Last updated: August 9, 2026
This policy applies to services booked and products purchased through this website. It supplements the Terms & Conditions; in case of doubt, the interpretation most favorable to the customer prevails under Mexico's Federal Consumer Protection Law.
You can cancel or reschedule your appointment up to 24 hours before the scheduled time. In that case the refund is automatic and in full, and is issued through Stripe to the payment method you used.
Cancellations requested less than 24 hours in advance, as well as missed appointments (no-shows), are not refunded automatically. Each case is reviewed individually: write to us at contacto@nagelstudio.mx and tell us what happened.
If we are the ones who cancel or are unable to provide the service (for example, due to force majeure or an area we do not cover), we will refund the full amount or reschedule your appointment, whichever you prefer.
If the result of a service does not match what was agreed, let us know within 7 days after the appointment, with photos if possible, by writing to contacto@nagelstudio.mx. We will review your case and, where appropriate, redo or correct the service or refund the relevant portion.
You may return a product within 30 calendar days of receiving your order, provided it is new, unopened, unused and in its original packaging with all seals intact.
For hygiene and safety reasons, we do not accept returns of opened or used products, or products with a broken seal, unless they are defective. Packs must be returned complete: it is not possible to return only part of a pack.
To start a return, write to contacto@nagelstudio.mx with your order number and the reason. You can drop the product off at a drop-off point or send it to us by mail; we will tell you the available options and the instructions when we confirm your request.
You can also ask to exchange the product for another one (or another variant of the same product) within the same 30-day period and under the same conditions, subject to availability. Let us know when you start your request.
If you receive a defective product, one damaged in transit, or one different from what you ordered, let us know within 30 calendar days of receiving it, with photos of the product and the packaging. In that case we cover the return shipping costs and offer you, at your choice, a replacement or a full refund, including the shipping cost you paid.
For returns made at the customer's discretion (no defect), the cost of shipping the product back is borne by the customer, and the original shipping cost of the order is non-refundable. We do not charge any restocking fee on returns.
Shop orders that have not yet shipped can be cancelled by writing to contacto@nagelstudio.mx; in that case the refund is in full.
Refunds are issued through Stripe to the payment method used for the booking or the purchase. For a returned product, we first receive and inspect it and confirm the approval of your return by email.
Refunds for products are issued within 7 calendar days after we receive and inspect the returned product (or after the order is cancelled). How long it takes to appear on your statement depends on your bank and is usually 5 to 10 business days.
For any question about this policy, write to us at contacto@nagelstudio.mx. If a dispute is not resolved directly with Nagel Studio, you may go to PROFECO.