We will happily replace or refund on Damaged products. Due to the nature of our products, we cannot offer an exchange only a replacement.
REPLACEMENT We will only replace items if they are defective or damaged. We will NOT replace unwanted products even if unused. Please note that we check every item for damage before packaging. We will require clear photographic proof of the damage within 24hrs of delivery. We will only replace with "like for like" if we are satisfied that the damage is genuine. If that item is out of stock, we will replace your item once it is back in stock.
CUSTOM/ BESPOKE LACQUERS We have a strict No Refunds/Exchange policy on Bespoke Lacquers.
As your shade is custom made for you, once our lab has begun work the process cannot be stopped. Please ensure you choose your colours wisely before placing an order.
We will make every effort to produce an exact replica of your sample however please bear in mind that your creation may vary slightly from your sample photos due to the lighting and resolution in the transfer from your screen to ours.
If you require a replacement please send us an email at firstname.lastname@example.org within 24hrs of delivery and we will get back to you.
MISSING / UNDELIVERED / LOST We “may” replace or refund lost/ undelivered packages, after a full investigation has been carried out by the Shipping company. Replacement or Refund will depend on the results of the investigation. Please report any lost packages to email@example.com
*We Advise you to choose a Shipping Method that offers Tracking as we will Not offer refunds on other shipping options that are not tracked”
*Please note we are unable to issue any refunds before an investigation has been carried out*
* Please note if the investigation comes back stating your claim to be fraudulent, we are not obligated to refund your order *
SHIPPING We will pay the shipping cost for any replacements we send. Depending on where you live, the time it may take for your replacement to reach you, may vary.
PLEASE "DO NOT" RETURN ANY ITEMS TO US WITHOUT INSTRUCTIONS FROM US TO DO SO FIRST, AS YOUR ITEM WILL "NOT" BE ACCEPTED AND MAY BE DISCARDED UNLESS YOU WISH US TO RETURN IT TO YOU IN WHICH CASE YOU WILL BE RESPONSIBLE FOR ANY SHIPPING COST.