Return and Refund Policy

Last updated: September 15, 2026

Quick summary

  • Return period: request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
  • Return shipping: at your own cost, to our returns center in the United Kingdom — an international shipment. We don't provide return labels, free returns or exchanges.
  • Condition: unused, complete and undamaged, with all parts and accessories, in the original packaging. Every return is inspected before a refund is issued.
  • Refunds: to the original payment method within 7 business days of approval. Shipping Protection fees aren't refunded.
  • Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
  • Damaged, defective or incorrect items: report within 3 business days of delivery, with photos, and we'll send you a replacement free of charge. Minor cosmetic marks, color variation, dimensions and personal taste aren't defects (section 7).

1. Return period and condition of items

You can request a return within 30 days of the delivery date recorded by the carrier; we're unable to accept requests after 30 days. Your order number is your proof of purchase.

You may inspect an item as you would in a store. It needs to come back in the condition in which you received it:

  • Unused and, where applicable, unassembled, beyond inspecting it.
  • Complete and undamaged, with all parts, accessories, manuals and protective films, and free from marks, scratches or odors.
  • In the original, undamaged packaging, packed inside a shipping box (please don't stick the label directly on the product box).

Every return is inspected on arrival. If an item doesn't meet these conditions we'll let you know: depending on its condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined items can be sent back to you at your cost if you ask within 14 days.

2. How to start a return

  1. Email support@nestamora.com within 30 days of delivery with your order number, your contact details, the item(s) you're returning and the reason. Please wait for our instructions before shipping anything.
  2. We reply within one business day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns center in the United Kingdom. This address is only shared through this process — please don't send anything to the address on the shipping label or to any other address, as packages sent elsewhere can't be traced or refunded.
  3. Pack the item(s) securely in the original packaging, write your order number on the outside of the package and put a note with your order number inside. Only include the items we've approved.
  4. Ship the package within 14 days of receiving our approval, using a trackable service, and email us the tracking number.
  5. We inspect the return within 3 business days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Return shipping costs

  • Our returns center is in the United Kingdom and we don't operate a returns address in the United States, so every return is an international shipment: you arrange it with a carrier of your choice and pay the international tracked shipping cost, which isn't reimbursed. Please keep this in mind before requesting a return.
  • This applies to every return — a change of mind, a wrong variant or an item that turns out not to suit you. We don't offer free returns or prepaid return labels and we don't refund shipping costs. The only exception is a confirmed defect or an error on our side (section 6) where we ask you to send the item back.
  • Complete the customs form as "Returned goods – no commercial value". Packages that arrive with import duties, taxes or handling fees due are refused by the returns center and sent back to you, and can't be refunded.
  • Use a trackable service and keep your proof of shipment. The package remains your responsibility until it reaches our returns center; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

  • Once your return has been received and approved we issue the refund within 7 business days — and in any case within 14 days of receiving your return — to the payment method used for the original purchase. Card issuers and banks can take a further 5–10 business days to show the funds. We can't refund to a different card, account or person, and refunds are only issued after the item has been received and inspected.
  • The refund covers the price you paid for the returned item(s). Promotional discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the item. Return shipping costs aren't refunded, except where we've asked you to return a confirmed defective item (section 6).
  • If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
  • Items that aren't in their original condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
  • Refunds aren't issued as store credit unless you ask for it.

5. Canceling an order

Every confirmed order is transmitted automatically to our supplier's warehouse and enters processing within minutes. For that reason an order can only be canceled or changed within 5 minutes of being placed: email support@nestamora.com right away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're no longer able to stop, change or cancel the order — this also applies if you've changed your mind, found the item elsewhere or are worried about the delivery time. We'll send you our return instructions instead: you can return the item after delivery under this policy, at your own cost, to our returns center in the United Kingdom. Refusing the package at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 5).

6. Damaged, defective or incorrect items

Please check your order when it arrives. Every item is checked before it ships, but if something is wrong we'll make it right. Let us know within 3 business days of the delivery date recorded by the carrier, before using or assembling the item, and send us:

  • your order number;
  • clear photos: a close-up of the problem, the complete item, any product label and — for transit damage — the packaging with the shipping label. For moving parts, closures or electrical functions, a short video helps.

A defect or error on our side means: an item that doesn't work as intended on arrival, a broken or cracked part, a missing part or accessory, an item that differs from your order confirmation (wrong product, size, color or variant), or damage caused in transit. Minor cosmetic imperfections aren't defects (section 7).

We assess every claim within 2 business days against these criteria and the list in section 7. When a defect or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact item is no longer available, we'll send the same item in another color or a comparable item of equal value, in consultation with you. You don't need to return the defective item unless we ask you to.

Without photos we're unable to verify a claim. Issues reported after 3 business days, or after the item has been used or assembled, can't be accepted as a defect claim; the item can then be returned as a standard return under sections 1 to 3, at your cost.

7. What isn't a defect

Our products are produced in batches, with finishing partly done by hand. The characteristics below are a normal part of the product rather than defects. Items with these characteristics can be returned as a standard return (unused, at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a defective item:

  • Minor cosmetic marks, small scratches or slight unevenness in the finish within normal production tolerance, especially on hand-finished items.
  • Color or shade differences caused by screen settings, photo lighting or normal batch variation; minor differences in pattern placement, trim or accessories compared with the product photo.
  • Material, weight or texture that feels different from what you expected — the specifications are described on the product page.
  • Dimensions that differ by up to 1 inch (2–3 cm) from the product page, or between two units of the same item.
  • Items that look different in your space than in the styled product photos, or that require assembly as stated on the product page.
  • A "new product" smell from packaging, plastics or textiles that disappears after airing, and creases or folds from packaging on textile items.
  • Minor marks or dents on the outer packaging or product box when the item itself is undamaged.
  • The item doesn't fit your space or needs (section 8), you no longer need it, you ordered the wrong size, color or variant, or you found it cheaper elsewhere.
  • Damage that occurred after delivery: wear and tear, use contrary to the instructions, cleaning with unsuitable products, heat, moisture, alterations, repairs, pets or accidents.
  • Items with seals, tags or protective films removed or packaging that can no longer be reused.

If anything is unclear, please read the product description, dimensions and specifications before ordering, or ask us — we're happy to help you choose the right item before you buy.

8. Dimensions and specifications

Every product page lists dimensions, materials and other specifications. Please measure your space and check the specifications before ordering; if in doubt, ask us. Items can vary by up to 1 inch (2–3 cm) because of the production process. Because this information is available before purchase, an item that doesn't fit your space or expectations isn't a defect: you can return it at your cost under sections 1 to 3 and order the right variant.

9. Exchanges

We don't process exchanges. Returning the original under sections 1 to 3 and placing a new order is the surer route — stock can't be held while a return is in transit, so ordering the replacement now gets it to you faster.

10. What can't be returned

  • Hygiene-sensitive items (such as bedding, pillows, personal care items and cosmetics) once the seal is broken or the packaging opened.
  • Items made to your specification or personalized.
  • Gift cards.
  • Items marked "final sale" or "non-returnable" on the product page.
  • Items used, assembled, altered or damaged after delivery (section 1).

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of used items, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within one business day.
Email: support@nestamora.com