Refund policy

Return & Refund Policy

Last updated: October 22, 2026

All sales are final

Because our nail art pen sets are fulfilled to order, all sales at Polish Pens (polishpens.com) are final. We do not accept returns or offer refunds or exchanges for change of mind, ordering the wrong quantity, or no longer wanting the item. By placing an order you confirm that you have read and agree to this policy.

Damaged, defective or wrong items

If your order arrives damaged, defective, or is not the item you ordered, we will make it right. To qualify:

  • Contact us within 7 days of delivery (as shown by the carrier tracking).
  • Include your order number and clear photos or a short video showing the problem, plus a photo of the outer package and shipping label.
  • Keep the item and all packaging until your claim is resolved.

Once your claim is approved we will send a replacement or, if a replacement isn't available, refund the affected item to your original payment method. We may ask you to return the item; if so, we will provide instructions and cover the return cost. Claims made after 7 days from delivery, or without photo evidence, cannot be accepted.

Lost or undelivered orders

If tracking hasn't updated for 10 business days, or your order hasn't arrived within the maximum delivery time in our Shipping Policy, contact us and we will open an investigation with the carrier. If the carrier confirms the parcel is lost, we will reship your order or issue a refund.

An order marked "Delivered" by the carrier is considered delivered. If tracking shows delivered but you can't find it, please check with neighbors and your local post office, and contact us within 7 days so we can open a claim with the carrier. We are not responsible for parcels stolen after the carrier has delivered them to the address provided.

Incorrect address

You are responsible for entering a complete and correct shipping address. Orders shipped to the address provided at checkout are not eligible for a refund if they are undeliverable or delivered to the wrong place because of an address error. If a parcel is returned to us, we can reship it once you cover the new shipping cost.

Cancellations

You can cancel your order for a full refund within 12 hours of purchase by contacting us. After that, your order may already be in processing and cannot be cancelled.

Customs, duties and refused parcels

International orders may be charged import duties or taxes by the destination country. These are the buyer's responsibility. Orders refused at delivery or abandoned in customs are not eligible for a refund.

Your legal rights

Nothing in this policy limits any rights you have under the consumer laws of your country that cannot be excluded by agreement. If you are in the EU, UK or another region where the law gives you a cancellation or withdrawal period, those rights still apply, and you can contact us to use them.

Please contact us before opening a dispute

Almost every issue can be solved quickly by contacting us first. We reply within 1–2 business days. You can reach us through our Contact page.