Returns & Refunds

We want you to be confident before you commit to a production run, which is why we send physical samples free of charge. This policy explains what can be returned and the cancellation rights that apply if you are a consumer.

Samples

Samples are free and non-returnable, as they are produced to let you test the product.

Catalogue designs (not customised)

Unopened boxes of designs from our standard catalogue can be returned within 14 days of delivery. Contact us first for a return authorisation — we cannot process returns that arrive without one. Return shipping is paid by the buyer unless the item is faulty or was sent in error.

Custom production runs

Custom-printed and private-label orders cannot be returned, because they are produced specifically for your brand. This is why we insist on a free printed sample before the full run — approval of that sample is the confirmation we work to.

Faulty or incorrect goods

If a batch arrives damaged, misprinted or short, contact us within 7 days of delivery with photographs and the batch reference. We will replace the affected units or credit them, at no cost to you.

Right to cancel for consumers

If you are a consumer, you have a statutory right to cancel your order within 14 days of receiving it, for any reason and without giving an explanation. Email zoehbb@gmail.com with a clear statement that you are cancelling — you may use the model form below but you do not have to. Send the goods back within 14 days of telling us. You are only liable for any diminished value caused by handling beyond what is necessary to check the goods. This right does not apply to custom-printed or private-label goods, which are made to your specification, or to sealed goods unsealed after delivery where health protection or hygiene reasons apply.

Model cancellation form

You can copy the text below into an email. Using this form is optional — any clear statement of cancellation is enough.

To: OLIVIA NAIL SUPPLY LTD, Office 15929, Initial Business Centre, Unit 7 Wilson Business Park, Manchester, M40 8WN, United Kingdom — zoehbb@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on: ……………….. Received on: ………………..

Name of consumer(s): ………………..

Address of consumer(s): ………………..

Signature (only if this form is notified on paper): ………………..

Date: ………………..

Refund timing

Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods or of you providing proof of return, whichever is earlier — in practice usually within 5 business days. Refunds include the standard delivery charge you paid; any enhanced or express delivery upgrade is not refunded.

Start a return or ask a question: zoehbb@gmail.com

Last updated: 26 October 2026

OLIVIA NAIL SUPPLY LTD · Private limited company registered in England and Wales, company no. 17517481 · Registered office: Office 15929, Initial Business Centre, Unit 7 Wilson Business Park, Manchester, M40 8WN, United Kingdom · zoehbb@gmail.com · Not VAT registered