AFTER SALES SERVICE

At Vixen we are committed to provide you with the best quality in products and service. We want you to be 100% happy with your purchase so please check your invoice, packaging and purchased items to make sure they are in perfect condition on arrival. If your item is damaged on arrival please take a photo of the damaged goods as evidence.

The customer needs to confirm any product issues to Vixen within 3 days of receiving your purchased items before sending back any defective goods. 

Vixen will not accept exchanges or returns once shipped unless the goods arrive in a defective condition. 

We manually manufacture and package most of our items spending large amounts of time on handling. If an error does occur please contact us immediately to rectify any mistakes.

Vixen ultimately serves the ‘Professional Nail Technician’. It will be assumed that customers purchasing products from our shop or online are educated in nail technology. However we will not be liable for any damages as a result of products that are incorrectly used or without any formal nail training. 

PRICES

Product prices at VIXEN are set out on our website and may be updated from time to time. All prices are in Australian dollars for International buyers please check your exchange rate at time of purchase. 

NEW CUSTOMERS

For new customers that place a substantial first order we will require proof of identification to ensure the order has been properly paid for and by whom so it is sent to the correct person/address.

Unfortunately in this day of ‘fraudulent online orders’ we like to ensure your identity and rights are protected. We will cancel orders that do not comply with this request. 

To process your order Vixen requires payment in full; once we have confirmed your order you are bound by the order unless the product is not in stock.

All items are inclusive of Australian GST (Goods & Services Tax). During checkout the total portion of GST paid will appear on your invoice. A copy of your invoice with will be sent to you with your order. 

DELIVERY

Delivery prices are set out on our website and may be updated from time to time. Every effort will be taken to keep postage costs at a minimum, using prepaid satchels from Australia Post or our designated courier service your order will be dispatched within 2-3 workings day after confirmation or on a later date nominated by you to the address nominated by you. You must enter the correct delivery address details at the time of purchase. If you enter the wrong address we will re-send the product to the correct address at your expense.

If a product is not in stock we will inform you of the expected delivery time, based on information provided to us by our suppliers. While we can’t guarantee the delivery dates advised by our suppliers, we will advise you of any delays.

In most cases items are posted via Australia’s Registered Post, which gives you:

  • proof that the article was sent (when lodged at the post office counter)
  • proof that the article was received – a signature is obtained on delivery
  • a unique identification number for every article

If a product is lost or damaged in transit our insurance will cover the cost to replace your products.
Late delivery does not entitle you to cancel your order once the order is confirmed and in transit.
We are not responsible for any loss or damage to products after delivery has taken place.  

WHERE PRODUCTS ARE NOT AVAILABLE

There may be unforeseen circumstances under which it is not possible for us to supply a product at all. If this occurs, it may be necessary for us to cancel orders for that product. We will refund or cancel your payment, but we can’t accept liability for any other loss or damage arising as a result.

WARRANTY AND RETURNS POLICY

Except where required by law, you must return damaged goods within 14 days of receipt. If you receive a damaged or faulty product, you must notify us via email or phone WITHIN 3 DAYS of receiving your goods. You will be given instructions for returning the product and receive a refund or replacement. You must return the product in its original packing material and it must be in its original condition. When we receive the product and the conditions of the returns policy have been met, you will receive a full refund or a replacement (at our cost). Refunds will be applied to the account you paid us from.

Please choose your products carefully as we cannot refund or exchange products that you have ordered incorrectly. This is entirely due to the nature of the products.
Your use of our website or your purchase of a product using our website will be taken to indicate your consent to our collection use and disclosure of your personal information for our marketing purposes only. If there is a problem with your order or you are not completely satisfied with your purchase, you may return it for a full refund, a credit on your account or an exchange for another item of the same price. We will do whatever it takes to make it right.

Please note: Shortage, discrepancy or damage in a shipment must be reported within 3 business days. Please do not discard any boxes or wrapping supplies until the issue is resolved.
To ensure full credit, please keep in mind these important points when returning an item:

  • It is the customer’s responsibility to properly re-pack, ship and insure the contents of all returned packages using a traceable shipping method.
  • All returns must be authorised to be returned with a return authorisation number acquired firstly from Vixen Nails Pty Ltd.
  • Write the Return Authorisation Number on the outside of the box with a copy of the original packing slip which should be packed inside the box.
  • All returns will be inspected and must be 100% complete.
  • Products are sold for Professional Use Only. We reserve the right to verify and ask for proof of your current professional license such as salon owner, cosmetology, nail technician, instructor or student. Any false statement will void your rights for return or claims.
  • No returns can be made on clearance sale items and special/custom orders; these are considered final sales.
  • Credit will always be issued to the same credit card to which they were charged.

DISCLAIMER

The information contained on our website is provided by us in good faith. Every effort has been made to ensure accuracy and to the best of our knowledge, the information is accurate and current. However, we and our associates don’t make any representation or warranty as to the accuracy or completeness of the information, we don’t guarantee that our website is free from errors or faults, and we won’t be liable for any such inaccuracies, errors or faults. 

Shop 17, 12 – 18 Bayview Street, Runaway Bay, QLD 4216

07 5537 8498