Return & Refund Guidelines

Our Commitment to Quality & Your Consumer Rights

At Nestlyrao.com, we strive to deliver high-quality products and professional services to every workspace. If your order does not meet expectations due to transit damage or manufacturing defects, we are dedicated to resolving the issue promptly.

Nothing in our return and refund policies affects your rights under the Australian Consumer Law (ACL).

• For Major Failures: In accordance with your local consumer rights, for any purchase identified with a major failure, we offer a full refund or a replacement (subject to availability). Alternatively, you may choose to keep the product and receive fair compensation for the decrease in its functional or aesthetic value.

• For Minor Failures: If the issue is considered a minor failure, we provide a professional repair, a replacement of the specific part, or a partial refund for the loss in value, executed within a reasonable timeframe.

Please contact our dedicated customer support team with your order details and supporting documentation for any product concerns. We are committed to ensuring your professional environment is furnished to the highest standards, regardless of your location.

Ⅰ.Return Window & Inspection Guidelines

The return window is 60 days for each delivered item, based on the delivery date provided by the carrier's official tracking information. Any requests submitted beyond this timeframe will not be accepted.

The 60-day return window allows you to request a return, exchange, or refund for eligible reasons within that timeframe. To ensure a timely resolution, we highly recommend that any product defects or damages be reported within 7 days of delivery.

Ⅱ.Refusal and Damaged Packaging Guidelines

1. Damaged Packaging but Intact Product: If the outer box is damaged but the product has no scratches or functional issues, do not refuse the package. Sign for it first, take photos of the damaged packaging, and contact customer service for record (refusal may result in the customer bearing return shipping fees).
2. Consequences of Unauthorized Refusal: Refusing the package without contacting customer service first means the customer will bear return shipping fees and may affect subsequent refund/exchange eligibility.
3. Relationship Between Packaging and Product: Damaged outer packaging does not mean the product is damaged. It is recommended to unpack and inspect the product after signing; if issues are found, follow the quality-related issue process.

Ⅲ.If product issues arise due to our reasons, you may apply for a refund, exchange, or replacement parts, as detailed below:

Applicable Scenarios:

• The product has significant quality defects (e.g., structural damage, functional failure).
• The received product does not match the order (wrong item shipped, missing accessories).
• Product damage caused during transportation.

Handling Rules (based on damage severity):

If damage is confirmed, we will assess the severity and provide an appropriate solution:

• Minor Damage: For issues that do not affect functionality (e.g., small scratches), a partial refund of 2%-10% will be offered to resolve the matter efficiently, as full returns for cosmetic issues may incur high environmental and logistics costs.
• Severe Damage (unusable, e.g., cracks, large-area damage): You may choose “full refund”, “free exchange”, or “keep the product and receive 50% of the order amount as compensation”.
• Wrong/Missing Items: The correct product or missing accessories will be re-shipped for free, with no costs borne by the customer.

Ⅳ.Non-Quality Issues: Exchange Rules (Customer Reasons)

To apply for an exchange due to personal reasons (e.g., mismatched size/color, changed needs), the following conditions must be met:

1. Product Requirements: The product must remain unused, unassembled, and uninstalled, with original packaging, labels, accessories, and manuals intact (no stains, scratches, or damage).
2. Cost Responsibility: No restocking fees will be charged by Nestlyrao. However, as the exchange is not due to a product defect, the customer is responsible for the actual logistics costs incurred during the process, including the return shipping fee and the second delivery freight charged by the carrier.
3. Time Limit: Applications for exchange must be submitted within the 60-day return window. To ensure a smooth process, we highly recommend submitting your request within 7 days of receipt. Please note that once a product has been used or assembled, it is no longer eligible for return or exchange.

Ⅴ.Our Return Process

1. Contact Us – Please reach out to our customer service team at info@nestlyrao.com to initiate your return request.

2. Submit Details – Provide your order information, reason for return, and supporting evidence (such as photos, if applicable).

3. Return Instructions – Our customer support team will review your request, guide you through the process, and provide the correct return address.

4. Pickup / Shipping – Arrange for the pickup or return shipment of the item as instructed.

5. Item Receipt – Once the returned furniture is received and inspected, we will confirm the outcome with you.

6. Refund Processing – Approved refunds will be issued to your original payment method within 7 business days. Please note that the exact timing for the funds to appear in your account may vary depending on your financial institution's processing times.

Important: In some cases, we may not require the item to be returned. If this applies, we will notify you and provide instructions on how to responsibly dispose of the product.

Ⅵ.Non-Returnable or Non-Refundable Items

• Products Returned Due to Customer Reasons: Returns caused by customer errors, damage, stains, missing items, or similar reasons.
• Personalized Items (Subject to Section Ⅶ): These items follow our cancellation guidelines before dispatch. Once dispatched, they are non-returnable unless a major failure is verified.
• Products with Potential Shipping Damage Due to Irreversible Packaging: Products where the packaging has been altered or product identification codes/tags have been lost, which may result in shipping damage.
• Used Products: Any products that have been used.
• Products with Installation Marks: Products, such as wooden furniture, that may have installation marks affecting their resale condition.
• Products with slight color difference: The actual color of the product may be slightly different from the color shown on the website. (If you have any concerns about this, feel free to contact our customer service team to request real product images for reference.)
• Promotional or Clearance Items: All promotional, seasonal, or clearance products are non-returnable and non-refundable unless there is a verified quality issue.

Ⅶ.Order Cancellation & Modification Policy

We understand that plans can change. To ensure a fair process for our bespoke furniture production, the following cancellation terms apply:

• Before Dispatch (Full Refund): You may cancel your order at any time before it has been dispatched for a full refund. For our furniture collections, 'Dispatched' is defined as the moment a tracking number is generated.

• After Dispatch: Once an item has been dispatched from our facility or is in transit, the order cannot be cancelled. Any request to return the item at this stage will be handled under our Return Policy, where the customer is responsible for all actual logistics and return shipping costs.

Order Modification Policy

If you request to modify your order (such as changing color, size, or style) after production has commenced, the following terms apply:

• Before Dispatch (Free Modifications): You may modify your order (such as changing color, size, or style) or request a full refund at any time before it has been dispatched FREE of charge. For our furniture collections, "Dispatched" is defined as the moment a tracking number is generated.

• After Dispatch: Once the order has been dispatched, it is no longer eligible for modification. Any request to change the item will be treated as an Exchange, and the customer will be responsible for the actual logistics costs, including return shipping and the second delivery freight.

Cost Transparency

Note on Costs: Return shipping fees are determined by the weight of the package. For an estimate of these costs before initiating a request, please contact our support team.

Agreement

By placing an order on Nestlyrao.com, you agree to the terms stated in this Cancellation & Return Policy. We reserve the right to update this policy at any time. 

If you have any questions or require assistance with a return or refund, please do not hesitate to contact us at info@nestlyrao.com