Effective Date: 26th June 2026

We want you to feel confident shopping with Nest & Nook. While we take great care in ensuring every order is correct and well-packed, we understand that issues can occasionally occur. This policy outlines how we handle exchanges in the event of damage, defects, or wrong items delivered.

1. Eligibility for Exchange

We accept exchange requests under the following conditions:

• The item is damaged, defective, or incorrectly delivered.

• The exchange request is made within 3 days of receiving the item.

• The item has not been misused, modified, damaged due to customer handling, or assembled incorrectly.

Please note:

• Exchanges for change of mind, preference, colour expectation, size expectation, or incorrect measurement by the customer are not accepted.

• Minor size variations of 1–5 cm, slight colour differences due to lighting, photography, screen settings, or viewing conditions, and minor cosmetic imperfections that do not affect the overall function or use of the item are not considered defects.

• As with all furniture, minor chips, scratches, or imperfections may occasionally be present. If this occurs, we will assess the issue and do our best to arrange a suitable solution where appropriate.

• In some cases, if the issue does not affect overall function, safety, or use, we may not approve the exchange request.

• If a replacement part is not immediately available, we will order it from our supplier, which may take 3–7 weeks or longer depending on shipment schedule, supplier availability, customs clearance, and other logistics factors.

2. How to Request an Exchange

To request an exchange, please WhatsApp us at +673 741 1168 with the following:

• Order number

• Clear photos and/or videos of the item and the issue

• Photos of the packaging, where relevant

• A brief description of what’s wrong

Please inspect your item carefully upon delivery and before assembly or use. Issues reported after the item has been assembled, used, modified, or damaged due to handling may not be eligible for exchange.

You do not need to return the item immediately. Our team will coordinate the exchange and collect the affected item when delivering the replacement, where applicable.

3. Conditions for Returning Items

If the wrong item has been sent or an exchange is approved:

• Please notify us immediately.

• The item must be unused and in good condition, unless the issue relates to damage or defect upon arrival.

• It should be repacked in its original packaging, or as close to original as possible.

• If partially assembled, customers may be required to disassemble and repack before exchange.

We do not accept returns unless the wrong item has been delivered or the exchange has been approved by Nest & Nook.

4. Delivery & Costs

• For approved exchanges due to eligible damage, defect, or incorrect item delivered, Nest & Nook will cover the reasonable delivery costs associated with the exchange.

• Replacement parts or items will be delivered to you free of charge where the exchange is approved.

• Additional charges may apply if the issue is caused by incorrect assembly, misuse, modification, customer handling, or damage after delivery.

5. Damaged or Faulty Items

If your item arrives damaged or faulty:

• Notify us within 3 days via WhatsApp at +673 741 1168.

• Send clear photos and/or videos of the issue, including the packaging where relevant.

• We will assess the issue and, where approved, arrange a suitable solution such as a replacement part, repair arrangement, exchange, or other appropriate solution.

• Where only one part of the product is affected, we may issue a replacement for the affected part only, not the full product.

For any questions about exchanges or issues with your order, please contact us directly on WhatsApp at +673 741 1168 or email us at nestandnookbn@gmail.com. We are committed to ensuring a smooth and satisfying shopping experience.