Returns, Replacements and Refunds Policy
Last updated: October 1, 2026

LENTO Nails is a brand owned and operated by PASCALE TRADING LIMITED, a company registered in England and Wales with company number 17472410.
This policy applies to purchases made directly from LENTO Nails. PASCALE TRADING LIMITED is the seller and is responsible for handling return requests, replacements and refunds.
Contact: customer-service@lentonails.com

Customer support hours: Monday to Friday, 9:00 a.m. to 10:00 p.m., UK local time (GMT or BST, as applicable), excluding bank holidays in England and Wales. You may email us at any time. We normally respond within 2 support business days.

For customer support, claim reviews, inspections and refund processing under this policy, a business day means Monday to Friday, excluding bank holidays in England and Wales, calculated using UK local time. Supplier preparation and dispatch business days follow our Shipping and Delivery Policy. Carrier transit and payment-provider posting times may follow different working-day calendars.

1. Request and return deadlines

To request a change-of-mind return, email customer-service@lentonails.com with your order number and a clear statement that you wish to cancel or return your purchase within 14 calendar days after delivery. You do not need to give a reason. A valid cancellation notice does not depend on our approval.

Send the goods back within 14 calendar days after your cancellation notice. Contact us for the authorized return address and instructions before posting. Keep proof of posting and, where available, send us the tracking number. If our return instructions are delayed, we will extend the return-posting deadline so that our delay does not disadvantage you.

For an incorrect, damaged or defective item, contact us as soon as reasonably possible with the order number, a description of the problem and photographs where reasonably available. The 14-day change-of-mind period does not limit statutory rights for defects, incorrect goods, non-delivery or other matters. Opening packaging to identify a problem does not by itself invalidate a claim. Do not send full payment-card details.

2. Change-of-mind returns

If you no longer want a product, including because you selected the wrong size, you may use the return process in section 1. Keep the goods and original product packaging in good condition where possible. You may inspect the product as reasonably necessary to establish its nature, characteristics and fit. Do not wear, apply adhesive, file or alter a product that you intend to return. Where permitted by law, we may deduct only the diminished value caused by handling beyond what is necessary for that inspection; we explain any such deduction. We do not impose a blanket no-return rule merely because ordinary product packaging has been opened.

We provide the authorized return address, recipient details and instructions. Our registered office and the sender address on your parcel are not authorized product-return addresses unless we expressly confirm otherwise. Check the return destination and postage cost before arranging shipment.

You arrange and pay ordinary change-of-mind return postage. We do not charge a restocking or return-processing fee. Refunds are based on the amount paid after discounts for the returned goods, plus applicable refundable taxes, subject only to a lawful diminished-value deduction described above.

If you exercise a statutory right to cancel an entire order, we also refund the standard delivery charge paid; an additional charge for an upgraded delivery service need not be refunded where the law permits. For other change-of-mind returns and partial product refunds, the original delivery charge is not refunded unless applicable law requires it. We do not retrospectively add or deduct a delivery charge because a return reduces an order below the free-shipping threshold.

3. Size selection and opened products

Please compare your nails with the product size chart before ordering.  We do not offer complimentary fit replacements.

If we sent the product and size you ordered but you selected the wrong size, the change-of-mind return process in sections 1 and 2 applies. Reasonable inspection does not automatically remove cancellation rights. Wearing, applying adhesive, filing or otherwise altering the goods may affect their refundable value where permitted by law. A different size sent by us or a confirmed defect is handled separately under sections 4 and 5.

4. Incorrect products or sizes sent by us

Email customer-service@lentonails.com with the order number and photographs of the product and identifying label. We review complete supporting information within 3 business days.

For a confirmed error requiring a replacement, we provide return instructions and a prepaid standard return method, or agree in writing to reimburse reasonable standard return postage before you pay it. We pay standard replacement shipping.

After you provide proof that the carrier has accepted the authorized return, our supplier prepares and dispatches the correct replacement within 3–4 dispatch business days, as defined in our Shipping and Delivery Policy. If we waive the return, preparation starts when we confirm the replacement in writing. Standard replacement transit normally takes 7–15 business days after dispatch. Tracking is emailed when available.

If the correct product is unavailable, we refund the affected product and applicable refundable taxes instead. We do not substitute another design or store credit without your agreement. When an entire order is refunded because of our error, we also refund its original standard delivery charge. For partial product refunds, we refund any delivery charge required by applicable law. These arrangements do not limit any statutory right to reject incorrect goods or obtain another remedy. Cancellation, lost orders and non-fulfillment are addressed separately in section 7.

5. Serious defects, damage and missing items

If a serious manufacturing or quality defect makes the product unusable, stop using it and email customer-service@lentonails.com. Explain the problem and provide clear photographs where reasonably available. We review complete supporting information within 3 business days. 

For a confirmed serious defect that makes the product unusable, we refund the affected product and applicable refundable taxes without requiring a return. We issue the approved refund within 2 support business days. When an entire order is refunded because of a confirmed defect, we also refund its original standard delivery charge. For partial product refunds, we refund any delivery charge required by applicable law. The change-of-mind return period does not limit statutory defect-related rights.

For other confirmed defects, shipping damage or items missing from an order, we provide an appropriate replacement, refund or other remedy according to the circumstances and mandatory rights. We pay return postage that we require for a confirmed problem caused by us.

Minor differences caused by screen settings or normal decorative variation are not automatically defects. This does not exclude claims where a product materially differs from its description. Damage caused by misuse or alteration after delivery is not an original manufacturing defect.

6. Refund method and timing

For ordinary returns, we normally inspect the goods within 3 support business days after receipt and notify you of the outcome. Approved refunds are normally initiated within 2 support business days after approval to the original payment method. If that method cannot receive a refund, we work with you and the payment provider on an appropriate alternative permitted by law.

For cancellation refunds, we issue the refund without undue delay and no later than 14 calendar days after receiving the returned goods or evidence that they were sent back, whichever is earlier. If we waive the return or offer to collect the goods, we issue the cancellation refund within 14 calendar days after receiving your cancellation notice. Our inspection and approval processes do not extend these deadlines. For other refunds, any statutory deadline applies and takes precedence over our usual processing targets.

Your bank or payment provider may then take approximately 5–10 business days to post the refund. This is separate from our inspection and processing time. If the refund has not appeared after that period, contact us so we can provide a reference, and contact your payment provider if needed. Legally required shorter processing periods take precedence.

Refunds are based on the amount paid after discounts. We do not replace a monetary refund with store credit without your agreement. We do not deduct our payment-processing fees from an otherwise approved refund. Payment-provider currency conversion or bank posting may affect how the refund appears.

7. Cancellations, lost orders and non-fulfillment

Email customer-service@lentonails.com as soon as possible if you want to change or cancel an order. We will try to stop fulfillment, but changes may no longer be possible once preparation or dispatch has begun. This operational limit does not remove a statutory cancellation right or your eligibility for the published return process.

If we approve cancellation of an entire order before shipment, or cancel it before shipment because we cannot fulfill it, we refund all amounts paid, including original shipping and applicable refundable taxes. We initiate the refund within 2 business days after confirming cancellation.

If a dispatched order is confirmed lost or cannot be delivered, we offer a replacement at no additional standard shipping charge or a refund. A refund for an entire undelivered order includes all amounts paid, including original shipping and applicable refundable taxes.

An undelivered order is not an ordinary change-of-mind return. It is not subject to a deadline measured from a delivery that never occurred.

8. Application kit and policy changes

Each press-on nail set includes an application kit at no separate charge. The return conditions in sections 1 and 2 apply; the included kit does not create a separate return fee or override mandatory consumer rights.

Updates apply from publication and do not remove commitments made for earlier purchases or mandatory consumer rights. Nothing in this policy excludes a right or remedy that cannot lawfully be excluded.

Shipping and Delivery Policy
Customer support: customer-service@lentonails.com