Return, Exchange, or Refund Policy

1. Return Policy Overview

We are committed to providing a clear, reliable, and well-managed shopping experience through our website.
This Return and Refund Policy applies to all orders delivered within Australia.

Customers may submit a return request within 25 days of receiving their order.

A return will only be accepted if all of the following conditions are met:

• The item is unused, in original condition, and free from damage

• The item is returned in its original packaging, including all accessories and accompanying materials

The return request includes the order number and relevant return information

Items that do not meet these conditions will not be eligible for a refund.

2. No Direct Exchanges

Due to logistical considerations related to furniture handling and transportation, direct exchanges are not offered.

• Each returned item is inspected individually.

• To obtain a different model or variation, customers may place a new order once the original return has been received and refunded.

3. Order Cancellation and Refunds

Orders may be cancelled within 24 hours of purchase, provided the order has not yet been dispatched.
In such cases, a full refund will be issued.

If the order has already been dispatched or if the 24-hour cancellation period has passed, cancellation is no longer available.
Customers may then proceed with the return process outlined in this policy.

Once a returned item has been received and verified, refunds are processed within 2–5 business days.
The time required for funds to appear in the customer’s account depends on the financial institution.

4. Return Request Procedure

To request a return or refund, customers must:

Send an email including the order number and, where applicable, supporting photos
Wait for email confirmation and return instructions
Use the prepaid return shipping label included inside the parcel upon delivery
Return the item according to the provided instructions

Our customer support team will assist throughout the return process.

5. Return Shipping Costs

If the return is due to a product defect or damage during transportation, return shipping costs will be covered by the store.

If the return is due to personal reasons such as preference, style, or suitability, return shipping costs will be the responsibility of the customer.

Customers are advised to use a tracked delivery service when returning items.

6. Inspection and Refund Processing

All returned items undergo a quality inspection upon receipt.
If the item meets the return conditions, the refund will be issued via the original payment method within 2–5 business days.

7. Return Restrictions

Returns will not be accepted for:

Custom-made or personalised items
Items that are incomplete, damaged, or show signs of use
Items returned beyond the 25-day return period

If a return does not comply with this policy, the customer will be notified and may request the item to be shipped back at their own expense.

8. Customer Support

For any enquiries regarding returns or refunds, customers may contact the store using the details below.
The contact format remains consistent across all policies.

Email: concierge@nestupbay.com
Phone: +65 (814) 96629
Address: APT BLK 147 LORONG 2 TOA PAYOH #02-336, SINGAPORE 310147, SINGAPORE
Business Hours: Monday to Friday, 8:00 AM – 3:00 PM
Service Region: Australia

We prioritise transparency, accuracy, and support at every stage to ensure a controlled and reliable shopping experience.