Refund Policy

Beauty services are personal and are performed by hand. Our first commitment is always to correct the work rather than to leave a client unhappy. This policy explains when we correct, credit or refund, and is applied in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulations.

• Services already performed are generally non-refundable, as the specialist time, products and consumables have been used.
• If you are not satisfied with the result, notify us within 3 days of your appointment and we will assess the work.
• Where the issue is caused by the quality of our workmanship, we will correct it free of charge at the earliest available slot.
• A refund of up to the full service value may be granted where a correction is not possible or where you decline a correction and the fault is clearly ours.

• Lash sets: premature lash loss reported within 72 hours, where aftercare instructions were followed, is corrected free of charge.
• Nails: chips, lifting or breakage reported within 5 days of a gel, BIAB, acrylic or extension service is repaired free of charge.
• Hair colour: tone adjustments requested within 7 days are corrected free of charge where the agreed result was not achieved.
• Corrections cannot be claimed where another salon or a home treatment has altered the work in the meantime.

• Change of mind about a colour, shape, length or style that was agreed and delivered as requested.
• Results affected by aftercare that was not followed, home removal attempts, or products used outside the salon.
• Conditions or sensitivities that were not disclosed before the service began.
• Natural fading, growth, regrowth or normal wear over time.
• Services performed elsewhere and later brought to us for correction.

• Deposits are refunded in full when an appointment is cancelled within the notice period set out in our Booking & Cancellation Policy.
• Deposits may be retained for no-shows or late cancellations within the notice period.
• If the salon cancels your appointment and no suitable alternative slot works for you, any prepaid amount is refunded in full.

• Memberships and packages are sold at a discount against the value of the included services and are non-refundable once any session has been used.
• Where no session has been used, a refund may be requested within 7 days of purchase and will be processed less any administration cost actually incurred.
• Where some sessions have been used, the used sessions are charged at the standard individual price and any remaining balance may be issued as salon credit.
• Unused sessions expire at the end of the stated validity period and are not refunded.

Gift cards are non-refundable and cannot be exchanged for cash. They may be used against any service up to their stated value and within their validity period.

Sealed, unopened retail products may be returned within 7 days of purchase with the original tax invoice for a refund or exchange. For hygiene reasons, opened or used products cannot be returned unless the product is faulty.

• Refunds are issued to the original payment method used for the transaction.
• Card refunds are processed within 7 working days from approval and may take up to 14 working days to appear, depending on your bank.
• Cash payments are refunded in cash at the salon against the original tax invoice.
• A credit note referencing the original invoice number is issued for every refund, as required for VAT records.
• The original tax invoice or booking reference is required for any refund request.

Contact us at booking@ournail.salon or +971556637441 with your invoice number, appointment date and a description of the issue. Photographs are helpful. We aim to acknowledge every request within 2 working days and to resolve it within 7 working days.

Please also read our Booking & Cancellation Policy and Terms & Conditions. If a matter remains unresolved, you may escalate it to the Department of Economy and Tourism, Dubai (Consumer Protection).