Return and Exchange Policy
This page explains the arrangements for after-sales service at the NestaroLiving (hereinafter referred to as “we,” “our,” or “us”) online store. This Return and Exchange Policy outlines the procedures and basic information users may refer to when applying for a return or exchange after receiving their order.
By completing an order on this website and continuing to use the services, users are generally considered to have understood the contents described on this page.
1. Return and Exchange Request Period
Users may submit a return or exchange request within 35 days after receiving the product.
The 35-day period is intended to provide users with sufficient time to check or experience the product after delivery, such as examining the product appearance, confirming the contents, or understanding the product’s condition during initial use. This reasonable time frame helps users report issues if they arise while also supporting the management of after-sales procedures.
Requests submitted after this period may not be eligible for the standard return or exchange process.
2. Situations Eligible for Return or Exchange
A return or exchange request may be submitted under the following circumstances:
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The product has appearance defects
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The product has quality issues or does not function properly
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The product has a strong odor or significant color difference
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The received product does not match the order information
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A no-reason return or exchange request may be submitted if the product remains in its original condition
When submitting a request, users are generally required to provide supporting materials to help verify the product condition and order record.
3. Return Procedure
If a user wishes to return a product, the following steps may be followed:
First, contact customer service via email or telephone to submit a return request. When submitting the request, it is recommended to provide the order number, payment confirmation, reason for return, and photos or videos that explain the issue.
After receiving the request, the customer service team will review the order records and evaluate the request. If the request meets the conditions, the result will usually be communicated through the user’s contact information, along with the return address.
After receiving the return address, the user should send the product back to the designated location and wait for it to be received.
Once the returned product arrives, we will inspect the product condition to confirm whether it matches the description provided in the request. If the product meets the return conditions, the order will typically enter the refund processing stage. For details about refund methods and processing time, please refer to the Refund Policy page.
4. Exchange Request Process
If a user wishes to exchange a product, the request may be submitted through customer service.
When submitting the request, the user should provide the order number, payment confirmation, reason for exchange, and supporting photos or videos describing the product condition.
After reviewing the request, the customer service team will notify the user of the result and provide the return address.
The user will then need to send the product back to the designated address. Once the returned product has been received and inspected, if the product condition matches the description provided, the replacement item will usually be arranged for shipment within 1–3 business days.
For more information regarding delivery time or shipping arrangements, please refer to the Shipping Policy page.
5. Refund Processing Method
Once a return request has been approved and enters the refund process, refunds are usually issued using the original payment method.
Refund Method
The refund amount will generally be returned to the payment card account used when placing the order, such as Visa or MasterCard.
Processing Time
Since different banking institutions may have different processing speeds, refund records are generally expected to appear in the account within 3–5 business days.
If the refund does not appear within this timeframe, users may contact customer service to check the refund status.
6. Responsibility for Shipping Costs
Shipping costs may vary depending on the reason for the return or exchange:
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If the return or exchange is due to appearance defects, quality issues, strong odor, significant color differences, or receiving an incorrect item, the return shipping cost will generally be covered by us.
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If the request is a no-reason return or exchange, the shipping cost for returning the product is generally borne by the user.
Specific cost arrangements will usually be confirmed based on the order situation.
7. Responsibility Notice
Return and exchange requests are generally reviewed based on order records, product condition, and the information provided by the user. If the product condition changes during return shipping due to improper packaging or other reasons, this may affect the review result of the request.
Submitting a return or exchange request and entering the after-sales process generally indicates acceptance of the procedures described in this policy.
8. Contact Information
If you need assistance regarding return or exchange requests or after-sales service for your order, you may contact us through the following methods:
Address:
49 BAYLOR HILL RD, SPENCER, WV, 25259, US
Customer Service Phone:
+1 (681) 510-8534
Customer Service Email:
smoothhelp@nestaroliving.com
Service Hours:
Monday to Friday
9:00–12:00 and 14:00–18:30 (U.S. Time)
This page explains the after-sales service procedures related to orders on the website.