Refund Policy
Last updated: 1 January 2025 · Version 1.0
Our Commitment to Quality
At Lovely Nails Eindhoven, your satisfaction is important to us. We take pride in the quality of every service we provide. This policy explains how we handle refund requests, cancellations, and service corrections.
1. Services — General Position
As a beauty salon providing in-person services, the following general rules apply under Dutch consumer law (Burgerlijk Wetboek / EU Consumer Rights Directive):
- Completed services are non-refundable in principle, as the service has already been delivered.
- The 14-day statutory cooling-off period (herroepingsrecht) applies only to distance contracts for goods or services with no fixed date. A booked nail appointment with a specific date is exempt from this cooling-off period.
- However, if a service is demonstrably not delivered as agreed (quality defect), we will correct it free of charge within a reasonable time.
2. Summary: What We Offer
| Situation | Our Response |
|---|---|
| Service completed — client satisfied | No action needed. Thank you for visiting! |
| Service completed — quality issue reported within 48h | Free correction/repair appointment |
| Appointment cancelled 24h+ in advance | Full cancellation, no charge |
| Appointment cancelled less than 24h in advance | Up to 50% cancellation fee may apply |
| No-show without notification | Full service fee may be charged |
| Product purchase — unopened | Exchange within 14 days with proof of purchase |
| Product purchase — opened (hygiene products) | No refund/exchange (EU hygiene exemption) |
3. Quality Guarantee — Nail Services
We stand behind our work. If your nails chip, lift, or show a quality defect within 5 days of your appointment (under normal use), please contact us. We will assess the situation and, where appropriate, repair or redo the affected nails at no additional cost.
The quality guarantee does not apply in cases of:
- Damage caused by misuse (e.g. using nails as tools, exposure to harsh chemicals)
- Normal wear and tear beyond 5 days of service
- Natural nail breakage (nails extend beyond the nail plate)
- Conditions disclosed after the appointment that affected the result
To claim a quality correction, contact us within 5 days of your appointment with a photo of the issue via phone or Instagram DM. We aim to schedule a correction within 3 business days.
4. Cancellations
Please cancel or reschedule your appointment as early as possible so we can offer that slot to other clients. Our cancellation policy:
- 24 hours or more before the appointment: Cancelled free of charge.
- Less than 24 hours before: A fee of up to 50% of the service price may be charged.
- No-show: The full service price may be invoiced.
To cancel, contact us by phone (+31 6 15 08 88 26) or Instagram DM.
5. Product Purchases
If we sell any retail products (nail care, cuticle oils, etc.) and you wish to return an item:
- Unopened products: Exchange or store credit within 14 days of purchase, with proof of purchase.
- Opened/used products: For hygiene reasons, opened beauty products cannot be returned or exchanged under EU law, unless there is a proven defect.
- Defective products: We will replace or refund defective products in accordance with Dutch consumer warranty law (2-year statutory guarantee).
6. How to Make a Claim
To request a correction, cancellation, or discuss a refund:
- Phone / WhatsApp: +31 6 15 08 88 26
- Instagram DM: @lovelynailseindhoven
Please have your appointment date and a description (or photo) of the issue ready. We will respond within 2 business days.
Note: Email contact details will be added once confirmed by the salon owner.
7. Disputes
If we cannot resolve a complaint together, you may contact:
- Consuwijzer (Dutch consumer advice): consuwijzer.nl
- EU Online Dispute Resolution: ec.europa.eu/consumers/odr