Refund policy
We want you to be genuinely happy with your order. This policy explains when you can return an item, what cannot be returned for hygiene reasons, how refunds are calculated and how quickly you receive them.
1. Our thirty day guarantee
You may request a return within thirty days of receiving your order. To be eligible for a change of mind return, items must be unused, unopened and in their original sealed packaging, with all components included.
2. Hygiene exclusion, please read carefully
For hygiene and safety reasons, press-on nail sets, nail adhesives, adhesive tabs and nail care tools cannot be returned once the protective seal has been broken or the product has been used. This is standard practice for cosmetic products that come into direct contact with the body.
This exclusion does not apply where the item is faulty, was damaged on arrival, or is not the item you ordered. It does not affect your statutory rights.
3. If something is wrong with your order
We would rather fix a problem than process a return. Contact us within thirty days of delivery with your order number and clear photographs, and we will resolve it as set out below.
| Situation | What we do | Do you send it back |
|---|---|---|
| Item damaged on arrival | Full replacement or full refund including shipping | No, keep or discard it |
| Wrong item received | We ship the correct item at our cost | No, in most cases |
| Item missing from parcel | We ship the missing item at our cost | Not applicable |
| Manufacturing fault | Full replacement or full refund | No, in most cases |
| Change of mind, still sealed | Refund once received and checked | Yes, at your cost |
| Change of mind, opened or used | Not eligible, see section 2 | Not applicable |
4. How to start a return
- Email hello@handsdownbeauty.com with your order number, the item concerned and the reason for the return.
- Attach photographs if the item is faulty, damaged or incorrect.
- We will confirm whether the return is eligible and send you instructions within one business day.
- Please do not send anything back before you have received written confirmation from us. Unauthorised returns cannot be matched to your order and may not be refunded.
- Approved returns should be sent to: 30 N Gould St Ste R, Sheridan, WY 82801, United States
5. Who pays for return shipping
Return shipping is paid by the customer for change of mind returns. We recommend using a tracked service, because we cannot refund a return that never reaches us.
We cover the cost of return shipping, or waive the return entirely, when the item is faulty, was damaged on arrival, or is not what you ordered.
6. Refunds
Once your return has been received and checked, or once a faulty item claim has been validated, your refund is issued to the original payment method.
| Stage | Timing |
|---|---|
| We receive and inspect the return | 1 to 3 business days |
| Refund issued by us | Within 2 business days of approval |
| Funds appear on your statement | 5 to 10 business days, depending on your bank |
We refund the price you actually paid for the item, including any discount applied at the time. Original shipping charges are refunded only where the return is our fault. If a returned item is not in the condition described, we may issue a partial refund and will always explain why before doing so.
7. Exchanges
We do not process direct exchanges, because doing so would delay you. Request a refund for the original item and place a new order for the product you prefer. If the item was faulty we will send the replacement immediately without waiting for a return.
8. Cancelling an order
Orders can be cancelled free of charge at any time before dispatch, which is normally within 24 to 48 hours of purchase. Contact us as quickly as possible at hello@handsdownbeauty.com with your order number. Once an order has been dispatched it can no longer be cancelled, but it can be returned under this policy.
9. Items bought as part of a bundle
Where items were purchased together as a discounted bundle, returning part of the bundle removes the bundle discount from the items you keep. Your refund is calculated on that basis, and we will always show you the calculation before processing it.
10. Free gifts and promotional items
Where an item was supplied free of charge as part of a promotion, it carries no cash value and cannot be refunded. If you return the qualifying purchase, please return the free item with it where it is still sealed and unused.
11. Payment disputes
If you are unhappy with any aspect of your order, please contact us before opening a dispute with your bank or card issuer. Almost every issue can be resolved directly and far more quickly.
12. Contact
For any question about this policy, email hello@handsdownbeauty.com or call +1 (307) 213-4408. Our customer care team replies within one business day, Monday to Friday.