Return & Refund Policy

Last updated: July 2026

Thank you for shopping with us. We hope you and your family love your purchase. If you are not completely satisfied with your order, please read our return and refund policy below.

1. 30-Day Return Window

We accept return requests within 30 days after your order has been delivered.

To be eligible for a return, the item must be:

• Unused and in the same condition that you received it
• In its original packaging
• Not damaged, marked, written on, or altered by the customer
• Accompanied by your order number or proof of purchase

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

2. Damaged, Defective, or Wrong Items

Please inspect your order when it arrives.

If your item is damaged, defective, or you received the wrong item, please contact us as soon as possible. We will review the issue and help provide a suitable solution, such as a replacement or refund.

When contacting us, please include:

• Your order number
• A clear photo of the damaged, defective, or incorrect item
• A photo of the packaging, if applicable
• A brief description of the issue

3. How to Request a Return

To start a return, please contact us at support@naturenesthk.com

Please include the following information in your email:

• Your full name
• Your order number
• The item you would like to return
• The reason for the return
• Photos, if the item arrived damaged or incorrect

Once we receive your request, we will review it and respond within 2–3 business days.

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

Please do not send items back without contacting us first. Items returned without prior approval may not be accepted.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.

If the return is due to our error, such as a wrong item or damaged product, we will help cover the return or replacement shipping cost where applicable.

We recommend using a trackable shipping service, as we are not responsible for returned packages that are lost in transit.

5. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please allow up to 10 business days for the refund to appear on your bank or credit card statement after it has been approved. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us.

6. Non-Returnable Items

The following items may not be eligible for return:

• Items that have been used, damaged, written on, or altered by the customer
• Items returned without original packaging
• Gift cards
• Digital products or downloadable content, if applicable
• Items marked as final sale, if applicable

7. Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible.

We will do our best to help, but we cannot guarantee changes or cancellations once an order has already been processed or shipped.

If your order has already been shipped, you may request a return after receiving the item, subject to this policy.

8. Packages Marked as Delivered

If your tracking information shows that your package was delivered but you have not received it, please first check:

• Your mailbox
• Front door, porch, or delivery area
• Reception desk or building management
• Neighbors or household members
• Your local carrier

If you still cannot locate your package, please contact us and we will help investigate the issue.

9. Contact Us

If you have any questions about returns, refunds, or your order, please contact us at support@naturenesthk.com.

Please include your order number so we can assist you faster.