Returns, Exchanges & Right of Withdrawal

If you would like to return or exchange an item, or exercise your statutory right of withdrawal, we're here to help.

Switch Nails offers a voluntary 30-day return policy for eligible products. If you are an EU consumer, you have a statutory right of withdrawal in accordance with applicable consumer protection legislation.

The sections below explain the different options and how to start each type of request.


Conditions for Return
To be eligible for a return under our voluntary 30-day return policy, your item must:
  • Be unopened and unused.
  • Be returned in its original packaging, including all accompanying packaging.
  • Be complete, with all parts and accessories included.
  • Be returned within 30 days from the date of delivery
Please note that our voluntary return policy does not apply to defective, damaged or incorrect products. Such issues should be submitted as a claim through our return portal.
 
How to Return
To start a return or exchange, use the return portal available on our website.
Identify your order using the requested order details, then select whether you would like to return or exchange your items and follow the instructions provided.
Once your request has been submitted, simply follow the return instructions provided through the portal.
RETURN PORTAL
Customer Responsibility
Once your return or exchange request has been submitted, you are responsible for the items until they have been received by our return department.

Please ensure that the items are packaged securely and returned in accordance with the instructions provided through the return portal. We recommend keeping your proof of shipment and any tracking information until your request has been fully processed.
 
Free Returns
Where free returns are offered, Switch Nails provides the applicable return shipping option in accordance with the instructions available through our return portal.

Free returns are a voluntary service provided by Switch Nails and apply only when the return is registered and shipped according to the instructions provided through the return portal.

To ensure that we can continue offering free returns to all customers, we reserve the right to withdraw this service for future orders if we identify a pattern of returns that we reasonably believe is inconsistent with the intended purpose of our return policy. This may include repeated orders with unusually high return rates or other behaviour that suggests misuse of the service.

This does not affect your statutory rights under applicable consumer protection legislation.

Refunds
Once we have received and inspected your returned items, we will process your refund without undue delay.

Approved refunds will be issued using the same payment method that was used for the original purchase, unless otherwise agreed.

Please note that it may take several business days for the refunded amount to appear in your account, depending on your payment provider or financial institution.

Original shipping costs are refunded only where required by applicable consumer protection legislation.

If your return does not meet our return conditions, you will be notified by email. You may request to have the returned items sent back to you at your own expense within 5 days of receiving the notification. If we do not receive such a request within this period, we reserve the right to retain or dispose of the returned items in accordance with our internal procedures.

Right of Withdrawal

If you are an EU consumer, you have a statutory right of withdrawal in accordance with applicable consumer protection legislation.

To exercise your right of withdrawal, use the withdrawal portal available on our website.

Identify your order using the requested order details, submit your withdrawal request and follow the instructions provided.

Once your withdrawal request has been submitted, you will receive a confirmation by email without undue delay.

For full details regarding your statutory right of withdrawal, including applicable time limits, refunds and exceptions, please refer to our Terms & Conditions.
RIGHT OF WITHDRAWAL

Complaints / Claims

If you have received a defective, damaged or incorrect product, please submit a claim through our return portal.
Identify your order using the requested order details, select Claim, and follow the instructions provided.
Please include a description of the issue together with clear photos of the product to help us assess your claim.
Once we have reviewed your claim, we will contact you with the next steps.
SUBMIT A CLAIM

Special Cases

Sale & Clearance Items
When purchasing sale or clearance items from the online store or physical store, special return rules may apply. The right to exchange may not be applicable. The right of withdrawal and the 14-day distance selling law apply from the day of pickup for purchases made through e-commerce and are at your cost as a customer, and must be sent to us.

In-store Purchases

Pop-up Stores / Retailers
Returns or exchanges must be made at the physical pop-up store or retailer.
The retailer is responsible for Switch Nails products while they are being sold and will assist you through their own support or in-store staff.
If the pop-up store is open for a limited time, returns are only accepted during that period.

Switch Nails Flagship Store
Purchases made at our Flagship store can be returned to the store or to our warehouse.
To be eligible for a free return label you must contact our customer service and provide the receipt of the store purchase.
Refunds are issued to the original payment method.