Customer Satisfaction Commitment
Crafted with Care. Resolved with Integrity.
At Phenomenail™, everything we create - from our product line and professional resources to our curated collections and tailored education packages - is built with purpose, precision, and a deep respect for the professionals we serve. As a brand founded by multi-award-winning educator and artist Lauren Mitchell, we hold ourselves to high standards. That includes how we treat you when things go wrong.
Whether you're a student, artist, or salon pro, we’re here to make things right - fairly, respectfully, and always with integrity.
Our Promise
If something isn’t quite right with your order, we will:
Listen first, without scripts or excuses
Understand the issue clearly
Work with you to offer a fair resolution
Your trust means everything - and we treat it with respect.
When We’ll Make It Right
If you’ve received:
A damaged or faulty item
The wrong product
Or there’s been a delivery issue
We’ll offer:
A replacement
A store credit
Or a refund, where appropriate
(We may ask for a clear photo to confirm the issue.)
Hygiene & Safety - What Can’t Be Returned
Certain items are non-returnable, including:
Opened or used products (due to hygiene regulations)
Digital content (downloads, streams)
Live or on-demand education
Partially used bundles or courses
These exclusions follow UK consumer law for health and intellectual property protection.
Discretionary Support
Even if a product isn’t technically returnable, we may still offer support where reasonable. Depending on the situation, we may provide:
A gesture of goodwill
Store credit toward a future order
Or another form of resolution
We always aim to be fair - and human.
How to Request a Resolution
Contact the support team within 14 days of receiving your order and include:
Your order number
A brief summary of the issue
A photo, if relevant
Please wait for confirmation before returning any items.
Goodwill only: This Customer Satisfaction Commitment is a courtesy. Remedies are offered in line with our Terms and Conditions, Returns Policy, Booking Policy, Shipping Policy, and Acceptable Use Policy. If there’s any conflict, those policies and others laid out under our binding legal policies prevail. This statement does not affect your statutory rights.
See the Privacy Policy for how to get in touch.