Refund policy

We want every Nestria order to be exactly what you hoped for. If something isn't right, we're here to help.

Your right to return (30 days)

You can return most items within 30 days of receiving your order, whether or not they are faulty. This is more generous than your statutory 14-day cancellation right under the Consumer Contracts Regulations 2013 — which also applies in full.

How to start a return

To begin a return, email us at returns@nestrialiving.com with:

Your order number
The item(s) you wish to return
The reason for your return

We will reply with return instructions and the correct return address. Please do not send items back without contacting us first, as we may not be able to process returns sent without prior authorisation.

Condition of returned items

For change-of-mind returns, items must be returned in their original, unused condition and, where possible, in their original packaging. Items returned in a damaged or used condition (where the damage was not present on arrival) may not be eligible for a full refund.

Return postage — change of mind

For change-of-mind or unwanted returns, the cost of return postage is the customer's responsibility.

Return postage — faulty, damaged or incorrect items

If your item arrives damaged, faulty or is not what you ordered, please contact us at returns@nestrialiving.com. We will assess each case and reimburse reasonable return postage costs for items confirmed as faulty, damaged or incorrect.

Refunds

Once we receive and inspect your returned item, we will process your refund within 7 working days.

Refunds will be made to your original payment method. We will email you to confirm when your refund has been processed.

Your original standard delivery charge will be included in your refund for eligible returns.

We do not charge restocking fees.

Your statutory rights

Your statutory rights under UK law are not affected by this policy.

Under the Consumer Contracts Regulations 2013: you have the right to cancel your order within 14 days of receiving it, without giving a reason. We extend this to 30 days as a commercial decision.

Under the Consumer Rights Act 2015: if an item arrives damaged or develops a fault within 30 days of delivery, you are entitled to a full refund. Between 30 days and six months, you retain the right to a repair or replacement (or a refund if those are not possible). We will always handle these cases fairly and in accordance with the law.