At CIVE, we maintain the highest standards of hygiene and quality. Due to the nature of our products, we have established the following guidelines for returns:
1. Eligibility for Returns
- Unopened Items: We accept returns on products within 14 days of delivery, provided they are in their original, unopened, and sealed packaging.
- Hygiene Standard: For health and safety reasons, we strictly cannot accept returns on any product where the security seal has been broken or the packaging has been tampered with.
2. Damages and Issues
Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately at hello@civenails.com with your order number and a photo of the issue so we can resolve it promptly.
3. How to Initiate a Return
To start a return, please contact us at hello@civenails.com. If your return is accepted, we will provide instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
4. Non-Returnable Items
- Items marked as “Final Sale” or “Non-Returnable. “Used or applied nail sets”. “Gift cards”.
5. Refunds
Once we receive and inspect your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5–10 business days. Please remember it can take some time for your bank or credit card company to process the refund.
6. Shipping & Responsibility
- Return Shipping: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.
- Lost Packages: CIVE is not responsible for packages that are lost or stolen after they have been marked as “Delivered” by the carrier.
7. Cancellations
Orders can only be canceled within 1 hour of placement. After this window, the order has likely entered our fulfillment process and cannot be halted.
