Refund policy
Refund & Return Policy
Last updated: September 18, 2026
At Nestiva, we want you to be happy with your purchase. If you have an issue with your order, please contact us and we will do our best to help.
This Refund & Return Policy applies to purchases made through:
getnestiva.com
1. Our Return Policy
Nestiva accepts eligible returns within 30 days of delivery for customers who simply change their mind, subject to the conditions below.
This voluntary 30-day return policy does not limit or exclude any rights you may have under applicable consumer protection laws, including the Australian Consumer Law (ACL), applicable US consumer protection laws, or applicable EU/EEA consumer protection laws.
If applicable law gives you rights that are more favorable than this policy, those legal rights will continue to apply.
2. Change-of-Mind Returns
For a change-of-mind return, the product must generally:
- Be unused and in its original condition
- Be clean and free from stains, odors, hair, or other signs of use
- Be returned with its original packaging where reasonably possible
- Include your order number or other proof of purchase
Because Nestiva products may be designed for children and are intended for close contact with the body, we may refuse change-of-mind returns where a product has been used, washed, soiled, damaged, or otherwise cannot reasonably be resold for hygiene or safety reasons.
This restriction does not affect any mandatory consumer rights that apply when a product is faulty, unsafe, misdescribed, or otherwise covered by applicable consumer protection law.
3. Faulty, Damaged, Unsafe, or Incorrect Products
If your product:
- Arrives damaged
- Is defective
- Is unsafe
- Is significantly different from its description
- Is the wrong product
- Does not meet a mandatory consumer guarantee
please contact us as soon as reasonably possible.
Depending on the circumstances and applicable law, you may be entitled to a replacement, repair, refund, price reduction, or another remedy.
For Australian customers, nothing in this policy is intended to exclude, restrict, or modify rights available under the Australian Consumer Law.
4. Australian Consumer Law
If you are located in Australia, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If a product does not meet an applicable consumer guarantee, you may have rights to a remedy depending on whether the problem is considered a major or minor failure.
Our voluntary return policy does not replace or reduce these statutory rights.
For more information about Australian consumer guarantees, you may visit the Australian Competition and Consumer Commission (ACCC) website.
5. EU / EEA Customers
If you purchase from us while located in the European Union or European Economic Area and EU consumer law applies to your purchase, you may have a statutory 14-day right of withdrawal for eligible online purchases.
Where applicable, the withdrawal period generally begins when you receive the goods.
Certain legal exceptions may apply.
Nothing in this policy is intended to restrict your mandatory rights under applicable EU or national consumer protection law.
EU/EEA customers may also have statutory rights relating to defective or non-conforming goods, including applicable legal guarantee rights.
6. How to Request a Return
To request a return, contact:
Please include:
- Your full name
- Order number
- Email address used to place the order
- Reason for the return
- Photos or videos if the product is damaged, defective, or incorrect
We will review your request and provide instructions if a return is appropriate.
Please do not send products to an address without first contacting us and receiving return instructions.
7. Return Shipping
For voluntary change-of-mind returns, the customer is generally responsible for return shipping costs unless otherwise stated.
If the product is defective, damaged, incorrect, unsafe, or otherwise covered by a statutory consumer remedy, Nestiva will handle return shipping in accordance with applicable law.
For EU/EEA customers exercising a statutory right of withdrawal, return shipping costs may generally be the customer's responsibility where permitted by law and where the customer was informed of this before purchase.
8. Refunds
Once an eligible returned product has been received and inspected, we will process the applicable refund.
Refunds will generally be issued to the original payment method.
The time it takes for a refund to appear in your account may depend on your bank, card issuer, or payment provider.
Where a statutory refund deadline applies, Nestiva will comply with the applicable legal deadline.
9. Original Shipping Costs
For voluntary change-of-mind returns, original shipping costs are generally non-refundable.
Where applicable law requires reimbursement of shipping or delivery costs, Nestiva will comply with those requirements.
For EU/EEA statutory withdrawals, applicable law may require reimbursement of the standard delivery cost paid by the customer, but not necessarily additional costs resulting from choosing a more expensive delivery option.
10. Products Returned in Used Condition
For voluntary change-of-mind returns, Nestiva may reduce a refund where permitted by applicable law if a returned product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning.
This provision does not affect statutory remedies for defective, unsafe, or non-conforming products.
11. Order Cancellation
If you need to cancel an order, please contact us as soon as possible at:
We will try to cancel orders before they enter processing or shipping.
Once an order has been processed or shipped, cancellation may no longer be possible.
If cancellation is not possible, you may use the applicable return or withdrawal rights after delivery.
12. Lost or Stolen Packages
If a package has not arrived, please contact us so we can investigate the shipment.
Where applicable consumer law places responsibility on the seller until the goods are delivered to the customer or an authorized person, Nestiva will comply with those requirements.
If tracking confirms that a package was delivered, but you believe it has subsequently been lost or stolen, please contact us and the relevant carrier so the matter can be investigated.
13. Exchanges
We do not generally provide direct exchanges.
Where permitted, you may return an eligible product and place a new order.
This does not affect any statutory right to repair or replacement where applicable law provides such a remedy.
14. Contact Us
For questions about returns, refunds, or your consumer rights, please contact:
Nestiva
Website: getnestiva.com
Email: info@getnestiva.com