Refund policy

Return & Refund Policy

We want you to be completely happy with your order. This policy explains how returns and refunds work, whether you're shopping from within the UK or internationally.

30-Day Return Window

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

Eligibility for Return

To be eligible for a return, your item must meet the following conditions:

  • The item must be in resaleable condition. You're welcome to inspect it as you would in a shop, but items that have been used, burned, or excessively handled beyond inspection are not eligible for a full refund
  • The item should be returned in its original packaging where possible, with all tags attached
  • You must provide your order number or invoice as proof of purchase

Where an item is returned showing signs of use or handling beyond what's reasonable for inspection, we reserve the right to make a deduction from your refund to reflect the reduced value of the item, in line with your consumer rights.

How to Start a Return

To start a return, please contact us at hello@nesticostore.co.uk with your order number and the reason for your return. If you're ordering from the UK or the European Union, you don't need to give us a reason within the first 14 days after delivery, simply let us know you'd like to cancel. Items sent back to us without first requesting a return will not be accepted.

Once your return is approved, we will provide you with instructions on how and where to send your package.

Cancellation

If you need to cancel an order, please let us know as soon as possible after you've placed it. We cannot cancel your order if it has already been posted. In that case, you can send the parcel back to us within 14 days, but the return postage cost will be at your own expense.

Domestic (UK) Returns

For UK orders, you are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit back to us.

International Returns

We are happy to accept returns from international customers under the same 30-day window and condition requirements outlined above. For international orders, the cost of return shipping is the responsibility of the customer, unless the item is faulty, damaged, or incorrect.

Please note that exclusions, exceptions, and your statutory rights as a consumer may vary depending on the local consumer protection laws of your country. Nothing in this policy affects any non-excludable rights you may have under the law of your country of residence.

Damages and Issues

Please inspect your order upon delivery and contact us immediately at hello@nesticostore.co.uk if the item is defective, damaged, or if you have received the wrong item. This applies to all customers regardless of location, and we will evaluate the issue and make it right at no cost to you.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Any item that has been opened or used, for hygiene and safety reasons (including, but not limited to, incense, resin, and fragrance products)
  • Custom, personalised, or made-to-order items
  • Gift cards
  • Items marked as final sale

If you have questions about whether a specific item is eligible for return, please get in touch before purchasing.

Refunds

Once we've received and inspected your return, we will notify you whether your refund has been approved. If approved, you will be automatically refunded via your original payment method within 10 business days. Please note that it can take additional time for your bank or card provider to process and post the refund.

For orders shipped within the UK or the European Union, your refund will include the delivery cost you originally paid, based on our standard delivery option, even if you chose a faster or more expensive delivery service at checkout.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@nesticostore.co.uk.

Exchanges

The quickest way to get the item you want is to return the original item, and once that return is accepted, place a new order separately.

Contact Us

If you have any questions about this policy, please contact us at hello@nesticostore.co.uk or write to us at Cloudtail Ltd, 25 Graham Road, Harrow, HA3 5RP, United Kingdom.