Refund policy

Last Updated: October 2025

Overview

Due to the cosmetic/personal‑care nature of our products and for hygiene and safety reasons, all items are final sale once shipped. We do not accept returns or exchanges on items that are opened, used, or unsealed.

We will assist with a replacement or refund if an item arrives defective, damaged, or incorrect (see Eligibility below).

Eligibility for a Return or Refund

  • Applies only to items that arrive defective, damaged, or incorrect.
  • Notify us within 48 hours of delivery or in‑store pickup by emailing info@nailmatrixsupply.com.
  • Include: your order number, a brief description, and clear photos of the product, outer packaging, and shipping label.
  • Keep all packaging and items until we complete our review.

Note: Allergic reactions or incompatibilities are not considered defects. Always perform a patch test before first use.

Return Authorization (RMA) Required

Returns require prior approval. If your claim is approved, we will issue a Return Merchandise Authorization (RMA) and provide the return address. Returns without an RMA will be refused.

  • For approved defective/incorrect items, we will cover return shipping or provide a prepaid label, or arrange a reshipment at no cost.
  • In‑person returns are accepted only at our salon during posted hours and with RMA.

Condition of Returned Items

  • Items must include all components, accessories, and original packaging.
  • For damage discovered upon opening, do not discard the item or packaging; include photos as noted above.

Non‑Returnable Items

  • Opened, used, or unsealed cosmetic/personal‑care items.
  • Items without original packaging or with tampered safety seals (unless part of a damage claim).
  • Gift cards and digital products.
  • Final‑sale or clearance items, as marked.

Refunds, Replacements & Processing Times

  • Once your claim is approved and (if applicable) the item is received/inspected, we will issue a replacement or a refund to the original payment method.
  • Depending on your bank, refunds may take 5–10 business days to appear.
  • Shipping costs are non‑refundable (including expedited options).

Cancellations

Orders can be cancelled before fulfillment. Once an order has shipped, it cannot be cancelled.

Contact

Email: info@nailmatrixsupply.com
Phone: +1 (305) 330-8447

Registered Office (no walk‑ins)

Isabelle Nails LLC (d/b/a Nail Matrix Supply) 8440 Southwest 8th Street, Apt 205 Miami, FL 33144, USA

In‑Person Returns & Pickup

In‑person returns are accepted only with an RMA and during posted hours at:
8631 Coral Way, Suite 101 Miami, FL 33155, USA