Refund policy

Order Cancellation Before Shipment
If you choose to cancel your order for any reason before it has been processed and shipped, we fully understand and will provide unconditional support. A full refund will be issued.

Returns and Exchanges Within the Authorized Period
You may request a return or exchange within 30 days of purchasing home products from our platform, provided that all return and exchange conditions are met.

Product Defects or Order Errors
If the received product is damaged (for example, cracked wooden parts that affect usability) or if we made an error in your order (such as sending the wrong model, color, or size), you may request a full or partial refund, or choose a replacement depending on the situation.

Return and Exchange Requirements
Products must be brand new, unused, and show no signs of wear, stains, or damage.
We recommend keeping the original packaging to help protect the product during return shipping. If the original packaging is not available, the customer must ensure proper protection of the product.
All accessories, user manuals, warranty cards, and related items must be returned.
Product tags must remain intact and must not be removed or damaged.

Procedure for Requesting a Refund or Exchange

Initial Request
By email: Please send an email including your order number (essential for identification) and clearly describe the reason for your request (e.g., dissatisfaction with design, mismatch with interior style, quality issues, etc.). A detailed explanation helps us process your request more efficiently.
By phone: You may also contact our customer service team by phone, and they will guide you through the process.

Verification Process
Our service and verification team will review your request submitted via email or phone. The review includes:
Confirming the authenticity of the order by comparing system records and payment data.
Checking the purchase date to ensure it falls within the return period.
Evaluating whether the product meets the return requirements (condition, actual defects, etc.).

Returning the Product (If Approved)
If your request is approved, we will notify you via email or phone and provide the return address. Please ensure the following:
Properly pack the product using protective materials to prevent damage during transit.
Include a return/exchange form with the order number, product details, and reason for the request.
Use a trackable shipping service to monitor the return status.
Each package includes a return label. Please use this label for returns or exchanges. If the label is lost or cannot be used, contact customer service for assistance.

Refund Processing
Once the returned product is received, our team will inspect it to verify compliance with the requirements. If approved, the refund will be issued using the original payment method.

Refund Method and Timeframe
Processing time: Refunds will be processed within 5 business days.
Refund method: Refunds will be issued via the original payment method to ensure security and traceability.

Cost Policy
Customer-initiated returns: Shipping costs are borne by the customer. We recommend using a trackable shipping service and keeping the receipt.
Store errors or manufacturing defects: We will cover all return and shipping costs and provide a full refund or free replacement. The return label included with the product will cover these costs when conditions are met.
Customer-caused damage or non-compliance: Returns or exchanges will not be accepted if the product is damaged by the customer, original packaging is missing, or the product does not meet resale conditions.

Contact Information
If you have any questions or need assistance, please contact our customer service team via email or phone.

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 to 12:30 and 14:00 to 18:00 (EST Time)