Return & Service Policies

At Kelly Nails and Spa, we strive to provide a complete nails and spa experience. To maintain our quality standards and ensure the health and beauty of our clients, we adhere to the following strict return and service policies.

1. Product Returns: Defective Items Only

Due to the sanitary nature of our professional beauty products, we maintain a strict return policy to ensure the safety of all customers.

  • Defective Merchandise: Returns or exchanges are accepted only for defective retail products (e.g., a broken pump, faulty spray nozzle, or a compromised polish bottle).
  • Timeframe: All claims for defective merchandise must be made within 7 days of the original purchase date.
  • Proof of Purchase: A valid original receipt must be presented for any return or exchange to be processed.
  • Final Sale Items: All non-defective retail products, digital gift cards, and shop items are considered final sale. We cannot offer refunds or exchanges due to a change of mind or personal preference once a product has left the salon.

2. Service Satisfaction & Guarantee

Your satisfaction is our top priority. While we do not offer monetary refunds on labor, we are committed to fixing any issues that may arise from our application.

  • No Refunds on Services: We do not offer cash or credit card refunds for any manicure, pedicure, or spa services once you have left the salon.
  • Complimentary Repairs: If your gel or dip service fails due to a technical application issue (such as premature lifting or chipping), we offer complimentary repairs within 5 days of your original appointment. Repairs requested after 5 days or caused by physical trauma to the nail will be subject to a repair fee.
  • Immediate Feedback: If you are unsatisfied with the shape, color, or overall look of your nails during your appointment, please notify your technician or the manager before you leave. This allows us to make immediate adjustments to ensure you are happy with the result.

3. Appointment & Cancellation Policy

To respect the time of our technicians and other guests, we ask for your cooperation with the following:

  • Punctuality: Please arrive on time for your scheduled session. Late arrivals of more than 10 minutes may result in a shortened service time or the need to reschedule to avoid impacting the next client’s appointment.
  • Cancellations: We kindly request at least 24 hours’ notice for any cancellations or major changes to your booking. This allows us the opportunity to offer that time slot to other guests on our waiting list.

How to Resolve an Issue

If you believe a product you purchased is defective, or if you need a service repair covered under our 5-day guarantee, please call us at 480-558-7082 or visit us at our Val Vista Towne location in Gilbert, AZ. We value your business and will work promptly to resolve any concerns.