with, or not in a condition suitable for resale.

Nothing in this section excludes any rights or remedies that may apply under the Australian Consumer Law.

Order Cancellations

If you wish to cancel an order, you must contact us as soon as possible.

Once an order has been placed, packed, processed, prepared for dispatch, or dispatched, cancellation may not be possible.

For cancellations approved on a change-of-mind basis, Momo Nail Supply reserves the right to charge a cancellation fee of up to 25% of the total order value to cover payment processing, handling, administrative, packing, and restocking costs where applicable.

Cancellation requests are assessed case by case.

Unclaimed, Refused or Returned Parcels

If an order is returned to us because it was:

• unclaimed
• refused by the recipient
• not collected from a post office, parcel locker, collection point, hotel desk, reception, or similar location
• undeliverable due to incorrect or incomplete address details provided by the customer

then Momo Nail Supply may, at its discretion:

• deduct original shipping costs
• deduct return-to-sender charges
• deduct re-delivery costs
• apply a restocking or handling fee of up to 25%
• issue any remaining balance as a refund, store credit, or exchange, where applicable

This section does not apply where the issue was caused by our error.

Return Process

Step 1

Email us at contact@momonailsupply.com with:

• your full name
• order number
• the item or items you wish to return
• the reason for the return or refund request
• any supporting photographs or other evidence, where relevant

Step 2

If your return request is approved, we will provide return instructions.

Step 3

If required, send the parcel to the return address provided in our approval email. We reserve the right to nominate the correct return address and return method at the time of approval.

Step 4

Once the returned item is received and inspected, we will notify you whether the refund, exchange, store credit, or other outcome has been approved.

Return Shipping Costs

If the return is due to our error, or the item is confirmed to be faulty or defective, we will cover return shipping costs for approved Australian returns.

For:

• change-of-mind returns
• non-faulty returns
• international returns
• exchange requests not caused by our error

the customer is responsible for return postage and any related shipping costs.

Original shipping charges are non-refundable except where required by law.

Refunds

If your refund is approved, it will be issued to your original payment method unless otherwise agreed.

Please note that banks and payment providers may require additional time to process and post the refund after we submit it.

Approved refunds are generally processed within 2–5 business days after the returned item is received and assessed.

Any approved refund may be reduced by:

• original shipping charges
• return-to-sender charges
• re-delivery costs
• restocking or cancellation fees
• other direct costs reasonably incurred due to the return, cancellation, or failed delivery, where permitted by law

Exchanges

The fastest way to obtain another item is to place a new order once your return request has been approved.

Approved exchanges may be subject to:

• return shipping charges
• re-shipping charges
• price differences between items
• a restocking or handling fee for change-of-mind exchanges

Unpaid Shipping After Order Placement

If shipping charges remain unpaid for 7 days after the order is placed, we reserve the right to cancel the order and issue a refund. You will be notified if this occurs.

Missing Parcels and Delivery Disputes

Issues involving parcels marked as delivered, missing parcels, transit damage, shipping insurance, or carrier investigations are governed by our Shipping Policy.

For international orders, customers may be required to contact the destination carrier first and obtain a case number or non-receipt confirmation before any shipping-related claim can be reviewed.

Australian Consumer Law

This policy operates in addition to, and does not exclude, restrict, or modify, any rights or remedies that may apply under the Australian Consumer Law.

Where goods fail to meet consumer guarantees, customers may be entitled to a repair, replacement, refund, or other remedy depending on the nature of the problem. Businesses cannot take away these rights through their return policy wording.