Refund policy
Refund & Returns Policy
Last Updated: July 2026
At Nestora Home, customer satisfaction is important to us. If you are not completely satisfied with your purchase, this policy explains your rights and the process for requesting a return, exchange, or refund.
This policy should be read together with the applicable consumer protection laws of South Africa.
Return Eligibility
You may request a return within 7 days of receiving your order, provided that the item:
- Is unused.
- Is in its original condition.
- Is returned in its original packaging.
- Includes all accessories and components.
- Is accompanied by proof of purchase.
Returns that do not meet these conditions may not be accepted.
Products That Cannot Be Returned
For hygiene, safety, or operational reasons, we cannot accept returns for:
- Products showing signs of use.
- Products damaged through misuse or negligence.
- Items modified or assembled incorrectly.
- Clearance or final-sale items clearly identified as non-returnable.
- Products missing original packaging or components.
Damaged or Defective Products
If your order arrives damaged or contains a manufacturing defect, please notify us within 48 hours of delivery.
To assist with your claim, please provide:
- Your order number.
- Photographs of the product.
- Photographs of the packaging.
- A brief description of the issue.
Where a manufacturing defect is confirmed, Nestora Home will arrange an appropriate resolution.
Incorrect Orders
If you receive the wrong product, please contact us within 48 hours.
We will arrange collection and replacement at no additional cost where the error is ours.
Return Process
To request a return:
- Contact our support team.
- Include your order number.
- Explain the reason for the return.
- Wait for return authorisation before shipping the product.
Unauthorised returns may not be accepted.
Return Shipping
Where a return is approved because:
- the wrong product was supplied,
- the item is defective,
- the product was damaged before delivery,
Nestora Home will cover reasonable return shipping costs.
Where a customer changes their mind or orders incorrectly, return shipping costs are generally the customer's responsibility unless otherwise agreed.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to the original payment method within a reasonable timeframe. The time taken for funds to appear may depend on your payment provider or financial institution.
Exchanges
Where stock is available, eligible products may be exchanged for:
- another size,
- another colour,
- the same product,
- an equivalent product of equal value (where appropriate).
Cancellations
Orders may be cancelled before dispatch.
If an order has already been shipped, it will be treated as a return request under this policy.
Consumer Rights
Nothing in this policy limits or excludes any rights available to consumers under applicable South African consumer protection legislation.