Fix Policy

At Lush Nail Lounge, we take pride in our work and want every client to be satisfied with their service. If you experience a concern with your nails or eyelash extensions, please contact us promptly so we have an opportunity to review and address the issue.

Nail Fixes

To be considered for a complimentary nail fix:

The concern must be reported within 5 days of the original service.
The approved fix must be completed within 7 days of the original service.
The fix must be scheduled with the same technician who performed the original service.
Clients may be asked to provide photos of the affected nails when reporting the concern.
Complimentary fixes apply only to issues determined to be related to the original service or application.

Examples of concerns that may qualify include premature lifting, peeling, chipping, or breakage when determined to be related to the original service.

Damage caused by accidents, misuse, picking, biting, improper care, excessive force, or normal wear and tear is not covered and may be repaired for an additional charge.

Changes in color, shape, length, design, or personal preference after the service has been completed are not considered fixes and will be charged accordingly.

Regular Nail Polish

Regular nail polish is not covered under our complimentary fix policy. Regular polish requires time to fully dry and can be smudged, dented, chipped, scratched, or otherwise damaged after your service. If regular nail polish needs to be repaired or reapplied due to an accident, smudging, chipping, or other damage after the service, the repair or re-polish will be subject to an additional charge.

Eyelash Extension Fixes

To be considered for a complimentary eyelash extension fix:

The concern must be reported within 5 days of the original service.
The approved fix must be completed within 7 days of the original service.
The fix must be performed by the same lash technician who provided the original service.
Clients may be asked to provide photos of their lashes when reporting a retention concern.

Complimentary lash fixes are intended for unusual or excessive lash loss or retention issues that management determines may be related to the original application.

Some lash shedding is completely normal because natural eyelashes continuously move through their natural growth and shedding cycle. Lash retention can also vary from person to person.

Retention may be affected by factors including aftercare, oil-based products, rubbing or pulling the lashes, sleeping habits, excessive heat or moisture, natural lash shedding, skincare products, makeup, or other circumstances outside of the technician's control. Issues resulting from these factors may not qualify for a complimentary fix.

Requests to change the style, length, curl, fullness, or overall look because of personal preference are not considered fixes and may be subject to an additional charge.

A complimentary lash fix cannot be used to extend the normal period between fills or as a replacement for a regularly scheduled lash fill.

Additional Fix Policy Terms

Original Service Only: A complimentary fix is limited to correcting the original service. Additional services, upgrades, color changes, designs, length changes, or other modifications requested during the fix appointment may result in additional charges.

Outside Work: We cannot guarantee or provide complimentary fixes for work that has been altered, repaired, removed, filled, or otherwise serviced by another salon, technician, or the client after the original appointment.

Aftercare: Clients are responsible for following the recommended aftercare instructions. Issues caused by improper aftercare may not qualify for a complimentary fix.

Missed Fix Appointments: Because all approved fixes must be completed within 7 days of the original service, clients are responsible for being available within the required timeframe. A missed, cancelled, or rescheduled fix appointment that falls outside of the 7-day period may no longer qualify for a complimentary fix.

Repeated Fix Requests: Repeated or excessive fix requests may be reviewed by management. If management determines that the issue is related to lifestyle, aftercare, normal wear, or another factor outside of the salon's control, future repairs may be subject to a charge.

Management Discretion

All complimentary fix requests are subject to management review and approval. Management reserves the right to decline a complimentary fix when the concern is determined to result from normal wear and tear, accidental damage, improper aftercare, misuse, personal preference, outside work, or circumstances unrelated to the quality of the original service. Complimentary fixes are provided at management's discretion.

By receiving services at Lush Nail Lounge, clients acknowledge and agree to our fix policy.

Fix Request Instructions

To request a fix, please email service@lushnailsma.com or call the salon directly.

If contacting us by email, please include your full name, phone number, service performed, date of your appointment, and a brief description of the issue and what you believe requires a fix. When applicable, please include clear photos of the affected nails, lashes, or service area so we can better assess the concern.

Once your request has been reviewed and approved, we will provide available dates and times for you to return to the salon and have the fix completed.

Thank you for your understanding and for choosing Lush Nail Lounge.