Policies
Returns & Exchanges
With the mission to serve customers with the best premium press-on nails, Ceil Factory welcomes your refund & exchange requests when a problem arises. To ensure we all follow a professional manner, please carefully review the conditions and steps below.
Refund & Exchange Conditions
Requirements
- Timeline: Must be requested within 7 days of receiving the packet.
- Condition: Nails MUST be in their original packaging, unopened, and the sticky tabs/accessories MUST NOT be untied or used.
- Documentation: Returned packages MUST include a copy of the original invoice.
- Verification: The defect MUST be officially confirmed by the company before returning.
- Product Type: The product MUST be listed as non-customized products (standard catalog items only).
Not Accepted
- Nails must NOT have been worn, filed, painted with polish, tampered with, or altered in any situation.
- We will NOT accept refunds or exchanges for buyer's remorse or an expired deposit.
- We do NOT accept packets returned with incorrect information or outside the allotted time (we do not take credits/refunds for customer mistakes).
Return & Exchange Process
Once you have reviewed the notes above and ensured your case is suitable for a refund or exchange, please follow these 5 simple steps to have the issue solved:
Contact Customer Service
Reach out to our Customer Service department within 7 days of receiving the package to issue a refund or exchange request.
Send Proof (Pictures/Videos)
Provide clear pictures or videos of the defective nails and the original invoice to prove that it meets our refund/exchange requirements.
Get Confirmation & Return
Once confirmed refundable by our team, carefully pack the items exactly as instructed and send the package back to the provided Ceil Factory address.
Wait for Checking
After the package is received by us, we will thoroughly check for defects and determine who is responsible for the faults. (Processing stops if the items do not match the previously provided proof).
Get Exchange / Refund
If the items match the conditions and requirements, Ceil will issue an exchange or process a refund via your original payment method or Vietnamese Bank account.
Shipping and Customs Fees
Who pays for the fees?
Another important thing to notice when there is a refund & exchange issue is about the fee. The only fees arising here are the customs and the shipping fee.
- Ceil Factory will pay the shipping fees for wrong items sent or manufacturing errors only.
- The Customers will need to pay all the return fees, including shipping and customs fees in Vietnam, so that Ceil can receive the package back and inspect it for errors.
We Appreciate Your Cooperation
Ceil Factory is open to your opinion about our policy. Please let us know if you have any recommendations for us to improve our work. We appreciate every one of your contributions.