RETURNS & REFUNDS POLICY

Last Updated: July 1, 2026

By placing an order with IMEN, you acknowledge and agree to this Returns & Refunds Policy, our Terms of Service, Shipping Policy, Product Disclaimer, Warranty Claims Policy, Privacy Policy, Cookie Policy, and all other applicable store policies.

GENERAL POLICY

Due to hygiene, safety, and product integrity considerations, all sales of cosmetic products are final except as expressly provided in this Policy.

IMEN reserves the right to evaluate all claims on a case-by-case basis and determine the appropriate resolution in its sole discretion.

Nothing in this Policy limits any consumer rights that cannot be waived under applicable law.

ORDER CANCELLATIONS

Order cancellation requests must be submitted as soon as possible after the order is placed.

Once an order has been packed, processed, fulfilled, transferred to a shipping carrier, or shipped, cancellation may no longer be possible.

IMEN does not guarantee that cancellation requests can be accommodated.

CLAIM REPORTING DEADLINE

Customers must inspect all products immediately upon delivery.

Claims relating to:

●     damaged products;

●     defective products;

●     incorrect products;

●     missing items;

●     products materially not as described;

must be submitted within three (3) calendar days following delivery.

Claims submitted after this period may be denied.

REQUIRED CLAIM DOCUMENTATION

To initiate a claim, customers must provide:

●     order number;

●     description of the issue;

●     clear photographs of the product;

●     clear photographs of the packaging;

●     photographs of shipping labels;

●     video evidence when requested;

●     batch number photographs when applicable;

●     any additional information reasonably requested by IMEN.

Failure to provide sufficient supporting documentation may result in denial of the claim.

NON-RETURNABLE PRODUCTS

The following items are not eligible for return, refund, or exchange:

●     opened cosmetic products;

●     used cosmetic products;

●     tested or swatched products;

●     products with broken seals;

●     gift cards;

●     downloadable products;

●     custom-made products;

●     clearance items;

●     promotional or free products.

For hygiene and safety reasons, gel polishes, bases, tops, builder gels, liquid gels, acrylic gels, poly gels, and similar cosmetic products cannot be returned once opened, tested, or used.

COSMETIC PRODUCT CONSIDERATIONS

Individual results may vary based on:

●     application technique;

●     nail condition;

●     curing equipment;

●     environmental conditions;

●     maintenance practices;

●     compatibility with other products.

Allergic reactions, sensitivities, personal intolerance, incompatibility with other products, or dissatisfaction with individual performance expectations do not automatically constitute a product defect.

Customers are responsible for reviewing product information, ingredient information, and usage instructions prior to use.

DEFECTIVE OR DAMAGED PRODUCTS

If a product is confirmed to be defective or damaged, IMEN may, at its sole discretion:

●     replace the product;

●     provide a replacement shipment;

●     issue store credit;

●     issue a partial refund;

●     issue a full refund;

●     offer another reasonable remedy.

The remedy selected by IMEN shall constitute full resolution of the claim.

RETURN MERCHANDISE AUTHORIZATION (RMA)

IMEN reserves the right to require return of merchandise before approving any refund, replacement, exchange, store credit, or other remedy.

Customers must obtain a Return Merchandise Authorization ("RMA") before returning any item.

Unauthorized returns may be refused, rejected, or returned to sender.

Returned merchandise must:

●     be in the condition specified by IMEN;

●     include original packaging when applicable;

●     be shipped according to instructions provided by IMEN.

RETURN SHIPPING COSTS

Unless otherwise required by law or expressly approved by IMEN in writing:

●     customers are responsible for return shipping costs;

●     original shipping charges are non-refundable;

●     shipping protection fees are non-refundable;

●     payment processing fees may be deducted where permitted by law;

●     customs fees and duties are non-refundable.

INTERNATIONAL ORDERS

Customers are solely responsible for:

●     import duties;

●     VAT;

●     customs charges;

●     local taxes;

●     import permits;

●     product registration requirements;

●     compliance with local laws and regulations.

IMEN is not responsible for delays, inspections, holds, seizures, refusals, or other actions taken by customs authorities or government agencies.

Refunds will not be issued solely due to customs delays or local import restrictions.

If a shipment is refused by the customer or rejected by customs authorities, IMEN may deduct all related costs, including:

●     original shipping costs;

●     return shipping costs;

●     customs fees;

●     handling fees;

●     carrier charges.

LOST, STOLEN, OR DAMAGED IN TRANSIT

Once a shipment is transferred to the carrier, delivery performance is controlled by the carrier.

IMEN will reasonably assist customers in investigating carrier-related issues but cannot guarantee carrier performance.

Where shipping protection has been purchased, claims may be processed according to the applicable shipping protection terms.

Claims for lost, stolen, or damaged shipments may require compliance with carrier investigation procedures before any resolution is considered.

FRAUD PREVENTION

IMEN reserves the right to refuse, deny, or restrict claims that appear:

●     fraudulent;

●     abusive;

●     excessive;

●     inconsistent with available evidence;

●     inconsistent with order records;

●     inconsistent with shipping records;

●     inconsistent with prior customer communications.

Accounts demonstrating repeated refund abuse or suspicious activity may be restricted, suspended, or permanently blocked.

CHARGEBACKS AND PAYMENT DISPUTES

Customers agree to contact IMEN Customer Support before initiating a chargeback or payment dispute whenever reasonably possible.

Initiating a chargeback does not automatically cancel a customer's obligations under the original transaction.

IMEN reserves the right to submit evidence in response to payment disputes, including but not limited to:

●     order confirmations;

●     product listings;

●     shipment tracking records;

●     delivery confirmations;

●     shipping records;

●     customer communications;

●     photographs;

●     inspection records;

●     fraud-prevention records;

●     publicly available social media evidence relating to receipt or use of products.

Fraudulent chargebacks may result in:

●     account restrictions;

●     refusal of future service;

●     collection efforts;

●     reporting to payment processors;

●     legal action where permitted by law.

FORMULA, PACKAGING, AND LABELING CHANGES

IMEN reserves the right to modify product formulas, packaging, labeling, artwork, instructions, and appearance without prior notice, provided such changes comply with applicable regulations and maintain the intended functionality of the product.

LIMITATION OF LIABILITY

To the maximum extent permitted by law, IMEN's total liability arising from any order, product, claim, or dispute shall not exceed the amount actually paid for the product at issue.

IMEN shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages.

CONTACT INFORMATION

For all return and refund inquiries, please contact:

Company
Fesek LLC dba Nail Mart USA

Contact Email
usa.imennails@gmail.com