Refund policy

Return & Refund Policy

Last Updated: 19 July 2026

At Nailora™, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return and Refund Policy below.

This policy complies with the Consumer Protection Act, 2008 (South Africa) and the Electronic Communications and Transactions Act (ECTA).

1. Returns

You may request a return within 7 days of receiving your order if:

  • The item arrived damaged.
  • The item is defective.
  • You received the wrong item.
  • The product is significantly different from what was ordered.

To qualify for a return:

  • The item must be unused.
  • It must be in its original packaging.
  • All accessories and parts must be included.
  • Proof of purchase (order number or receipt) is required.

2. Cooling-Off Period

In accordance with the Electronic Communications and Transactions Act (ECTA), customers may cancel certain online purchases within 7 days after receiving the goods.

If you exercise this right:

  • The item must be returned unused and in its original condition.
  • Return shipping costs are the responsibility of the customer unless the product was defective or incorrectly supplied.
  • A refund will be processed after the returned goods have been received and inspected.

3. Damaged, Defective or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Incorrect
  • Missing parts

Please contact us within 7 days of delivery.

Please include:

  • Your order number
  • Photos of the product
  • Photos of the packaging
  • A description of the issue

If approved, we will offer one of the following:

  • A replacement
  • A repair (where applicable)
  • A full refund

There is no charge for return shipping when the error is ours.

4. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used personal care products
  • Beauty accessories that have been used
  • Gift cards
  • Digital products
  • Downloadable content
  • Clearance or final sale items (unless faulty)

This does not affect your rights under South African consumer law.

5. Change of Mind

If you simply change your mind after receiving your order:

  • You may request a return within 7 days under the ECTA cooling-off provisions.
  • The item must be unused and in its original packaging.
  • Return shipping costs are your responsibility.
  • Original shipping charges are non-refundable unless required by law.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds are processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time.

7. Order Cancellations

Orders may be cancelled before they have been processed for shipment.

Once an order has been dispatched, it cannot be cancelled and must instead follow the return process outlined above.

8. Shipping Costs

If the return is due to:

Our error (wrong item, damaged or defective product):

  • We will cover the return shipping costs.

Customer preference (change of mind):

  • The customer is responsible for return shipping costs.

Original shipping fees are non-refundable unless otherwise required by South African law.

9. International Shipping

Nailora™ works with trusted international suppliers to fulfil certain orders.

As a result:

  • Delivery times may vary.
  • Replacement items may require additional shipping time.
  • Customs delays are outside our control.

10. Chargebacks

We encourage customers to contact us before initiating a payment dispute or chargeback.

Most issues can be resolved quickly through our customer support team.

Fraudulent or abusive chargebacks may be challenged with supporting documentation.

11. How to Request a Return

Please contact us with:

  • Full Name
  • Order Number
  • Email Address
  • Reason for Return
  • Photos (if applicable)

Our support team will provide instructions for the return process.

12. Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us through our customer support email officialnailora@gmail.com