Refund policy

Return & Refund Policy
Last updated: August 23, 2026
All Sales Are Final
Every Top Coat Collective press-on nail set is handmade to order in Tokyo using the design, shape, length, size, measurements, photographs, and other information selected or provided by the customer.
Due to the custom-made nature of our products and for hygiene reasons, all sales are final. We do not accept returns, exchanges, or refunds except for a verified manufacturing defect, damage in transit, a missing or incorrect item, or where required by applicable law.
Inspect Your Order Before Use
Customers must inspect the entire order immediately after delivery and before applying adhesive, glue tabs, glue gel, or any other product.
Any visible damage, defect, missing item, or incorrect item must be reported within 7 calendar days of confirmed delivery and before any nail has been applied, worn, filed, trimmed, reshaped, altered, or used.
Once an item has been applied, worn, altered, or used, it is not eligible for return, exchange, or refund. This does not apply where a hidden manufacturing defect could not reasonably have been discovered before use or where applicable law requires otherwise.
If you discover a possible defect, stop using the product immediately.
Items and Issues Not Eligible for Return or Refund
We do not accept returns, exchanges, or refunds for:
• Change of mind or personal preference
• Dissatisfaction with the chosen design, shape, length, or color
• Incorrect sizing or fit resulting from measurements, sizing photographs, nail information, or selections provided by the customer
• Minor variations in color, pattern, placement, shape, texture, or finish that naturally occur in handmade products
• Color differences caused by screens, lighting, photography, or display settings
• Items that have been applied, worn, filed, trimmed, reshaped, altered, damaged, or used
• Damage caused by application, removal, adhesive, glue, glue gel, UV or LED curing, chemicals, water exposure, impact, improper storage, or failure to follow instructions
• Normal wear and tear
• Damage limited to external packaging that does not affect the product
• Claims that cannot be reasonably verified
• Items returned without prior authorization
• Delivery delays caused by carriers, customs, incorrect addresses, or circumstances outside our reasonable control
How to Report an Eligible Issue
Email hello@topcoattokyo.com within 7 calendar days of confirmed delivery.
Your claim must include:
• Your order number
• A detailed description of the issue
• Clear photographs of the complete nail set
• Close-up photographs and, if requested, video showing the claimed issue
• Photographs of the original packaging and shipping label
• Any additional information reasonably requested to verify the claim
We will normally respond within 3 business days. Submitting a claim does not mean that it has been approved.
Verification and Return Inspection
We may require additional photographs, videos, or other evidence. We may also require the affected item or the complete nail set to be returned for physical inspection before deciding whether a replacement or refund is available.
For any full refund, the complete nail set and any items requested by us must be returned and received before a refund can be approved.
Do not return any item without written authorization and return instructions from Top Coat Collective. Unauthorized returns may be refused and will not qualify for a refund.
When a return is requested, the customer must package the product securely, use a tracked shipping service, and retain proof of shipment.
Remedies for Verified Issues
If we confirm an eligible manufacturing defect, transit damage, missing item, or incorrect item, our primary remedy will be to repair, remake, or replace only the affected nail or item.
A complete replacement set or full refund is not automatically available when replacing the affected item reasonably resolves the issue.
A partial or full refund will be considered only when:
• A replacement cannot reasonably resolve the verified issue
• A replacement is unavailable
• We expressly approve a refund in writing
• A refund is required by applicable law
Replacement items will normally be produced within 10 business days after the claim is approved, excluding delivery time.
Refunds
No refund will be issued before the required returned item has been received and inspected.
If a refund is approved after inspection, it will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to post the refund.
Customs duties, import taxes, bank charges, currency conversion fees, and other amounts paid to third parties are not refundable by Top Coat Collective unless required by applicable law.
Return Shipping Costs
For a verified and approved manufacturing defect, transit damage, missing item, or incorrect item, Top Coat Collective will cover only reasonable, standard, tracked return-shipping costs.
We will either provide shipping instructions or approve the return-shipping amount in writing before the item is sent. Express shipping, additional services, customs charges, and any unapproved shipping costs will not be reimbursed.
If the returned item is found not to qualify under this policy, no refund will be issued. The customer will be responsible for any cost required to ship the item back to them.
Cancellation Policy
Cancellation requests must be emailed to hello@topcoattokyo.com within 24 hours of placing the order.
Because production may begin shortly after payment, cancellation is only available if production has not started. Once production has started, the order cannot be cancelled, changed, exchanged, or refunded.
Submitting a cancellation request within 24 hours does not guarantee cancellation if production has already begun.
Contact
Top Coat Collective
Email: hello@topcoattokyo.com
Nothing in this policy excludes or limits any mandatory consumer rights that cannot legally be excluded under applicable law.