Return & Refund Policy
At Janea, we take pride in the quality of our professional nail products. Please read the following policy carefully before placing your order.
Contacting Us About Returns
For all return, refund, or fault enquiries, please contact our customer support team before returning any products.
Email: hello@janeagels.com
When contacting us, please include:
- your order number;
- details of the issue or request;
- and any relevant photographs or supporting evidence where applicable.
Returns sent without prior contact or approval may result in delays or rejection of the claim.
Change of Mind Returns
We accept change of mind returns within 30 days of delivery for items that are:
- unused;
- unopened; and
- returned in their original condition.
For hygiene and product safety reasons, products returned opened, used, contaminated, or in a non-resalable condition are not eligible for change of mind returns.
Customers are responsible for the cost of returning change of mind orders to us.
Once the returned goods have been received, inspected, and approved, a refund will be issued back to the original payment method used at checkout.
We reserve the right to refuse change of mind refunds where returned products show signs of use, contamination, damage, misuse, or handling beyond what would reasonably be expected when inspecting the product.
Where an entire order is returned, we will refund the original standard UK delivery charge paid on the order only. Any upgraded or express delivery charges are non-refundable.
This means:
Orders under £150:
- If Standard Delivery (£2.99) was selected, £2.99 delivery cost will be refunded.
- If Fast Delivery (£5.99) was selected, only the equivalent Standard Delivery cost (£2.99) will be refunded.
Orders of £150 or more:
- Standard Delivery is free and therefore no delivery charge will be refunded.
- If Fast Delivery (£3.00) was selected, no delivery charge will be refunded, as the order already qualified for free standard delivery.
No delivery charges will be refunded for partial returns.
Faulty, Incorrect or Damaged Products
If you believe a product is faulty, incorrect, damaged, or not performing as expected, please contact us within 30 days of delivery.
Examples of issues that may qualify as faulty include:
- leaking products;
- contamination issues;
- curing issues when used correctly;
- an incorrect shade or product supplied; or
- products that do not perform as advertised.
Colours may vary slightly due to screen settings, lighting conditions, application methods, curing systems, and individual application techniques.
Minor variation between product images and the finished applied result does not constitute a fault, incorrect product, or product not as described.
Minor cosmetic imperfections to packaging or bottles, including small dents, do not qualify as faults.
As UV gel products require correct professional application and curing procedures, all fault claims must be supported by appropriate evidence. Customers may be asked to provide photographs, videos, batch numbers, usage information, curing details, lamp information, or additional supporting evidence to help us assess the issue.
Following an initial review of the evidence provided, we may provisionally approve the return for inspection and provide a prepaid return shipping label.
All products must be returned to us and physically inspected before any refund, replacement, or other resolution is finally approved.
Following inspection and approval of a fault claim, we may, at our discretion, offer:
- a like-for-like replacement, subject to stock availability; or
- a refund to the original payment method.
Approved fault refunds will include:
- the full purchase price of the affected item(s); and
- the full original delivery charge paid on the order, including upgraded or express shipping services where applicable, but only where the entire order is being returned due to an approved fault claim.
If only part of an order is being refunded or replaced, the original delivery charge will not be refunded.
We reserve the right to refuse fault claims following inspection where:
- the evidence provided is insufficient;
- products have been misused;
- products show signs of improper handling or application; or
- issues arise from incompatible systems, improper curing, failure to follow professional usage instructions, or other user-related factors.
Refunds or replacements will only be issued once returned goods have been received and inspected by our team.
Return Packaging
Products should be securely packaged when returned to prevent damage in transit. We are not responsible for items damaged during return shipping due to insufficient packaging.
We recommend using tracked delivery services for all returns, as we are not responsible for items lost in transit.
Return Address
Approved returns should only be sent to the return address provided by our customer support team.
Please do not return products without contacting us first, as unauthorised returns may result in delays or rejection of the claim.
Rejected Returns
If a returned item does not meet the requirements of this policy, the refund or fault claim may be rejected following inspection.
Where a claim is rejected, the customer may request for the goods to be returned to them at their own expense.
Rejected items must be claimed within 14 days of notification of the decision. Where return postage is required, this must be paid before the goods are dispatched.
Due to hygiene and storage considerations, unclaimed items may be securely disposed of after 14 days.
Refunds
Approved refunds will typically be processed within 14 days of inspection and approval.
Professional Use
Janea products are intended for professional use only. Proper preparation, application, curing procedures, lamp compatibility, and aftercare are the responsibility of the user.
We are not responsible for issues arising from incorrect application, incompatible systems, improper curing, or misuse of products.
Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer law.
