Return and Refund Policy
At nestloy, we want you to love your new plants and home decor products. We strive to provide detailed descriptions and high-quality images so you can make the best choice. However, we understand that sometimes a product might not meet your expectations. This policy outlines how we handle returns and refunds.
1. Return Eligibility
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following strict criteria:
Condition: In the same condition as you received it—unused, undamaged, and in its original state.
Seals & Tags: All original tags and protective materials must be intact.
Packaging: Must be in the original packaging, including all internal protective materials, instruction manuals, and branded boxes.
Proof: A receipt or proof of purchase is required.
Note: Due to the perishable nature of live plants and the fragility of home decor, items that have been repotted, altered, or show signs of use will strictly not be accepted for return.
2. How to Initiate a Return
To start a return, please contact our support team at service@nestloy.com or call us at +852 3583 2318.
The Process:
Email us with your order number and the reason for the return.
If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and instructions on how and where to send your package.
Important: Items sent back to us without first requesting a return will strictly not be accepted.
3. Damages & Manufacturing Defects
Please inspect your order immediately upon delivery.
Shipping Damage: If the package arrives visibly damaged, please take photos before opening it.
Quality Issues: If the item is defective (e.g., manufacturing flaws, damaged planters) or you received the wrong item, contact us immediately at service@nestloy.com so we can evaluate the issue and make it right.
4. Exceptions / Non-Returnable Items
Certain items are exempt from returns:
Live Plants & Altered Items: Any live plant that has been repotted, trimmed, or improperly cared for after delivery.
Custom Orders: Personalized or custom-made products.
Final Sale: Items marked as "Clearance" or "Final Sale."
Used Items: Any decor product that has been used, assembled, or shows signs of handling.
5. Exchanges
The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
6. European Union – 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unused condition and packaging.
7. Refunds
We will notify you once we’ve received and inspected your return.
Approval: If approved, you’ll be automatically refunded on your original payment method.
Timing: Please allow 5–10 business days for the refund to process.
Bank Processing: Please remember it can take some time for your bank or credit card company to post the refund.
If more than 15 business days have passed since we approved your return, please contact us at service@nestloy.com.
8. Return Address
Address: Unit B, 8/F., Union Building, 112 How Ming Street, Kwun Tong, Hong Kong
Company Name: NC Gardens Limited
E-mail: service@nestloy.com
Phone: +852 3583 2318