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At Thenestmuse, we value our customers and want every purchase to meet your expectations. We understand that sometimes you may need to return a product or request a refund. This Return and Refund Policy explains the conditions and procedures that apply when you wish to return a product purchased from Thenestmuse.
By placing an order through our website, you acknowledge that you have read and understood this policy. This policy should be read together with our Terms and Conditions, Shipping Policy, and Privacy Policy.
Our Return Policy
We accept eligible returns within 7 days from the date of delivery. To qualify for a return, the product must be unused, in its original condition, and returned with its original packaging, tags, labels, accessories, manuals, and other items supplied with the order.
Products that have been used, washed, assembled incorrectly, modified, damaged through improper handling, or otherwise altered after delivery may not qualify for a return.
Before sending any product back, customers must contact Thenestmuse and receive confirmation that the return request has been accepted. Products returned without prior approval may not be accepted.
Return Eligibility
A product may generally be returned when it meets the following requirements:
- The return request is submitted within the applicable return period.
- The product is unused and in its original condition.
- The product has not been damaged or altered after delivery.
- The original packaging and relevant accessories are included.
- Proof of purchase or order information is available.
- The product is eligible for return under this policy.
Thenestmuse reserves the right to inspect returned products before approving a refund or exchange.
Non-Returnable Products
Certain products may not be eligible for return due to their nature, customization, or other practical considerations. These may include customized or personalized products, made-to-order products, clearance or final-sale products, products that have been used or installed, and products damaged after delivery due to customer handling.
If a particular product has different return conditions, the applicable restrictions will be communicated on the product page or at the time of purchase.
These restrictions do not affect your rights where a product is defective, damaged on arrival, incorrectly supplied, or otherwise covered by applicable consumer protection laws.
Damaged Products
We recommend checking your package and product as soon as possible after delivery.
If a product arrives damaged, please contact Thenestmuse promptly with your order number and clear photographs showing the damage and, where possible, the external packaging and shipping label.
Our team may review the information and request additional details to determine the appropriate resolution. Depending on the circumstances, we may offer a replacement, exchange, refund, or another suitable solution.
Incorrect Products
If you receive a product that is different from the product you ordered, please contact Thenestmuse as soon as possible.
Please provide your order number and photographs of the product received. Once we verify the issue, Thenestmuse may arrange for the incorrect product to be returned and provide the correct product, subject to availability.
If the correct product is unavailable, an appropriate refund or alternative solution may be offered.
Defective Products
If you believe a product has a manufacturing defect or does not function as described, please contact Thenestmuse with details of the issue.
We may ask for photographs, videos, product information, or other documentation to assess the problem. In some cases, the product may need to be returned for inspection.
If the defect is confirmed and the product is covered under the applicable return terms, we may provide a replacement, exchange, repair, or refund as appropriate.
How to Request a Return
To start a return request, contact Thenestmuse using the contact information provided on our website.
Please include your order number, name used for the order, product name, date of purchase, reason for the return, and photographs where applicable.
After reviewing your request, we will provide instructions on whether the product should be returned and how it should be shipped.
Please do not send a product to an address other than the return address provided by Thenestmuse.
Return Shipping
Return shipping arrangements depend on the reason for the return.
If the product is being returned because it was defective, damaged during delivery, or incorrectly supplied by Thenestmuse, we may arrange or cover the applicable return shipping costs, subject to verification.
If the return is requested because of a change of mind, incorrect selection, or another reason not caused by Thenestmuse, the customer may be responsible for the applicable return shipping charges.
Original shipping charges may also be non-refundable unless the return is due to an issue attributable to Thenestmuse or otherwise required by applicable law.
Packaging the Return
Customers are responsible for ensuring that returned products are packaged appropriately to prevent damage during transit.
Where possible, use the original packaging and protective materials supplied with the order. Products returned damaged due to inadequate packaging may be subject to further review before a refund or exchange is approved.
Please retain proof of return shipment until the return has been received and processed by Thenestmuse.
Return Inspection
Once we receive the returned product, it will be inspected to determine whether it meets the requirements of this policy.
The inspection may consider the product condition, signs of use, damage, original packaging, included accessories, tags, labels, and whether the product matches the original order.
Receiving a returned product does not automatically mean that the refund has been approved.
Refund Process
Once your return has been inspected and approved, the applicable refund will be initiated.
Refunds will generally be issued to the original payment method used to place the order. The time required for the funds to appear in your account depends on the payment provider, bank, card issuer, or other financial institution.
Thenestmuse cannot guarantee the exact time required for a payment provider to complete the refund.
Refund Amount
The refund amount depends on the reason for the return and the applicable terms.
Where applicable, the refund may include the purchase price of the eligible returned product. Original shipping charges, return shipping costs, customization fees, express delivery charges, or other applicable fees may not be refundable unless the return is due to an error, defect, or issue attributable to Thenestmuse or otherwise required by law.
Partial Refunds
In certain circumstances, Thenestmuse may provide a partial refund instead of accepting a full return.
This may apply where a product has a minor issue that does not prevent its use and the customer agrees to retain the product.
Any partial refund offered will depend on the specific circumstances and will be communicated to the customer before processing.
Exchanges
Where an eligible product needs to be replaced, Thenestmuse may offer an exchange instead of a refund, subject to product availability.
If the same product is unavailable, we may offer an alternative product or refund, depending on the circumstances.
For exchanges resulting from a customer selecting the wrong product, size, colour, or variation, additional charges or return shipping costs may apply where relevant.
Order Cancellation
If you wish to cancel an order, please contact Thenestmuse as soon as possible after placing it.
Cancellation may not be possible once an order has entered processing, been customized, packed, or dispatched.
For customized, personalized, or made-to-order products, cancellation may be restricted once production has started.
Undelivered or Refused Orders
If an order cannot be delivered because the customer provided an incorrect address, failed to accept delivery, or otherwise caused the shipment to be returned to Thenestmuse, additional shipping charges may apply if the order needs to be reshipped.
If the customer requests a refund for an undelivered or refused shipment, the applicable refund amount will be determined after considering shipping charges, return costs, and the circumstances of the failed delivery.
Promotional and Discounted Orders
Products purchased using promotional offers, discounts, coupons, or special campaigns may be subject to specific return and refund conditions.
A refund for a discounted order will generally be based on the actual amount paid for the returned product rather than its original full price.
Gift Purchases
If a product was purchased as a gift, the original purchaser may need to initiate the return or refund request because the refund will generally be issued to the original payment method.
Fraud Prevention
Thenestmuse reserves the right to review unusual or potentially fraudulent return and refund requests.
We may request additional information to verify an order or return. Where fraud, abuse, repeated misuse of the return process, or other suspicious activity is reasonably suspected, Thenestmuse may refuse a return or refund to the extent permitted by applicable law.
Processing Times
Return processing times may vary depending on the product, delivery location, return shipping method, inspection requirements, and payment provider.
We will make reasonable efforts to process approved returns and refunds as efficiently as possible.
Customer Responsibilities
Customers are responsible for reviewing product information before placing an order and ensuring that the selected product, colour, size, quantity, and delivery details are correct.
Customers are also responsible for taking reasonable care of products after delivery if they intend to return them.
Consumer Rights
Nothing in this policy is intended to limit or exclude any rights or protections that customers may have under applicable consumer protection laws.
Where applicable law provides additional rights regarding defective, unsafe, incorrectly described, or otherwise non-conforming products, those rights will continue to apply.
Changes to This Policy
Thenestmuse may update this Return and Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements.
The latest version will be published on our website along with the updated effective date.
Contact Us
If you have questions about returns, exchanges, cancellations, or refunds, please contact Thenestmuse using the information below.
Email: support@thenestmuse.com