Returns & Refunds

At Nestly, we want you to feel confident when shopping with us. If you change your mind or experience an issue with your order, please review our Returns & Refunds Policy below.

14-Day Return Period

If you are a consumer, you may request to cancel or return an eligible purchase within 14 days of receiving your order, subject to applicable consumer law and the exceptions described below.

To request a return, please contact us at britoraes@proton.me within the applicable return period.

Please include your order number, the email address used to place the order, the item you wish to return, and the reason for your request.

Return Conditions

Where applicable, returned products should be handled with reasonable care and returned with their original accessories, manuals, components, and packaging where reasonably possible.

You may inspect an item as you would reasonably be able to do in a physical shop. If an item has been handled beyond what is necessary to establish its nature, characteristics, and functionality, we may be entitled to make an appropriate deduction from the refund where permitted by law.

How to Request a Return

Before sending an item back, please contact our Customer Care team:

Email: britoraes@proton.me
Phone: +44 7745 614573

Once your return request has been reviewed, we will provide you with the appropriate return instructions and, where applicable, the return address.

Please do not send a return to our business address unless our Customer Care team has specifically instructed you to do so. The correct return location may vary depending on the product and fulfilment location.

Change-of-Mind Returns

For eligible change-of-mind returns, the customer may be responsible for the direct cost of returning the item unless we state otherwise or applicable law requires us to cover the cost.

We recommend using a trackable shipping service and retaining proof of postage until your return has been completed.

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Please provide your order number, a description of the problem, and clear photographs or other relevant evidence where appropriate.

Once the issue has been reviewed, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, repair, refund, or other appropriate solution.

Where an item is faulty, damaged, or incorrect due to our error, we will provide appropriate return instructions and will not require you to bear return costs where the law requires us to cover them.

Electronic Products

For 3C Electronics and other electronic products, please return all accessories, cables, manuals, and other components originally supplied with the product where applicable.

Before returning a device, customers should remove personal accounts, passwords, stored information, and personal data from the device where reasonably possible.

Nothing in this policy limits your statutory rights where an electronic product is faulty, not as described, or otherwise fails to conform to applicable consumer law.

Non-Returnable Items and Exceptions

Certain products may be excluded from change-of-mind returns where permitted by law. These may include:

Sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed.
Products made to your specifications or clearly personalised for you.
Goods that are liable to deteriorate or expire rapidly.
Other products that are legally exempt from cancellation rights.

These exclusions do not remove any statutory rights you may have if an item is faulty, damaged, misdescribed, or otherwise does not conform to the contract.

Refunds

Once a return has been received and, where appropriate, inspected, we will process any refund that is due.

Approved refunds will normally be issued to the original payment method used for the purchase unless otherwise agreed or required by law.

Where statutory cancellation rights apply, refunds will be made within the timeframe required by applicable law.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. Processing times vary between payment providers and are outside our control.

Original Delivery Charges

Where applicable consumer cancellation rights require us to refund the original standard delivery charge, we will do so in accordance with applicable law.

If you selected a more expensive delivery method than our standard delivery option, any additional delivery cost may not be refundable where permitted by law.

Exchanges

If you would like a different item, colour, size, or version, please contact our Customer Care team. Exchange availability depends on stock availability and the circumstances of the return.

In some cases, the simplest option may be to return the eligible item for a refund and place a new order separately.

Missing Refunds

If you have received confirmation that a refund has been issued but have not yet received the funds, please first check with your bank, card issuer, or payment provider.

If the expected processing period has passed and you still cannot locate your refund, please contact us with your order number.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict, or limit any rights or remedies that cannot lawfully be excluded under applicable consumer protection law.