After-Sales Service Policy
This document respects your legal rights as a consumer and does not limit them in any way. O NAIL will fulfill all its obligations to you as required by law. If any part of this policy conflicts with the law, we'll adhere to legal requirements wherever possible. If any section of this policy is found to be invalid or unenforceable, the rest of the policy remains effective. This document outlines all the guarantees we offer for our products, replacing any other warranties or conditions, whether they are explicitly stated or implied, such as those related to quality or suitability for a specific use.
1. Scope of Policy
1. This After-Sales Service Policy is only applicable to O NAIL products sold through official channels.
2. Products sold through third-party platforms authorized by O NAIL are solely eligible for in-warranty repair services. O NAIL is not responsible for returns or exchanges for these purchases. For return or exchange services and inquiries, please contact the specific third-party seller directly.
3. This service policy applies exclusively to O NAIL products purchased directly for personal use and does not cover products intended for resale.
2. Return and Exchange Policy
Customers are eligible to return a product under any of the following conditions:
√ O NAIL product is backed by a complimentary 2-year warranty.
√ 14-Day Unconditional Return: You have 14 calendar days from receipt to return the product, providing it is in its original condition and fully functional. The product itself, along with its original packaging, accessories, gifts, manuals, trademark labels, etc., must be intact and undamaged, and must not affect resale.
√ Return Due to Quality Issues: You can return the product within 30 calendar days if it fails to work properly due to a fault that isn't caused by human damage or misuse.
√ Returns are also eligible if required by relevant laws, as per any agreements with us, in situations recognized by O NAIL, or as outlined in this policy.
Customers are eligible to exchange a product under any of the following conditions:
√ 14-Day Hassle-Free Returns: Customers may return their purchase for any reason within 14 calendar days of receiving the product. To be eligible for a return, the product must remain in its original condition and fully functional. The item, original packaging, accessories, complimentary gifts, user manual, labels, and all other included components must be complete, free from any signs of misuse, damage, or alteration, and suitable for resale.
Note: A 14-day unconditional return period is standard across most European countries. In the United States, many retailers offer a 30-day return policy, while in Japan, a 14-day return period is commonly adopted.
√ Exchange Due to Quality Issues: If the product has a performance issue that is not caused by misuse or human damage, you can exchange it within 14 calendar days of receiving it.
√ Exchanges are also eligible if required by relevant laws, as per any agreements with us, in situations recognized by O NAIL, or as outlined in this policy.
Customers are eligible to exchange a product under any of the following conditions:
√ Exchange Due to Quality Issues: If the product has a performance issue that is not caused by misuse or human damage, you can exchange it within 30 calendar days of receiving it.
√ Exchanges are also eligible if required by relevant laws, as per any agreements with us, in situations recognized by O NAIL, or as outlined in this policy.
Returns and exchanges are not eligible under the following circumstances:
× The product return and exchange period has passed.
× The product was not sold by O NAIL, valid proof of purchase is missing, or purchase documents have been forged or altered.
× The product's appearance or functionality does not meet the standards required for a return or exchange, including failure to return all items contained in the original packaging, such as the product itself, original packaging, accessories, gifts, manuals, trademark labels, invoices, etc., or any human-caused damage to the appearance.
× The product has undergone unauthorized repairs or modifications, or the product certification mark, label, serial number, waterproof mark, anti-counterfeit label, or packaging has been tampered with or altered.
× The product shows irreversible signs of use or retains unauthorized information or data traces.
× The product has quality issues not inherent to the product itself, due to collisions, damages, unauthorized modifications, foreign objects (water, oil, sand, etc.) due to human factors, incorrect installation, or failure to follow the instructions.
× The product is damaged or fails due to force majeure factors such as fire, flood, lightning, or traffic accidents.
× Damage occurred during return/exchange transportation without a damage certificate from the carrier.
× Items confirmed as non-returnable or exchangeable at purchase, such as virtual goods, audiovisual products, computer software, and other digital goods.
× Upon inspection by O NAIL, the product is found to be without quality issues or does not meet the standards for return or exchange.
× The return/exchange wasn't sent within 14 calendar days after service was confirmed or another specified time frame by O NAIL.
× Other conditions as stated by relevant laws and this policy.
3. Service Fees
O Nail will examine returned products. If the product has performance issues not caused by human factors and is within the warranty period, O Nail will handle the repair and cover both the shipping to and from their facility. If, after inspection, the product is not eligible for free repair, O Nail will charge a fee. This fee includes the cost of inspection, any necessary parts, labor, and shipping. If the product doesn't qualify for free repair, customers can decide to either pay for the repair service or have the original device sent back to them without repair.
Cancel/Refund Policy
1. Cancel: If you want to cancel your order, please contact us via live chat or email to help you.
2. Refund: For orders eligible for a refund, the money will go back to your payment account.