Refund policy

REFUND POLICY

We want you to love your purchase from Nestwell. If you are not entirely satisfied with your order, we are here to help. Our return and refund policy is valid for 30 days from the date you receive your item. If 30 days have passed since your delivery, we unfortunately cannot offer you a refund or exchange.

1. COOLING-OFF PERIOD & CANCELATIONS

In accordance with the South African Electronic Communications and Transactions (ECT) Act, you are entitled to a 7-day cooling-off period. You may cancel your purchase for any reason within 7 days of receiving the items, provided the goods remain unopened, unused, and in their original packaging.

  • You will be responsible for the direct cost of returning the goods to us.

  • Once the items are received and inspected, a full refund for the purchase price of the product will be processed.

2. ELIGIBILITY FOR STANDARD RETURNS

To be eligible for a return after the initial 7-day cooling-off period but within our 30-day window:

  • Your item must be unused, unwashed, and in the same condition that you received it.

  • It must be in the original packaging with all tags, labels, and seals intact.

  • You must provide the receipt, invoice, or proof of purchase.

Non-returnable items include:

  • Gift cards

  • Personalized, custom-made, or made-to-order products

  • Clearance or "Final Sale" items

  • Intimate, health, or personal care items (for hygienic reasons)

3. DAMAGES, DEFECTS, AND WRONG ITEMS

Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at info@nestwell.co.za so that we can evaluate the issue and make it right.

In accordance with the South African Consumer Protection Act (CPA), if an item is genuinely defective or damaged upon arrival:

  • We will arrange for a courier to collect the item at our expense.

  • You will have the option of a replacement, repair, or a full refund.

4. THE RETURN PROCESS

To initiate a return, please email our support team at info@nestwell.co.za with your order number and the reason for the return.

  • Approved Returns: If your return is accepted, we will send you instructions on how and where to send your package.

  • Shipping Costs: For standard returns (change of mind), you will be responsible for paying your own shipping costs for returning your item. Original shipping charges are non-refundable.

  • Risk: We highly recommend using a trackable courier service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for items lost in transit back to us.

5. REFUNDS & PROCESSING TIME

Once your return is received and inspected by our warehouse, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the item.

If approved, your refund will be processed automatically back to your original method of payment (e.g., PayFast, Yoco, Credit Card, or EFT).

  • Processing Time: Please allow 5 to 10 business days for the refund to reflect in your account, depending on your banking institution's processing times.

6. LATE OR MISSING REFUNDS

If you haven’t received a refund yet:

  1. First, check your bank account again.

  2. Contact your credit card company or bank; it often takes some processing time before a refund is officially posted.

  3. If you’ve done all of this and you still have not received your refund, please contact us at info@nestwell.co.za.