Return & Refund Policy
Overview
Welcome to nestnexo. We are committed to providing a transparent, fair, and convenient shopping experience for customers purchasing our tableware and drinkware products.
nestnexo is an online store operated by Songyuan Zhuya Network Technology Co., Ltd. Our product collection includes ceramic plates, bowls, drinking glasses, ceramic mugs, and other dining essentials.
We understand that customers expect their purchases to arrive in good condition and to match the product descriptions provided on our website.
This Return & Refund Policy explains our return eligibility requirements, return procedures, refund processing times, exchange arrangements, shipping cost responsibilities, and the remedies available for damaged, defective, incorrect, or missing products.
This policy applies to purchases made through our official website at https://nestnexo.com.
Our voluntary return policy is provided in addition to, and does not replace or restrict, any mandatory consumer rights established by applicable law.
30-Day Return Policy
nestnexo offers a voluntary 30-day return policy for eligible products.
Customers may request a return within 30 calendar days after receiving their purchased items.
The return period begins on the day the product is delivered to the customer or an authorized recipient.
For orders delivered in multiple shipments, the applicable return period for each product generally begins when that product is received, unless applicable law provides otherwise.
To qualify for a voluntary return, products should be unused, clean, and in their original condition.
Customers should include all original accessories, components, and product packaging where reasonably possible.
Products should not have damage resulting from misuse, improper handling, unauthorized modification, or ordinary wear following delivery.
Customers may open packaging and reasonably inspect products without automatically losing their eligibility for a voluntary return.
An order confirmation, receipt, order number, or other acceptable proof of purchase may be used to verify the transaction.
This voluntary return policy does not limit statutory remedies for defective, damaged, incorrect, unsafe, or misdescribed products.
Return Eligibility
Eligible products generally include unused ceramic plates, bowls, drinking glasses, ceramic mugs, and other tableware items purchased through nestnexo.com.
Products should be returned in a condition suitable for reasonable inspection and, where applicable, resale.
For voluntary returns, products should be free from food residue, beverage stains, damage caused by improper washing, scratches resulting from use, and other signs of use beyond reasonable inspection.
Original packaging and protective inserts should be included where reasonably available to help prevent damage during return transportation.
Products purchased at discounted prices or during promotional events remain eligible for returns under the same conditions as regularly priced products, unless a lawful exception was clearly disclosed before purchase.
Where an item is sold as a coordinated set, all included components should generally be returned together to qualify for a full voluntary refund of the set.
If only one component is defective, damaged, missing, or incorrect, customers should contact us before returning the complete set.
We will review the circumstances and provide an appropriate solution in accordance with applicable consumer protection laws.
Non-Eligible Voluntary Returns
Certain products may not qualify for voluntary change-of-mind returns if they have been used, damaged, altered, or improperly maintained after delivery.
Examples may include ceramic tableware showing food residue, glassware with beverage stains, products damaged by accidental dropping, or items damaged by improper cleaning or storage.
Products that have been permanently personalized or customized according to a customer's specific requirements may be excluded from voluntary returns where such exclusions are legally permitted and disclosed before purchase.
Certain goods subject to legally recognized hygiene or health protection restrictions may also be excluded from voluntary returns where the relevant conditions are satisfied.
However, merely opening ordinary packaging or inspecting a product does not automatically make the item ineligible for return.
These restrictions apply only to voluntary change-of-mind returns and do not override mandatory rights relating to defective, incorrect, damaged, or nonconforming goods.
Where applicable law provides a statutory withdrawal right, the relevant legal rules concerning inspection, use, exceptions, and any permissible reduction in value will apply.
How to Request a Return
To request a return, please contact our customer support team at [email protected] within 30 calendar days after receiving your order.
Please include your order number, the product you wish to return, and the email address associated with your purchase.
A brief explanation of your return request may help us provide assistance more efficiently.
For defective, damaged, or incorrect items, photographs of the affected product and its packaging may help us investigate the issue.
If photographs are unavailable, please contact us so that we can discuss another reasonable method of assessing the problem.
After receiving your return request, our customer support team will review the information and provide appropriate return instructions.
These instructions may include the correct return address, recommended packaging procedures, and available shipping arrangements.
For voluntary returns, please dispatch the item within 14 calendar days after receiving our return instructions, unless another timeframe is agreed upon or required by applicable law.
If our response is delayed, a return request submitted within the applicable return period will remain valid, and we will provide reasonable time to complete the return.
Where applicable law allows customers to exercise a statutory right of withdrawal by providing notice, prior approval from nestnexo is not required.
Please retain your return shipping receipt and tracking information until the return has been completed.
Return Address and Instructions
Before sending products back, please contact [email protected] to obtain the appropriate return destination and shipping instructions.
Return arrangements may depend on the product, fulfillment location, destination country, and reason for the return.
Our customer support team will provide the relevant return address and available instructions for the order.
International returns may need to be shipped to a designated return facility in China, depending on the applicable fulfillment arrangements.
Our registered company address is provided for business identification and correspondence purposes and should not automatically be used as a return destination.
Please do not send products to an address shown on the original shipping label without first confirming that the location is authorized to receive returns.
Where required by applicable law, information about the return destination and associated return costs will be made available before purchase.
For voluntary returns, we recommend using a trackable shipping service and packaging products securely to minimize damage during transportation.
Customers should follow any reasonable return instructions provided by our support team, subject to their applicable consumer rights.
Return Shipping Costs
For voluntary returns resulting from a change of mind, personal preference, or ordering an unsuitable product, customers are generally responsible for the direct cost of return shipping unless applicable law requires otherwise.
Return shipping expenses depend on the package weight, dimensions, return destination, shipping carrier, and applicable international transportation charges.
The actual cost of a voluntary return may vary depending on the customer's location and chosen shipping service.
Customers are encouraged to contact us for return destination information and obtain a shipping quotation before dispatching a return.
If a product arrives defective, damaged, incorrect, or materially different from its description due to circumstances for which nestnexo is responsible, we will cover the necessary return shipping costs.
Depending on the circumstances, we may provide a prepaid return label, arrange collection, reimburse reasonable return shipping expenses, or resolve the issue without requiring the product to be returned.
Customers will not be required to pay necessary additional shipping expenses to correct fulfillment errors attributable to nestnexo.
We do not charge restocking fees for eligible returns.
Any shipping expenses that a customer is legally entitled to recover will be refunded in accordance with applicable law.
Original Shipping Charges
Our standard shipping arrangements provide free standard shipping for eligible orders of $49.99 USD or more.
Orders with an eligible merchandise subtotal below $49.99 USD are generally subject to a standard shipping charge of $6.99 USD.
For voluntary change-of-mind returns, original shipping fees paid during checkout are generally non-refundable unless applicable law requires reimbursement.
Where a statutory withdrawal right requires reimbursement of the original standard delivery charges, those charges will be included in the refund as required by law.
Additional charges for an expressly selected premium delivery service may be excluded from reimbursement to the extent permitted by law.
If a product is returned because of a confirmed defect, shipping damage, or fulfillment error attributable to nestnexo, we will reimburse applicable original delivery charges as required by law.
Orders that originally qualified for free shipping will not be charged retroactively for the original delivery solely because a subsequent return reduces the retained order value below $49.99 USD.
Any refund calculation will comply with the relevant purchase terms and applicable consumer protection requirements.
Damaged or Broken Products
At nestnexo, we understand that ceramic plates, bowls, drinking glasses, and mugs are fragile and require careful handling during transportation.
We aim to package these products using appropriate protective materials to reduce the risk of shipping damage.
However, breakage or other transportation damage may occasionally occur.
If you receive a cracked plate, chipped bowl, broken glass, damaged ceramic mug, or another defective product, please contact [email protected] as soon as reasonably possible after discovering the issue.
Please include your order number, a description of the damage, and photographs of the product and packaging where reasonably available.
If photographs are unavailable, we will discuss another reasonable way to assess your claim.
For safety reasons, do not use damaged products that may create a risk of injury.
Customers should not attempt to handle or repack sharp glass fragments without appropriate safety precautions.
Where returning broken glass or ceramic fragments would create an unreasonable safety risk, nestnexo may resolve the issue without requiring the damaged product to be returned.
Depending on the circumstances, we may offer a replacement, refund, or another remedy consistent with applicable consumer protection laws.
Customers will not be charged necessary shipping fees for resolving confirmed product damage or defects for which nestnexo is responsible.
Our voluntary 30-day return period does not limit statutory rights concerning defective or unsafe products.
Defective or Incorrect Items
We aim to ensure that products match the descriptions, specifications, and quantities presented on our website.
If you receive an incorrect product, an incomplete order, a defective item, or merchandise that is materially different from its description, please contact our customer support team.
Please provide your order number and relevant information about the problem.
Photographs may assist with the investigation but will not be required where they are unavailable and another reasonable method of assessment is possible.
We will review the issue and determine the appropriate available remedies.
Depending on the circumstances and applicable law, these may include correcting the order, replacing the affected product, providing a suitable repair, or issuing a partial or full refund.
Where a partial refund is offered instead of another available remedy, we will explain the proposal and obtain any agreement required by applicable law.
If the mistake is attributable to nestnexo, customers will not be required to pay additional shipping charges for the correction.
Any mandatory statutory rights relating to product conformity, repair, replacement, price reduction, or refunds remain unaffected.
Natural Variations in Ceramic and Glass Products
Some ceramic and glass products may display variations in glaze patterns, color distribution, surface texture, shape, or decorative finish.
These variations may result from manufacturing techniques, firing processes, and individual material characteristics.
For example, reactive glazes may produce different color gradients, crystalline patterns, or surface effects between individual ceramic pieces.
Minor variations that are accurately represented or clearly disclosed in product descriptions do not necessarily constitute manufacturing defects.
However, customers remain entitled to appropriate remedies if a product is materially different from its description, unsafe, defective, or otherwise fails to meet applicable legal standards.
We encourage customers to review product photographs, material information, dimensions, and relevant care instructions before purchasing.
Missing Items and Incomplete Sets
If your order arrives with missing items or incomplete tableware components, please contact [email protected].
Please provide your order number and describe the missing products or components.
Some orders may be delivered in multiple packages, so we may first check whether the remaining products are still in transit.
If an item is confirmed missing because of a fulfillment error, we will provide an appropriate resolution.
Depending on the circumstances, we may arrange delivery of the missing item, replace the affected set, or issue an applicable refund.
Customers will not be charged additional shipping fees to correct confirmed fulfillment errors attributable to nestnexo.
If a product set contains a broken or defective component, we will review whether replacement of the affected component or another remedy is appropriate.
Statutory rights relating to incomplete or nonconforming deliveries remain unaffected.
Refund Processing
Once a voluntary return has been received, we will inspect the returned merchandise and review its eligibility for a refund.
We aim to complete the inspection and notify customers of the outcome within 7 business days after receiving the returned products.
If a return is approved, the applicable refund will generally be issued to the original payment method within 7 business days after approval.
These periods are service targets and do not extend any mandatory statutory refund deadline.
Where a legally protected withdrawal requires reimbursement within a prescribed period, we will process the refund without undue delay and within the applicable legal timeframe.
Where permitted by law, we may withhold reimbursement until we have received the returned goods or appropriate evidence that they have been dispatched, whichever occurs first.
Refunds will generally reflect the amount actually paid for the eligible returned merchandise, taking account of applicable discounts, promotional adjustments, and any required reimbursement of delivery charges.
Where a full refund is legally required, customers will receive the amount to which they are entitled under applicable law.
Refunds are ordinarily issued through the original payment method unless an alternative method is agreed upon and legally permitted.
We will not require customers to accept store credit instead of a monetary refund to which they are legally entitled.
Once a refund has been issued, the customer's bank or payment provider may require additional time to complete the transaction.
If your refund does not appear within the expected period, please contact [email protected] with your order number.
Late or Missing Refunds
If you have been notified that your refund has been issued but have not received the funds, please first review the relevant payment account.
Depending on the payment method, banks and payment service providers may require additional processing time before the refunded amount appears.
If the refund is still missing, please contact your bank or payment provider for information about the transaction status.
You may also contact nestnexo at [email protected].
Please include your order number and any relevant refund confirmation information.
Our support team will review the refund status and provide assistance with identifying or resolving the problem.
We will comply with applicable legal requirements regarding timely reimbursement.
Exchanges
Customers who wish to exchange a product for a different design, color, size, or style may contact [email protected].
Voluntary exchanges are subject to product availability, eligibility requirements, and applicable return conditions.
Products submitted for voluntary exchanges should generally be unused, clean, and in their original condition.
Any difference in product price or applicable shipping charges will be disclosed before the exchange is completed.
If the requested replacement product is unavailable, customers may request an eligible return and refund.
For products that arrive damaged, defective, or incorrectly supplied, replacement arrangements will be handled according to applicable consumer protection laws.
Customers will not be charged necessary additional shipping expenses to correct confirmed defects or fulfillment errors attributable to nestnexo.
Where a customer is legally entitled to a refund instead of an exchange, the applicable refund right will remain available.
Partial Returns and Product Sets
Customers who purchase multiple products in one order may request a return for individual eligible items.
For voluntary returns involving coordinated tableware sets, all components of the set should generally be returned together to qualify for a full voluntary refund of that set.
If only part of a set is returned voluntarily, any available partial refund will depend on the original purchase terms and the circumstances of the return.
If an individual component of a set is defective, damaged, incorrect, or missing, customers should contact our support team before returning the entire set.
We will assess the situation and provide the appropriate remedy under applicable law.
If only part of an order is returned, the refund will generally reflect the amount paid for the eligible returned items, including any relevant discount allocations.
Where applicable law requires a different calculation, the statutory requirements will take precedence.
We will not retrospectively charge original free-shipping fees solely because a partial return reduces the value of the remaining products below the free-shipping threshold.
Promotional and Discounted Products
Products purchased during promotional campaigns, sales events, or with discount codes remain eligible for our voluntary return policy unless a lawful exception is clearly disclosed before purchase.
Refunds for eligible promotional purchases will generally be calculated using the actual amount paid for the returned merchandise.
Where a discount applies across multiple products, the refund may reflect the relevant allocation of that discount.
We will not automatically reject a return merely because the product was purchased at a discounted price.
Products that are defective, damaged, incorrect, or otherwise nonconforming remain subject to all applicable consumer protection rights regardless of promotional pricing.
Any specific conditions attached to promotional offers will be disclosed before purchase and will apply only to the extent legally permitted.
Order Cancellations
If you wish to cancel an order, please contact [email protected] as soon as possible.
Please include your order number and the email address associated with your purchase.
If the order has not yet been dispatched and fulfillment can be stopped, we will process the cancellation and issue a full refund for the canceled order, including any applicable original shipping charges.
Cancellation refunds will generally be issued to the original payment method within 7 business days after confirmation, or sooner where required by law.
Once an order has been dispatched, immediate cancellation may not be possible through the shipping process.
In such circumstances, customers may request an eligible return after delivery or exercise any applicable statutory cancellation rights.
We will explain the available options and provide appropriate assistance.
Nothing in this section restricts a mandatory legal right to withdraw from a distance purchase.
Lost or Undelivered Packages
If your order has not arrived within the expected delivery timeframe, please contact [email protected].
Please provide your order number and available tracking information.
We will review the shipment status and investigate the matter with the relevant shipping carrier.
If the order is confirmed lost or was not successfully delivered, we will provide an appropriate replacement, refund, or other remedy in accordance with applicable law.
A carrier's tracking status indicating delivery does not automatically resolve a customer's claim that the goods were not received.
Responsibility for loss or damage during delivery will be determined according to applicable consumer protection laws.
Customers are not required to accept liability for undelivered goods where the risk remains with nestnexo.
Additional information about delivery estimates, shipping arrangements, and tracking is available in our Shipping Policy.
https://nestnexo.com/pages/shipping-policy
International Returns
nestnexo serves customers in destinations supported by our online checkout and shipping services.
International return procedures may vary depending on the customer's location, the product, and the reason for the return.
Some returns may need to be shipped to a designated return facility in China.
Customers should contact [email protected] before arranging a voluntary international return to obtain the relevant destination and shipping instructions.
For voluntary change-of-mind returns, customers are generally responsible for direct return shipping charges unless applicable law requires otherwise.
International return costs may vary depending on the shipping service, parcel dimensions, weight, destination, and customs requirements.
Customers should ensure that applicable customs declarations accurately identify returned merchandise.
Where relevant, we will provide reasonable assistance with the information needed for return documentation.
If a product is confirmed defective, damaged, or incorrectly supplied, nestnexo will arrange an appropriate resolution without requiring the customer to bear necessary return shipping expenses for which we are responsible.
International customers retain the mandatory consumer rights applicable to their purchases.
Additional Rights for European and United Kingdom Customers
Where applicable consumer protection laws provide a statutory right of withdrawal for online purchases, eligible customers may cancel the purchase within the legally prescribed period without providing a reason.
For many qualifying online purchases in the European Economic Area and the United Kingdom, this includes a statutory withdrawal period of 14 days after receiving the goods, subject to applicable exceptions and national rules.
Customers exercising a statutory right of withdrawal may notify us by sending a clear statement of their decision to [email protected].
Where applicable, returned goods must be dispatched within the period required by law after the withdrawal notice.
For qualifying statutory withdrawals, reimbursement will include the amounts required by applicable law, including eligible standard delivery charges.
Customers may be responsible for direct return shipping costs where this responsibility was properly disclosed before purchase and is legally permitted.
Where applicable law requires reimbursement within 14 days after notice of withdrawal, we will comply with that deadline, subject to any lawful right to withhold reimbursement until the goods or evidence of dispatch have been received.
Products may be inspected to the extent necessary to establish their nature, characteristics, and functioning.
Any reduction in value resulting from handling beyond what is necessary may be considered only to the extent permitted by applicable law.
These statutory rights exist independently of our voluntary 30-day return policy.
Customers may also have additional legal remedies where goods are defective, unsafe, not as described, or otherwise fail to meet applicable conformity requirements.
Consumer Protection and Statutory Rights
We respect the consumer protection laws applicable to purchases made through nestnexo.com.
Our voluntary 30-day return policy does not replace, restrict, or reduce any mandatory rights concerning defective products, nonconforming goods, delivery failures, cancellation, refunds, or legal guarantees.
Depending on your country or region, you may have additional rights to request repair, replacement, a price reduction, reimbursement, or other appropriate remedies.
These statutory rights may apply beyond the voluntary return period described in this policy.
Where applicable law provides greater protections than our published policy, the relevant legal requirements will take precedence.
We will not impose return conditions, shipping charges, refund deductions, or processing delays that unlawfully restrict customer rights.
Customers may contact [email protected] for assistance with their purchase or to exercise applicable consumer rights.
Changes to This Return & Refund Policy
nestnexo may update this Return & Refund Policy periodically to reflect changes in business operations, fulfillment arrangements, return procedures, customer service practices, or applicable legal requirements.
Any revised version will be published on our official website.
Changes will generally apply prospectively and will not retroactively remove contractual protections or mandatory statutory rights associated with existing purchases.
Where legally required, we will provide appropriate notice regarding material policy changes.
Customers are encouraged to review this policy before placing an order.
Contact Information
If you have questions about returns, refunds, exchanges, damaged merchandise, incorrect orders, cancellations, or shipping-related concerns, please contact our customer support team.
Brand Name: nestnexo
Legal Company Name: Songyuan Zhuya Network Technology Co., Ltd.
Official Website: https://nestnexo.com
Customer Service Email: [email protected]
Registered Business Address: Room C027, 4th Floor, Commercial Unit No. 102, Building 2, Commercial Complex, Boxue Road, Ningjiang District, Songyuan City, Jilin Province, China
Postal Code: 138000
Return Assistance: Please contact [email protected] to obtain the appropriate return shipping address and instructions before dispatching a voluntary return.
Our registered business address is provided for company identification and correspondence purposes. It should not be assumed to be an authorized return facility unless confirmed by our customer support team.
We are committed to handling return and refund requests fairly, transparently, and in accordance with applicable consumer protection laws.
Thank you for shopping with nestnexo.