Refund policy

RETURNS AND REFUND POLICY

Introduction

At VENUZA NAILS, every order is carefully made in our workshop located in France.

Our Press-On Nails are entirely handmade using professional-grade materials. Depending on the kit selected, they may be made to order or customised according to the choices made by the customer when placing the order.

Due to the handmade, personalised and hygienic nature of our products, the conditions applicable to returns, refunds and exchanges vary depending on the type of product ordered.

This Returns and Refund Policy forms an integral part of the VENUZA NAILS Terms and Conditions. By placing an order through our online store, the customer fully and unconditionally accepts the provisions of this policy.

This policy is established in accordance with the provisions of the French Consumer Code (Code de la consommation) and applies to all orders placed through our online store.

ARTICLE 1 — SCOPE

This policy applies to all Press-On Nails, accessories and products sold by VENUZA NAILS.

Products are divided into the following categories:

• Classic Kits – 10 Nails

Products made to order according to the customer's selections.

• Custom Kits – 20 Nails

Products made according to the measurements, dimensions and specifications provided or selected by the customer.

• All Sizes Kits – 30 Nails

Products containing the full range of available nail sizes. Subject to the conditions set out in this policy, these are the only products eligible for a return request.

ARTICLE 2 — CUSTOMISED PRODUCTS

Each Classic Kit and Custom Kit is specifically made for the customer after the order has been confirmed.

Production takes into account, in particular:

  • the selected design;

  • the selected nail shape;

  • the selected length;

  • the nail sizes provided;

  • the colours;

  • the decorations;

  • the finishes;

  • the options selected when placing the order.

As these products are made specifically for an individual customer, they cannot be resold to another consumer.

ARTICLE 3 — NO RIGHT OF WITHDRAWAL FOR CUSTOMISED PRODUCTS

In accordance with Article L221-28 of the French Consumer Code (Code de la consommation), the statutory right of withdrawal does not apply to goods made according to the consumer's specifications or clearly personalised.

Consequently, the following products cannot be returned, exchanged or refunded:

  • Classic Kits – 10 Nails;

  • Custom Kits – 20 Nails.

No refund, exchange or return will be granted, in particular in the event of:

  • an incorrect choice of size;

  • an incorrect choice of shape;

  • an incorrect choice of length;

  • an incorrect choice of design;

  • an incorrect choice of design or decorations;

  • an incorrect choice of colours;

  • a change of mind;

  • personal dissatisfaction with the aesthetic appearance;

  • personal preference regarding thickness, comfort or style;

  • incorrect information provided when placing the order.

The customer acknowledges that they have checked all information relating to their order before confirming it.

The customised nature of an order does not, however, deprive the customer of any statutory legal guarantees that may apply under applicable law.

ARTICLE 4 — CUSTOMER'S RESPONSIBILITY BEFORE CONFIRMING AN ORDER

Before finalising an order, the customer must carefully check all information entered.

The customer is solely responsible for:

  • the sizes selected;

  • the measurements provided;

  • the shape selected;

  • the length selected;

  • the design selected;

  • the colours;

  • the finishes;

  • the decorations selected;

  • the options selected;

  • the delivery address;

  • the email address provided;

  • the telephone number provided.

Any data-entry error, omission or inaccurate information provided when placing an order remains the sole responsibility of the customer.

An incorrect selection or personal preference does not constitute a lack of conformity of the product and shall not give rise to a refund, exchange or compensation.

Customers are also advised to carefully review the sizing guides, product pages, photographs, production times, delivery terms and all information available on the website before definitively confirming their order.

ARTICLE 5 — RETURN CONDITIONS FOR ALL SIZES KITS (30 NAILS)

All Sizes Kits containing 30 nails are the only products that may, subject to the conditions of this policy, be eligible for a return request.

Simply submitting a return request does not guarantee that the return will be accepted.

Each request will be individually reviewed by VENUZA NAILS.

VENUZA NAILS reserves the right to refuse any request that does not meet the conditions of this policy or where the condition of the product at the time of receipt cannot be established with certainty.

ARTICLE 6 — MANDATORY RETURN REQUEST NOTIFICATION

Any return request or complaint must be submitted to VENUZA NAILS within a maximum period of 24 hours following receipt of the parcel, by email or through any other contact method made available on the website.

This deadline is necessary to enable VENUZA NAILS to establish the actual condition of the products immediately upon receipt by the customer and to preserve the evidence required to assess the request.

Any request submitted after this deadline may be rejected where VENUZA NAILS is no longer able to objectively verify the circumstances described.

The request must include:

  • the order number;

  • the name used when placing the order;

  • a precise description of the reason for the request;

  • complete and perfectly clear photographs of the parcel received;

  • photographs of the inside of the parcel;

  • photographs of all products received;

  • detailed photographs of the items concerned;

  • any additional information required to assess the case.

VENUZA NAILS may also request any additional photographs or videos deemed necessary before making a decision.

Failure to respond or refusal to provide the requested information may result in the request being rejected.

ARTICLE 7 — AUTHENTICITY OF EVIDENCE PROVIDED

Photographs and videos submitted must accurately represent the actual condition of the products at the time they were received.

Evidence must be:

  • complete;

  • legible;

  • not misleadingly cropped;

  • unedited;

  • unaltered;

  • not artificially generated;

  • sufficiently detailed to allow the request to be properly assessed.

Any attempt to submit photographs or videos that have been altered, edited, AI-generated, falsified, misleading or that do not accurately represent the actual condition of the products may result in the immediate rejection of the request.

In the event of serious doubt regarding the authenticity of the evidence provided, VENUZA NAILS may request additional supporting documentation before continuing its review of the case.

ARTICLE 8 — RETURN AUTHORISATION

Return authorisation is granted exclusively by VENUZA NAILS.

No product should be returned without prior authorisation.

Any return sent without authorisation may be refused.

Acceptance of a return does not constitute acceptance of a refund.

Every returned order will be fully inspected upon receipt.

ARTICLE 9 — RETURN DEADLINE

If a return request is accepted by VENUZA NAILS, the customer has 14 days from receipt of the order to ship the returned product in accordance with the instructions provided.

The return must be sent using a delivery service that provides tracking.

The customer remains responsible for the parcel until it has been effectively received by VENUZA NAILS.

The relevant date is the date on which the parcel is actually received by VENUZA NAILS, not the date on which it was shipped.

Any parcel received after the applicable deadline may be refused.

The customer is responsible for choosing a shipping method that allows the deadline to be met.

ARTICLE 10 — CONDITION OF RETURNED PRODUCTS

To be eligible for a refund, the product must be returned:

  • strictly new;

  • never worn;

  • never tried on;

  • never used;

  • never glued;

  • never filed;

  • never cut;

  • never modified;

  • completely free from any signs of use;

  • clean;

  • complete;

  • in its original packaging.

All accessories supplied with the order must be included.

Consumable items must be:

  • unopened;

  • unused;

  • undamaged.

This includes, in particular:

  • gel pads;

  • nail glue;

  • wipes;

  • nail files;

  • nail buffers;

  • cuticle sticks;

  • and any other accessory supplied with the order.

Any product showing signs of use, even partial use, may be refused.

ARTICLE 11 — RETURN INSPECTION

Upon receipt of the parcel, VENUZA NAILS will carry out a complete inspection of its contents.

The following will be checked in particular:

  • the general condition of the products;

  • the presence of all accessories;

  • conformity with the original order;

  • the absence of any signs of use;

  • the absence of damage;

  • the absence of modifications to the nail tips.

If the returned products do not correspond to the information provided in the return request, or if their condition no longer allows them to be returned to stock, VENUZA NAILS may refuse the refund.

Any attempt to return a worn, used, incomplete, substituted, deliberately damaged product or a product different from the one originally shipped may result in the definitive rejection of the request.

ARTICLE 12 — REFUND TERMS

When a return is accepted by VENUZA NAILS and the returned products strictly comply with the conditions of this policy, the refund will be issued after the returned order has been received, inspected and fully approved.

No refund will be issued before the physical receipt and complete inspection of the parcel.

The refund will be made using the same payment method used for the original order, unless otherwise agreed between the parties.

Processing times may vary depending on the payment method used and banking processing times beyond the control of VENUZA NAILS.

ARTICLE 13 — RETURN SHIPPING AND RESTOCKING FEES

Return shipping costs remain entirely the responsibility of the customer.

Initial shipping costs are not refunded.

In accordance with the commercial policy of VENUZA NAILS, a restocking fee equal to 25% of the value of the returned items will be deducted from the applicable refund for voluntary returns of All Sizes Kits.

These fees cover, in particular, costs associated with:

  • quality control;

  • conformity checks;

  • administrative processing of the return;

  • repackaging where possible.

Restocking fees do not apply where a refund is legally required under a statutory guarantee.

ARTICLE 14 — HANDMADE PRODUCTION

Each VENUZA NAILS Press-On Nail is entirely handmade.

Due to this artisanal production process, every creation is unique.

Very slight differences may exist between the photographs displayed on the website and the product delivered, particularly with regard to:

  • the arrangement of decorations;

  • the placement of rhinestones;

  • marble effects;

  • gradients;

  • glitter;

  • pigments;

  • mirror, chrome or pearlescent effects;

  • certain details applied by hand with a brush.

These normal differences are inherent to handmade production and do not constitute a manufacturing defect or lack of conformity.

ARTICLE 15 — COLOURS AND PHOTOGRAPHS

VENUZA NAILS makes every effort to display products as accurately as possible.

However, colours may vary slightly depending on:

  • the screen used;

  • display settings;

  • brightness;

  • internet browser;

  • the phone, tablet or computer used.

These display differences are beyond the control of VENUZA NAILS and cannot constitute grounds for a return, exchange or refund.

ARTICLE 16 — RESPONSIBILITY FOR SIZE AND OPTION SELECTION

The customer is solely responsible for the information provided when placing an order.

No refund, exchange or return may be granted due to:

  • an incorrect size selection;

  • an incorrect measurement;

  • an incorrect shape selection;

  • an incorrect length selection;

  • an incorrect design selection;

  • an incorrect option selection;

  • an incorrect finish selection;

  • an incorrect colour selection;

  • a change of mind.

A selection error does not constitute a lack of conformity.

ARTICLE 17 — USE OF PRESS-ON NAILS

VENUZA NAILS Press-On Nails are intended to be used in accordance with the recommendations provided on the website and in any instructions supplied with the order.

The wear time of a set depends on numerous factors beyond the control of VENUZA NAILS, including:

  • preparation of the natural nail;

  • quality of application;

  • compliance with usage instructions;

  • the customer's daily activities;

  • impacts and knocks;

  • repeated contact with water;

  • use of household products, solvents or chemicals;

  • personal habits.

Consequently, no specific wear time can be guaranteed.

Wear time that is shorter than expected by the customer does not constitute a product defect and cannot justify a refund, exchange or compensation.

ARTICLE 18 — ALLERGIES AND USE

Each customer is responsible for ensuring that they have no known allergy or sensitivity to the materials, adhesives, glues or other products used with Press-On Nails.

Subject to applicable legal provisions, VENUZA NAILS cannot be held responsible for allergic reactions resulting from:

  • a pre-existing allergy;

  • improper use;

  • the use of a third-party product;

  • failure to follow the instructions for use.

In the event of an unusual reaction, customers are advised to remove the Press-On Nails immediately and, if necessary, consult a healthcare professional.

ARTICLE 19 — PRODUCTS MODIFIED BY THE CUSTOMER

Any modification made by the customer after receiving the order is carried out at the customer's sole responsibility.

No refund, exchange or return may be accepted where the Press-On Nails have been:

  • filed;

  • shortened;

  • cut;

  • drilled;

  • repainted;

  • decorated;

  • repaired;

  • modified in any way.

The same applies where decorative elements have been removed, replaced or added after delivery.

A modified product can no longer be considered to be in its original condition.

ARTICLE 20 — DELIVERY AND CARRIERS

Orders are shipped to the address provided by the customer when the order is confirmed, using the carrier selected at the time of purchase.

Production and delivery times stated on the website are indicative and may vary due to numerous factors beyond the control of VENUZA NAILS.

VENUZA NAILS undertakes to hand orders over to the carrier within the stated timeframes, subject to exceptional circumstances or force majeure.

Once the parcel has been handed over to the carrier, its transportation is the responsibility of the carrier.

Subject to applicable legal provisions, VENUZA NAILS cannot be held responsible for delivery delays attributable in particular to:

  • the carrier;

  • weather conditions;

  • industrial action;

  • logistical disruptions;

  • periods of high activity;

  • customs procedures;

  • or any other event beyond its reasonable control.

ARTICLE 21 — CHECKING THE PARCEL UPON DELIVERY

The customer must check the apparent condition of the parcel immediately upon receipt.

If the packaging is damaged, opened, torn, crushed or shows any visible anomaly, the customer is advised to make the necessary reservations with the carrier whenever possible.

Any anomaly must be reported to VENUZA NAILS within a maximum of 24 hours following receipt of the parcel, together with:

  • photographs of the parcel before opening;

  • photographs of the shipping label;

  • photographs of the inside of the parcel;

  • photographs of the products received;

  • any other useful evidence required to assess the case.

If these elements are not provided, VENUZA NAILS may be unable to pursue a claim with the carrier or verify the circumstances reported.

ARTICLE 22 — INCORRECT ADDRESS, ABSENCE, REFUSAL OR FAILURE TO COLLECT A PARCEL

The customer is solely responsible for the accuracy of the delivery information provided when placing the order.

In the event of:

  • an incomplete address;

  • an incorrect address;

  • an incorrect postal code;

  • an incorrect recipient name;

  • an incorrect telephone number;

  • an incorrect email address;

  • absence at the time of delivery;

  • refusal of the parcel;

  • failure to collect the parcel within the timeframe specified by the carrier;

any resulting financial consequences remain the sole responsibility of the customer.

If the parcel is returned to VENUZA NAILS for any of these reasons, a new shipment may be offered once the applicable new shipping costs have been paid.

Initial shipping costs remain payable to VENUZA NAILS.

ARTICLE 23 — PARCELS LOST OR DAMAGED IN TRANSIT

When a parcel is entrusted to a carrier, VENUZA NAILS takes all reasonable measures to ensure appropriate packaging for transportation.

In the event of loss or damage during transit, VENUZA NAILS will assist the customer with the necessary procedures with the carrier whenever possible.

However, resolution of the dispute depends in particular on the findings of the investigation conducted by the carrier and the guarantees provided by the carrier.

Subject to applicable legal provisions, VENUZA NAILS cannot be held responsible for decisions made by the carrier regarding compensation or the handling of a claim.

ARTICLE 24 — RETURNS SHIPPED BY THE CUSTOMER

Returned products travel at the customer's responsibility until they are effectively received by VENUZA NAILS.

The customer is responsible for choosing an appropriate shipping method and retaining proof of postage and the tracking number until the case has been definitively closed.

Subject to applicable legal provisions, VENUZA NAILS cannot be held responsible for:

  • a return parcel that is lost;

  • a return parcel that is stolen;

  • a return parcel damaged during transit;

  • a return parcel delivered to the wrong address by the carrier;

  • a return parcel for which delivery cannot be proven.

No refund will be issued until the returned parcel has been effectively received and inspected by VENUZA NAILS.

ARTICLE 25 — FORCE MAJEURE

Subject to applicable legal provisions, VENUZA NAILS cannot be held responsible for failure to perform or delay in performing its obligations where such failure or delay results from an event of force majeure or an event reasonably beyond its control.

Such events include, without limitation:

  • natural disasters;

  • fires;

  • floods;

  • pandemics;

  • strikes;

  • industrial disputes;

  • wars;

  • acts of terrorism;

  • communication network failures;

  • major IT failures;

  • interruption of carrier services;

  • administrative or governmental decisions.

In such circumstances, performance deadlines may be extended without any compensation being payable.

ARTICLE 26 — FRAUD, BAD FAITH AND ABUSIVE CONDUCT

VENUZA NAILS reserves the right to refuse any request where there are serious indications of fraud or bad faith.

Abusive behaviour includes, without limitation:

  • submitting falsified, edited or AI-generated photographs or videos with the intention of misleading VENUZA NAILS;

  • deliberately concealing the actual condition of the products;

  • making inaccurate or false statements;

  • attempting to return a worn, tried, used or modified product while presenting it as new;

  • substituting a product or accessory;

  • concealing missing items;

  • any attempt to obtain an unjustified refund.

Any attempt at fraud, falsification of evidence or deliberately false statements may result in rejection of the request and, where applicable, the retention of all relevant evidence necessary to protect the rights and interests of VENUZA NAILS, in accordance with applicable regulations.

ARTICLE 27 — THREATS, BLACKMAIL AND ATTEMPTS AT INTIMIDATION

VENUZA NAILS handles every request impartially and in compliance with applicable regulations.

In return, no request for a refund, exchange, compensation or commercial benefit may be obtained through pressure, threats or abusive behaviour.

This includes, in particular:

  • threats to publish negative reviews in order to obtain a refund or compensation;

  • blackmail through social media, review platforms or any other means of communication;

  • abusive, defamatory, insulting or harassing statements directed at VENUZA NAILS or its representatives;

  • deliberately spreading false or misleading information concerning the products or services offered.

Such behaviour does not affect the application of this policy and may lead VENUZA NAILS to reject the relevant request and, where appropriate, take any legal action available under applicable law to protect its rights, business and reputation.

This clause does not restrict the right of any customer to express an honest, genuine opinion based on their purchasing experience or to exercise any rights granted to them by law.

ARTICLE 28 — ORDER CANCELLATION

VENUZA NAILS accepts cancellation requests only when they are submitted within a maximum of 24 hours following confirmation of the order.

After this period, production may have started, materials may have been prepared or the supplies required for the order may have been reserved.

Consequently:

  • Classic Kits – 10 Nails;

  • Custom Kits – 20 Nails;

can no longer be cancelled once production has begun.

For All Sizes Kits, any cancellation request will be considered depending on the stage of preparation of the order.

ARTICLE 29 — STATUTORY LEGAL GUARANTEES

Independently of this commercial policy, customers benefit from the statutory legal guarantees provided under the French Consumer Code and French Civil Code where the relevant conditions for their application are met.

These guarantees do not cover, in particular:

  • an incorrect size provided by the customer;

  • an incorrect choice of shape;

  • an incorrect choice of length;

  • a change of mind;

  • improper use of the product;

  • inadequate maintenance;

  • modifications made after receipt;

  • normal wear resulting from use of the product;

  • breakage caused by impact or improper handling.

ARTICLE 30 — INTELLECTUAL PROPERTY

All content available on the VENUZA NAILS website remains the exclusive property of VENUZA NAILS.

This includes, in particular:

  • photographs;

  • videos;

  • texts;

  • logos;

  • graphic elements;

  • illustrations;

  • product descriptions;

  • Nail Art designs;

  • artistic creations;

  • and any other content published on the VENUZA NAILS website or social media platforms.

Any reproduction, representation, distribution, use, adaptation or exploitation, in whole or in part, without the prior written authorisation of VENUZA NAILS is strictly prohibited and may result in appropriate legal action.

ARTICLE 31 — PROCESSING OF CLAIMS

Photographs, videos and documents submitted as part of a return request or complaint are used solely to:

  • verify the actual condition of the products;

  • assess the request;

  • communicate with the carrier where necessary;

  • protect the interests of VENUZA NAILS in the event of a dispute.

Submitting such information constitutes authorisation to use it exclusively for these purposes.

ARTICLE 32 — CLOSED CASES

Once a request has been fully processed and the decision has been communicated to the customer, the case will be considered closed.

No new request relating to the same order will be reconsidered on the basis of evidence that has already been reviewed, unless new objective evidence is provided or where applicable statutory guarantees justify such reconsideration.

ARTICLE 33 — PRODUCTS REFUSED FOLLOWING INSPECTION

Where a refund is refused following inspection of a returned parcel, the products may be shipped back to the customer at the customer's request and expense.

The customer has 30 days from notification of the refusal to request that the products be returned and pay the corresponding shipping costs.

If the customer does not respond or pay within this period, VENUZA NAILS may destroy, recycle or otherwise dispose of the products as appropriate, without any compensation being payable, unless otherwise required by law.

ARTICLE 34 — NO WAIVER

The fact that VENUZA NAILS does not enforce any provision of this policy at a particular time shall not be interpreted as a waiver of its right to enforce that provision at a later date.

ARTICLE 35 — AMENDMENTS TO THIS POLICY

VENUZA NAILS reserves the right to amend this Returns and Refund Policy at any time in order to reflect legislative, regulatory, technical or commercial developments.

The applicable version is the version published on the website on the date the order is confirmed.

ARTICLE 36 — GOVERNING LAW AND DISPUTE RESOLUTION

This policy is governed by French law.

In the event of a dispute, the customer is encouraged to contact VENUZA NAILS customer service first in order to seek an amicable resolution.

If no amicable agreement can be reached, the customer retains the right to use the services of a competent consumer mediator free of charge, in accordance with the provisions of the French Consumer Code.

If the dispute cannot be resolved amicably, it may be brought before the competent French courts under the conditions provided by law.

ARTICLE 37 — CONTACT

For any questions concerning this policy or any return request, you may contact VENUZA NAILS:

VENUZA NAILS

15 Rue des Chênes
46090 Espère
France

Email: contact.client@venuzanails.com

We recommend that you keep your order number and all correspondence relating to your request until your case has been definitively closed.

ARTICLE 38 — ACCEPTANCE OF THIS POLICY

By confirming an order on the VENUZA NAILS website, the customer acknowledges having read this Returns and Refund Policy and accepts all of its provisions without reservation.

This policy supplements the General Terms and Conditions and applies to all orders placed through the VENUZA NAILS online store.

ARTICLE 39 — ORDERING ERROR ATTRIBUTABLE TO THE CUSTOMER

Before confirming an order, the customer must carefully check all information relating to the selected products.

Any ordering error attributable to the customer will not give rise to a refund, exchange or compensation.

This includes, in particular:

  • selecting the wrong design;

  • selecting the wrong collection;

  • selecting the wrong colour;

  • selecting the wrong finish;

  • selecting the wrong length;

  • selecting the wrong shape;

  • selecting the wrong size;

  • selecting an option that does not correspond to the customer's expectations.

A selection error or change of mind after confirmation of the order does not constitute a lack of conformity.

ARTICLE 40 — CHOICE OF DELIVERY METHOD

When confirming an order, the customer freely selects the delivery method offered on the store.

The customer is responsible for carefully checking the carrier, selected delivery method, any selected pickup point and the delivery information provided.

Subject to applicable legal provisions, VENUZA NAILS cannot be held responsible for consequences resulting from:

  • choosing an unsuitable pickup point;

  • selecting the wrong carrier;

  • choosing delivery to a locker instead of home delivery, or vice versa;

  • a pickup point being closed, full or changed by the carrier;

  • an error made by the customer when selecting the delivery method.

Any costs resulting from a selection error remain the responsibility of the customer.

ARTICLE 41 — RESHIPMENT OF PARCELS

Where a parcel is returned to VENUZA NAILS due, in particular, to:

  • an incomplete or incorrect address;

  • failure to collect the parcel within the applicable deadline;

  • refusal to accept the parcel;

  • repeated absence during delivery;

  • or any other circumstance attributable to the customer,

the order may be reshipped once the new shipping costs have been paid in advance.

No reshipment will be made until these costs have been paid.

Initial shipping costs remain payable to VENUZA NAILS.

ARTICLE 42 — ENTIRE AGREEMENT

This Returns and Refund Policy constitutes the entirety of the conditions applicable to returns, exchanges, refunds and complaints concerning products sold by VENUZA NAILS.

If any provision of this policy is declared invalid, unlawful or unenforceable by a final court decision, the remaining provisions shall remain in full force and effect.

The fact that a provision is declared unenforceable shall not affect the validity of the other provisions of this policy.

ARTICLE 43 — EFFECTIVE DATE

This Returns and Refund Policy comes into effect upon its publication on the VENUZA NAILS website.

It applies to all orders placed from the date on which it is published online and remains applicable until it is amended or replaced by a new version published on the website.