Refund policy
**Nesteryhome After-Sales Service & Logistics Guarantee Policy**
Last Updated: May 26, 2025
At Nesteryhome, we firmly believe that your satisfaction is the foundation of our success. We not only stand behind the quality of our products but are also committed to providing you with a worry-free shopping experience. To this end, we have established the following comprehensive guarantee policy.
### 1. Worry-Free After-Sales: 15-Day Unconditional Return & Exchange Policy
We promise that within 15 calendar days of receiving your product, you are eligible for an unconditional return or exchange.
**Scope of Application:**
- You are unsatisfied with the product’s style, color, or size.
- The product has any minor defect or quality issue.
- You simply changed your mind.
**Conditions:**
- The product must be in new, unused, and undamaged condition.
- All original packaging, labels, manuals, and accessories must be complete and intact.
- Customized products (e.g., carpets or curtains tailored to specific dimensions) are not eligible for unconditional returns but are still covered by our quality guarantee.
**Process:**
1. **Contact Customer Service:** Reach out to our after-sales team via the online on our official website or service email, providing your order number and reason for return/exchange.
2. **Obtain Authorization:** We will generate a unique Return Merchandise Authorization (RMA) number and provide the return address (usually our central warehouse in Germany).
3. **Return the Product:** Pack the product securely (preferably in its original packaging), mark the outer box with the RMA number, and ship it via a reliable logistics provider.
4. **Refund/Exchange:** Upon receiving and inspecting the product, we will process your refund (to the original payment method) or arrange an exchange within 3 business days. Exchanges will enjoy free re-delivery.
**Cost Responsibility:**
- Returns due to product quality issues or our errors: We cover return shipping costs.
- Returns due to customer preferences (e.g., change of mind): The customer is responsible for return shipping costs.
### 2. Long-Term Quality Assurance: Product Warranty
In addition to the return and exchange policy, all Nesteryhome products come with a minimum 1-year manufacturer’s warranty (longer for some products; please check the specific product page). The warranty covers defects in materials and workmanship. For warranty claims, contact our after-sales team, and we will provide solutions such as repair, replacement, or discounted refunds.
### 3. Efficient Logistics: U.S. Shipping, Nationwide Delivery
- **Warehousing & Shipping:** All orders are shipped directly from our modern central warehouse in the U.S., ensuring accurate inventory and fresh product condition.
- **Delivery Speed:** We partner with leading U.S. logistics providers (e.g., DHL, UPS,USPS) to guarantee efficient delivery.
- **Target Shipping Time:** For in-stock products, we promise to dispatch within 48 hours of order confirmation.
- **Delivery Time:** Most orders within the U.S. arrive within 3–7 business days, depending on the destination. Estimated delivery time can be viewed at checkout.
- **Order Tracking:** Once your order is shipped, you will receive an email with a tracking number to monitor your package’s location online.
- **Shipping Damage:** If the outer packaging shows obvious damage during transit, please notify the logistics personnel immediately upon delivery, take photos, and contact our customer service. We will coordinate with the logistics provider to resolve the issue promptly.
### 4. Customer Support
Our multilingual customer service team (supporting English, German, French, etc.) is always ready to assist you.
- Pre-Sales Inquiries: Monday–Friday, 9:00–18:00 (CET).
- After-Sales Support: Monday–Friday, 9:00–18:00 (CET).
- Contact Us: Reach out via the "Contact Us" form on our official website, online chat, or service email.
**Nesteryhome Commitment:** Our goal is not only to sell furniture but also to provide you with long-term peace of mind. Thank you for your trust.
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**Note:** The policy mentions returns to a German warehouse, but the logistics section states shipping from the U.S. This may require clarification based on actual business operations.