Order Cancellation, Returns & Refund Policy

Thank you for shopping with us. We aim to provide a smooth and transparent after-sales experience. Please read the following policy carefully before submitting any request.

Order Cancellation Before Shipment

If you decide to cancel your order for any reason before it has been processed and shipped, we fully understand and will gladly assist you.

In such cases, a full refund will be issued unconditionally.

Returns and Exchanges Within the Authorized Period

You may request a return or exchange within 30 days of purchase for home products purchased through our platform, provided that all return conditions are met.

Product Defects or Order Errors

If you receive a product that is:

• Damaged (e.g., cracked wooden parts affecting usability), or

• Incorrect due to our error (wrong model, color, or size),

you are eligible to request a full refund, partial refund, or replacement, depending on the situation.

Return and Exchange Requirements

To ensure a smooth return process, please make sure:

• Products are brand new, unused, and undamaged

• No signs of wear, stains, or alterations are present

• Original packaging is kept whenever possible (recommended for protection during transit)

• If original packaging is unavailable, the customer must ensure proper protective packaging

• All accessories, manuals, warranty cards, and related items are included

• Product tags remain intact and are not removed or damaged

Return & Refund Procedure

1. Submit a Request

You may contact us via email or phone:

• Please include your order number (required)

• Clearly describe the reason for your request (e.g., dissatisfaction with design, mismatch with interior style, quality concerns, etc.)

Providing detailed information helps us process your request more efficiently.

2. Verification Process

Our support and verification team will review your request by:

• Confirming order authenticity through system and payment records

• Checking whether the purchase falls within the eligible return period

• Evaluating product condition and eligibility

3. Return of Product (If Approved)

Once approved, we will provide return instructions via email or phone.

Please ensure:

• The product is securely packaged with protective materials

• A return/exchange form is included (order number, product details, reason for return)

• A trackable shipping method is used

Each package includes a return label. Please use it when available. If it is missing or unusable, contact customer service for assistance.

4. Inspection & Refund Processing

After receiving the returned product, we will inspect it to confirm compliance with the policy.

If approved, the refund will be issued to the original payment method.

Refund Method & Timeframe

• Processing time: within 5 business days after approval

• Refund method: original payment method for security and traceability

Cost Policy

• Customer-initiated returns: shipping costs are borne by the customer (trackable shipping recommended)

• Company error or product defect: we cover all return shipping costs and provide a full refund or replacement

• Customer-caused damage or non-compliance: returns/exchanges may be declined if the product is damaged, incomplete, or not in resale condition

Contact Information

If you need assistance, please feel free to contact our customer service team.

Phone: +1 (209) 265-2492
Email: solutions@nestlumee.com
Address: 3641 CLAYTON ROAD 4, CONCORD, CA 94521, United States
Business Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (EST Time)