At Nesté, we stand behind our products and want you to be completely satisfied with your purchase. If something is not right, we’re here to help.

Please read this policy carefully before initiating a return. Your statutory rights as a consumer under Dutch and EU law are always protected.

 

Return window:  30 days from date of receipt EU right of withdrawal:  14 days from date of receipt (no reason required) Return shipping costs:  Customer’s responsibility (except for defective/incorrect items) Refund processing time:  Within 14 days of receiving your return Contact:  support@nestesleep.com

 

1. Our Returns Policy

You may return most items within 30 days of receiving your order, provided the conditions in Section 2 are met.

In addition to our general returns policy, EU consumers have a statutory right of withdrawal within 14 calendar days of receipt, with no reason required. See Section 3 for full details.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

1.      The item must be returned in its original condition — unused, unwashed, and undamaged.

2.     All original packaging, labels, and components must be included.

3.     Items showing signs of use, wear, or damage caused by the customer are not eligible for return.

4.     For hygiene-sensitive products, items must not have been used or unsealed (where applicable).

5.     The return must be initiated within 30 days of the date you received your order.

 

Please note: Nesté reserves the right to refuse a return or reduce the refund amount if items are returned in a condition that suggests use or damage beyond normal inspection.

3. EU Right of Withdrawal

If you are a consumer based in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason. This right is granted under the EU Consumer Rights Directive.

To exercise this right, you must notify us within the 14-day period by sending a clear statement to support@nestesleep.com including your order number and your intention to withdraw. You do not need to provide a reason.

You must then return the goods to us without undue delay, and in any event no later than 14 days after notifying us of your withdrawal.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

–       Items that have been used, washed, or are not in their original condition

–       Items returned without original packaging where this affects resale value

–       Sealed goods that have been unsealed after delivery and cannot be returned for hygiene reasons (where applicable)

Refund Upon Withdrawal

Upon valid withdrawal, we will refund all payments received from you, including standard delivery costs (but not any additional costs if you chose a non-standard delivery option), within 14 days of receiving the returned goods or confirmation of return. Refunds will be issued using the same payment method used for the original transaction.

Return shipping costs are your responsibility unless the item is defective or the return is due to our error.

4. Defective or Incorrect Items

If you receive a product that is defective, damaged in transit, or does not match your order, please contact us at support@nestesleep.com within 30 days of receipt.

Please include the following in your message:

–       Your order number

–       A description of the issue

–       Clear photographs of the defect or incorrect item

For defective or incorrect items, we will cover the cost of return shipping and offer you one of the following remedies at our discretion:

–       A free replacement

–       A repair (where applicable)

–       A full refund

Your statutory rights under Dutch and EU consumer law are not limited by this policy.

5. How to Initiate a Return

To start the return process, please follow these steps:

6.     Email us at support@nestesleep.com with the subject line “Return Request — [Your Order Number]”.

7.      Include the following information in your email:

–       Your full name

–       Your order number

–       The item(s) you wish to return

–       The reason for your return

–       Photos, if the item is defective or damaged

8.     Our team will review your request and respond within 2 business days with the return address and further instructions.

9.     Pack the item(s) securely in appropriate packaging and send to the address we provide. Please do not return items to any other address without prior confirmation from us.

10.  Once we receive and inspect the return, we will process your refund or replacement within 14 working days.

 

Important: Do not send returns to any address without first receiving written confirmation from our team. We cannot accept responsibility for returns sent to an incorrect address.

6. Return Shipping Costs

The cost of returning items is the customer’s responsibility, except in the following circumstances:

–       The item received is defective or damaged

–       The item received is incorrect (not what you ordered)

–       The return is the result of an error on our part

In these cases, Nesté will cover the return shipping costs and provide you with a prepaid return label or reimburse reasonable return shipping costs upon receipt of evidence.

We recommend using a tracked shipping service for returns, as we cannot be held responsible for parcels lost in transit on their way back to us.

7. Refunds

Once your return has been received and inspected, we will notify you by email. If your return is approved, your refund will be processed to the original payment method within 14 days.

Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed on our end.

If your return does not meet the conditions set out in this policy, we will notify you and may return the item to you at your expense.

8. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible at support@nestesleep.com. We process orders quickly and cannot guarantee cancellation once an order has been dispatched.

If your order has already been dispatched, you will need to wait for delivery and then initiate a return in accordance with this policy. We will refund the full order value (excluding return shipping) once the item is received back in its original condition.

9. Contact Us

If you have any questions about our Refund & Returns Policy or would like to initiate a return, please get in touch:

Email: support@nestesleep.com

Website: nestesleep.com

We aim to respond to all return-related enquiries within 2 business days.