Returns & Exchanges

At Melody Susie, we are committed to empowering your creativity with professional, high-quality nail artistry tools. We stand behind our products, from our Pro Nail Lamps and Nail Drill Value Kits to our delicate Nail Accessories. Your satisfaction is our priority. However, we understand that sometimes a product may not meet your expectations. This policy outlines our straightforward and fair process for returns and exchanges.

1. Conditions for Returns & Exchanges

To be eligible for a return or exchange, your item must be:

• In its original, unused, and resalable condition (with all original tags, packaging, and protective covers intact).
• Accompanied by the original proof of purchase (order number).
• Requested within 15 days of the delivery date.

2. Non-Returnable Items

To ensure the health and safety of our global community of nail technicians and hobbyists, the following items are final sale and cannot be returned or exchanged:

• Nail Drill Bits & Sanding Bands: Due to their hygienic nature and direct contact with nails, all drill bits and sanding bands are non-returnable once the packaging is opened.
• Nail Files (especially abrasive files) for hygiene reasons.
• UV Gloves: Intimate wear items for safety and hygiene.
• Any product that is damaged due to customer misuse, or where the original packaging is not returned.
• Gift cards or downloadable software products.

*This list is based on the product categories (Nail Drill Bits, Sanding Bands, Nail Files, UV Gloves) identified on our website, which are personal care tools where hygiene is paramount.

3. Step-by-Step Return/Exchange Process

1. Contact Our Support Team: Within 15 days of receipt, email us at [email protected] with your order number and the reason for the return/exchange. Please use the template below to ensure we get all necessary information quickly.
2. Receive Instructions: Our customer care team will review your request and, if approved, email you a Return Merchandise Authorization (RMA) number and detailed instructions on where to send the package. Do not send items back without an RMA number.
3. Pack and Ship: Securely pack the item(s) in their original packaging, include a copy of your order confirmation or the RMA email, and mail it to the address we provide. We recommend using a trackable shipping service. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped).
4. Inspection and Processing: Once we receive your return at our San Francisco hub, our team will inspect the item(s) to ensure they meet our return conditions. Processing typically takes 3-5 business days after receipt.

4. Refund & Exchange Details

Refunds: Upon approval, your refund will be processed to the original method of payment used during purchase (Visa, MasterCard, JCB, or PayPal).

• Timing: Please allow up to 10 business days for the refund to appear in your account after we have processed it. The speed depends on your bank or PayPal’s policies.
• Amount: You will be refunded the full item price. Original shipping fees are non-refundable. Return shipping costs are not covered unless the return is due to our mistake.

Exchanges: We will process the exchange for the desired item once the returned item is received and inspected. If the new item is of higher value, you will be charged the difference. If it is of lower value, we will refund the difference.

5. Return/Exchange Request Email Template

To expedite your request, please copy, paste, and fill out the following template when emailing us at [email protected]:

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item (e.g., a faulty Handpiece or the wrong Art Nail Lamp), please contact us at [email protected] within 48 hours of delivery. We will arrange a prepaid return label for you and prioritize sending a replacement immediately or issue a full refund at your discretion.