At Ishi Nail Lab, every press-on order is prepared with care and attention to the details selected for that order.
Because our shop includes both ready-made and custom press-on sets, this policy distinguishes between change-of-mind requests and customer-selected details and orders that are defective, damaged, incorrect, incomplete, or materially different from the confirmed order.
Our goal is simple: to make the ordering process clear, protect the care that goes into each set, and provide a fair way to resolve genuine problems when they arise.
This policy applies to press-on purchases made online or in person at Ishi Nail Lab.
Nothing in this policy is intended to waive, exclude, or limit any consumer right or legal remedy that cannot lawfully be waived or limited under applicable Philippine law.
1. Custom & Ready-Made Press-Ons
Ishi Nail Lab offers both ready-made and custom press-on sets.
Custom orders may be prepared according to customer-selected or customer-provided details such as:
- design;
- colour;
- shape;
- length;
- size or measurements;
- quantity; and
- other agreed specifications.
Because custom sets may be prepared specifically for an individual order, they may not be suitable for resale or repurposing once production has begun.
For this reason, custom press-on orders are generally final sale for change-of-mind or preference-based requests.
Ready-made press-on sets are also generally not eligible for voluntary returns or exchanges simply because the customer changes her mind or no longer wants the product.
This does not remove any remedy that may apply where a product is defective, damaged, incorrect, incomplete, or otherwise fails to conform to the applicable order or legal requirements.
2. Change of Mind & Preference Changes
We understand that preferences can change.
However, a change of preference does not by itself mean that a product is defective.
Examples include:
- deciding that you no longer like the selected design;
- preferring another colour;
- preferring another shape;
- preferring a different length;
- selecting the wrong option and later changing your mind;
- deciding that another design would suit you better; or
- simply no longer wanting the order.
These situations are generally not eligible for a return, exchange, or refund based solely on change of mind.
This applies whether the purchase was made online or in person.
3. Sizing & Customer-Provided Measurements
Customers may determine their press-on size using Ishi Nail Lab’s sizing guidance or by having their nails sized at the studio.
Where a customer personally provides or confirms measurements or sizing information, the customer is responsible for ensuring that the information provided is accurate.
If Ishi Nail Lab produces the order according to the measurements or sizing information provided or confirmed by the customer, an incorrect customer-provided measurement does not by itself constitute a product defect.
However, if Ishi Nail Lab makes an error in recording, applying, or producing the confirmed sizing information, the order may qualify for correction or replacement after assessment.
If you are unsure about your sizing, please contact us or visit the studio for sizing assistance before placing or confirming your order.
4. Ishi Production or Fulfilment Errors
If Ishi Nail Lab makes an error in producing or fulfilling a confirmed order, we will review the concern and determine the appropriate remedy.
Examples may include:
- incorrect design;
- incorrect colour or specified variation;
- incorrect shape;
- incorrect length;
- incorrect sizing where Ishi had the correct confirmed measurements;
- incorrect quantity;
- missing item; or
- another material difference between the confirmed order and the product received.
Where appropriate, Ishi may correct or remake the affected item or provide another applicable remedy.
If only part of a set is affected, Ishi may replace only the affected item or nail where this is reasonably practical and adequately resolves the issue.
5. Defective Products
If you believe your press-on set has a product defect or workmanship problem, please contact Ishi Nail Lab as soon as reasonably possible.
A concern may require assessment to determine whether the issue is attributable to the product or its preparation rather than to use, alteration, application, removal, impact, accident, or another external cause.
Depending on the circumstances, an appropriate remedy may include:
- correction;
- replacement;
- repair where reasonably appropriate;
- refund;
- proportionate price adjustment; or
- another remedy available under applicable law.
The appropriate remedy will depend on the nature of the issue and the applicable legal requirements.
Nothing in this section limits any consumer right or remedy that cannot legally be excluded.
6. When to Report a Problem
For practical order investigation, customers should contact Ishi Nail Lab within 7 calendar days of receiving the order if they believe there is a problem with the product.
Prompt reporting allows us to review the order while relevant product, packaging, delivery, and production information is still available.
However, this 7-day reporting period is an operational reporting guideline and is not intended to remove or shorten any consumer right or legal remedy that applies under Philippine law.
If you discover a problem after this period, please still contact us. We will review the circumstances and determine what assistance or remedy may apply.
7. Products That Have Been Applied, Worn or Altered
For hygiene and product-integrity reasons, products that have been:
- filed;
- trimmed;
- reshaped;
- modified;
- altered;
- contaminated;
- intentionally damaged; or
- otherwise changed after receipt
are generally not eligible for a voluntary return or exchange based solely on change of mind or preference.
If a customer has already applied or worn the press-ons and then reports a problem, Ishi Nail Lab will assess the circumstances case by case.
Application or use does not automatically prevent a customer from reporting a genuine pre-existing product defect.
Where possible, please contact Ishi Nail Lab before altering, repairing, or continuing to use a product that you believe is defective.
8. Customer-Caused Damage
Ishi Nail Lab cannot generally be responsible for damage caused after the product has been received through circumstances such as:
- accidental impact;
- improper handling;
- misuse;
- filing or trimming;
- reshaping;
- modification;
- improper application;
- improper removal;
- picking, peeling, or biting;
- using the nails as tools; or
- repair or alteration by another person.
We understand that accidents happen, and we may still review individual situations where appropriate.
The purpose of this section is to distinguish ordinary use-related damage from a product defect; it is not intended to remove any remedy that may apply under applicable law.
9. Damage During Delivery
If your order arrives damaged, please contact Ishi Nail Lab as soon as reasonably possible and, where practical, within 7 calendar days of receipt.
Please retain the product and its packaging until the concern has been reviewed.
Please provide clear photographs showing, where relevant:
- the damaged product;
- the packaging;
- the shipping packaging;
- the delivery label; and
- any visible damage to the parcel.
Ishi Nail Lab will assess the concern and determine the appropriate remedy.
Where a delivery issue may involve the courier, Ishi Nail Lab may coordinate with the customer and the relevant delivery provider as necessary.
The customer does not need to resolve the courier matter independently before reporting the problem to Ishi.
10. Lost or Undelivered Orders
If tracking information indicates that an order has been delivered but you have not received it, please contact Ishi Nail Lab promptly.
We may coordinate with you and the relevant delivery provider to investigate the shipment.
We may request information reasonably necessary to investigate the matter, such as:
- order information;
- delivery details;
- tracking information;
- delivery notifications; or
- confirmation that the order was not received.
The appropriate resolution will depend on the findings of the investigation and the circumstances of the transaction.
11. Customer-Provided Shipping Address
Customers are responsible for providing an accurate and complete shipping address.
If an order cannot be delivered, is returned to sender, or requires additional delivery arrangements because the customer supplied an incorrect or incomplete address, Ishi Nail Lab may require the customer to cover reasonable additional shipping costs before another delivery attempt is made.
Where the shipping error was caused by Ishi Nail Lab rather than by the customer-provided information, Ishi will address the matter accordingly.
If the circumstances are unclear, Ishi Nail Lab may review the order and delivery records before determining the appropriate next step.
Before production begins
A cancellation request may be accepted where Ishi Nail Lab has not yet begun production.
After production begins
Once production has begun, the order may no longer be cancellable for change of mind.
For this policy, production begins when Ishi Nail Lab accepts the order and begins preparing, customising, assembling, or producing the order or its materials.
If a customer cancels after production has begun, the applicable down payment is forfeited to cover work and resources already committed to the order, subject to any rights or remedies that cannot legally be excluded.
After shipment
Once an order has been dispatched or is already in transit, it cannot ordinarily be cancelled as a normal order cancellation.
The applicable delivery, return, defect, or refund provisions will apply depending on the circumstances.
13. Returns
Ishi Nail Lab does not generally offer voluntary returns for press-on products simply because a customer has changed her mind or no longer wants the product.
Where a return is appropriate because of a qualifying defect, incorrect order, non-conformity, or another circumstance giving rise to a return remedy, Ishi Nail Lab will provide the applicable return instructions.
Please do not send a product back without contacting Ishi Nail Lab first.
This allows us to identify the order, understand the concern, and provide the correct return instructions.
14. Return Shipping
Responsibility for return shipping or related costs depends on the reason for the return and the applicable remedy.
Where a return is required because of an issue attributable to Ishi Nail Lab or another circumstance for which the customer is legally entitled to a remedy, applicable return costs will be handled in accordance with Philippine law.
Where a customer voluntarily requests a return that is not required under this policy or applicable law, Ishi Nail Lab may decline the request.
15. Refunds
Where a refund is appropriate or required, Ishi Nail Lab will process the applicable refund through the relevant payment process, subject to applicable law and payment-provider procedures.
The time required for the refund to appear in the customer’s account may depend on the payment method, payment provider, bank, card issuer, or other financial institution.
Ishi Nail Lab does not control processing times imposed by third-party financial institutions or payment providers.
16. Store Credit
In situations where a customer is not otherwise entitled to a refund, Ishi Nail Lab may, at its discretion, offer store credit or another goodwill solution.
Any goodwill solution is voluntary and does not replace a refund or other remedy that the customer is legally entitled to receive.
The availability, amount, and conditions of any goodwill store credit will depend on the circumstances of the individual case.
17. How to Submit a Return, Refund or Product Concern
For press-on order concerns, please contact:
Ishi Nail Lab Returns & Customer Care
Email: [email protected]
Phone: +63 949 624 0447
Please note: the returns email should only be published after the [email protected] mailbox or email alias has been created and is actively monitored.
When contacting us, please provide:
- your full name;
- order number, if available;
- product or item concerned;
- a clear description of the issue;
- relevant photographs; and
- any other information reasonably necessary to assess the concern.
For delivery-related concerns, photographs of the product, packaging, and shipping label may be requested.
18. Assessment Process
To determine the appropriate resolution, Ishi Nail Lab may review relevant information, including:
- the original order;
- product selections;
- customer-provided measurements or specifications;
- order confirmations;
- customer communications;
- payment records;
- fulfilment records;
- photographs of the completed product;
- photographs supplied by the customer;
- packaging information;
- shipping information; and
- other records reasonably relevant to the concern.
This review may help determine whether the concern relates to:
- a change of preference;
- customer-provided information;
- product use or alteration;
- customer-caused damage;
- shipping damage;
- an incorrect or incomplete order;
- a product defect;
- an Ishi production or fulfilment error; or
- another circumstance.
Ishi Nail Lab will assess the information available and communicate the appropriate next step.
19. Product Conformity
For online purchases, Ishi Nail Lab aims to provide products that correspond with the applicable product description, selected specifications, quantity, condition, and other representations made as part of the transaction.
Where a product materially fails to conform to the applicable order or representations, the customer may contact Ishi Nail Lab for assessment and any remedy available under this policy or applicable law.
This is particularly important for custom orders, where the confirmed specifications may include design, shape, length, sizing, colour, quantity, and other agreed details.
20. Payment Disputes & Chargebacks
If you have a concern about an order, payment, refund, or charge, please contact Ishi Nail Lab first so that we have a reasonable opportunity to review and resolve the matter.
Ishi Nail Lab may review relevant records, including:
- order information;
- selected product specifications;
- customer communications;
- order timestamps;
- payment records;
- fulfilment records;
- shipping information; and
- photographs or other records relevant to the transaction.
If a payment dispute or chargeback is initiated, Ishi Nail Lab may provide relevant transaction records to the payment provider, financial institution, or other authorised party in accordance with applicable procedures and law.
Nothing in this section prevents a customer from exercising any right or remedy available under applicable law.
21. Privacy & Customer Information
Information provided when submitting a return, refund, replacement, or product concern may include personal and transaction information necessary to investigate and resolve the matter.
Ishi Nail Lab handles personal information in accordance with its Privacy Policy.
The Privacy Policy explains how Ishi Nail Lab collects, uses, stores, retains, protects, and discloses personal information, including information relating to orders, transactions, payments, communications, and customer-service matters.
Please refer to the Ishi Nail Lab Privacy Policy for further information about the handling of personal data.
22. Online & In-Person Purchases
This Press-On Returns & Refund Policy applies to press-on purchases made:
- through the Ishi Nail Lab online shop; and
- directly from Ishi Nail Lab in person.
The applicable remedy may depend on the circumstances of the purchase, the product involved, and applicable law.
23. Customer Responsibility Before Purchase
Before completing a press-on purchase, customers should review:
- the product description;
- design;
- colour;
- shape;
- length;
- sizing information;
- quantity;
- custom specifications;
- shipping information;
- applicable shop policies; and
- this Press-On Returns & Refund Policy.
Customers are responsible for reviewing information they personally provide to Ishi Nail Lab before the order is confirmed.
If you are unsure about sizing, design specifications, or which press-on option is appropriate, please contact Ishi Nail Lab before placing the order.
24. Consumer Rights
This policy is intended to operate consistently with applicable Philippine consumer and e-commerce laws.
Nothing in this policy is intended to waive, exclude, or limit a consumer right, warranty, remedy, or protection that cannot legally be waived, excluded, or limited.
Where applicable law provides a remedy that differs from the treatment described in this policy, the applicable law will prevail.
25. Complaints & Redress
Ishi Nail Lab aims to provide an accessible and reasonable process for customers to raise concerns about their orders.
Customers should first contact:
Ishi Nail Lab Returns & Customer Care
Email: [email protected]
Phone: +63 949 624 0447
We will review the information provided and communicate the appropriate next step.
Where a matter cannot be resolved directly, the customer retains any applicable rights to seek assistance or pursue remedies through the appropriate government or legal channels.
26. Policy Updates
Ishi Nail Lab may update this policy from time to time to reflect:
- changes to products;
- changes to shop operations;
- improvements to customer experience;
- changes to ordering or fulfilment procedures;
- changes to payment or delivery processes;
- changes in applicable requirements; or
- other legitimate business needs.
The version applicable to an order will generally be the version in effect when the order was placed, unless otherwise required by law or agreed with the customer.
26. Policy Updates
Ishi Nail Lab may update this policy from time to time to reflect:
- changes to products;
- changes to shop operations;
- improvements to customer experience;
- changes to ordering or fulfilment procedures;
- changes to payment or delivery processes;
- changes in applicable requirements; or
- other legitimate business needs.
The version applicable to an order will generally be the version in effect when the order was placed, unless otherwise required by law or agreed with the customer.
Before You Order
Before completing your purchase, please make sure that you have:
- selected the correct product;
- reviewed the design and colour;
- selected the desired shape and length;
- reviewed your sizing information;
- checked the quantity;
- reviewed your custom specifications, where applicable;
- provided accurate information where required;
- reviewed the applicable product information;
- reviewed this Press-On Returns & Refund Policy; and
- understood that custom press-on products are generally not eligible for change-of-mind returns or exchanges.
If you are unsure about sizing or custom specifications, please contact Ishi Nail Lab before placing your order.