At Viraa Professional, customer satisfaction is very important to us. We aim to provide premium-quality nail products while maintaining strict hygiene and safety standards.

Damaged or broken items

Refunds and replacements are provided only where an item is received broken or damaged in transit. To claim, you must:

• Record a single continuous unboxing video that begins with the parcel still sealed and clearly shows the damage as the parcel is opened; and
• Email that video to info@viraaprofessional.com, quoting your order number, within one hour of delivery.

We ask for this because damage claims are raised with our shipping partner against their delivery record, and the courier will not accept a claim without footage showing the sealed parcel being opened. It is the only way to establish that an item left us intact and arrived broken.

If a video is not received within one hour of delivery, we are unable to accept responsibility for transit damage and the claim cannot be raised with the courier. We strongly recommend filming every parcel as you open it.

Hygiene and opened products

Due to the nature of beauty and nail care products, opened, used or tested items are not eligible for return or exchange. Any item returned must be unused, unopened and in its original packaging.

Incorrect or incomplete orders

If you receive an incorrect or incomplete order, contact us with your order number and clear photographs within 48 hours of delivery and we will put it right.

Refunds

Once a claim is approved, the refund is processed to the original payment method. Bank processing timelines then apply, which is typically a few business days.