At Vettsy, your satisfaction is our top priority. We want you to love every sparkle and shade you receive. However, we understand that sometimes things don’t go quite as planned. To ensure a smooth and fair experience for everyone, please review our updated policy below.

1. Order Cancellations & Changes

We strive to process and ship your orders as quickly as possible.

The 12-Hour Window: If you need to change or cancel your order, please contact us at service@vettsy.com within 12 hours of payment.

After Shipment: Once an order has been shipped out, it can no longer be canceled or modified. We appreciate your understanding in this matter.

2. Damaged, Defective, or Missing Items

Every item is thoroughly inspected before it leaves our warehouse. Please inspect your order as soon as it arrives.

If you receive damaged/defective items or find something missing, email service@vettsy.com immediately. Please include your order number and clear photos of the issue. Our team will review your request and provide a solution within 24 hours.

3. Returns & Eligibility

If you are not entirely satisfied with your purchase, you have 30 days after receiving your item to request a return.

Non-Returnable Items (Final Sale): Press-on Nails, Vettsy Boxes, Lucky Bags, Clearance/Sale items.

To be eligible for a refund, items must be in the same condition you received them—unworn, unused, with tags still attached, and in the original packaging.

To Start a Return: 

Step 1 (Authorization): Please email service@vettsy.com to initiate your request. Please include your receipt or proof of purchase in your email. 

Note: Items sent back to us without prior authorization will not be accepted.

Step 2 (Shipping): Once your return is accepted, we will provide you with the specific return shipping address and recipient details. Please note that the 30-day return does not include the shipping label. We usually advise customers to inquire about return shipping costs with local logistics companies. 

Note: For returns due to customer reasons (e.g., changing your mind, ordering the wrong item, or duplicates), the customer is responsible for all return shipping costs and any applicable customs duties.

Step 3 (Tracking): We strongly recommend using a trackable shipping service, as Vettsy cannot be held responsible for packages lost during the return transit.

Step 4 (Refund): Once we receive and inspect your return, we will notify you if the refund is approved. If approved, the refund will be automatically issued to your original payment method (excluding original shipping/handling fees).

4. Exchanges

For Product Issues (Our Error): If you received the wrong item or a defective product, please reach out to us immediately. We will work closely with you to resolve the issue as quickly as possible at no additional cost to you.

For Personal Preference (Change of Heart): If you wish to exchange an item for a different color or style. In this case, the customer is responsible for the return shipping costs to our warehouse, as well as the shipping fees for the new package. 

The Exchange Process:

Email service@vettsy.com with your order details to request an exchange. If your exchange request is accepted, our support team will provide the necessary return shipping information. Once we have received and inspected your returned product to ensure it is in its original condition, we will contact you to arrange the shipment of your new item.

5. Refunds & Missing Orders

Rest assured, we will keep you updated and notify you via email the moment your order is canceled or your refund is finalized.

Note: Please keep in mind that it can take several business days for your bank or credit card company to process and post the refund.

Missing Orders: If you have not received your package after 45 days from the time the order is placed, please feel free to contact us at service@vettsy.com. We will do our absolute best to investigate and help solve the issue.

Questions? Our customer service team is always here to help you solve any issues. Reach out to us anytime at service@vettsy.com.