Refund policy
We want you to be satisfied with your NESTORA purchase. This policy explains our 30-day return process and your statutory consumer rights.
30-Day Return Period
You may request a return within 30 calendar days after the date you receive your order. This commercial return period supplements, and does not reduce, any mandatory rights available to you under applicable consumer law.
Return Eligibility
Returned goods should be complete and should only have been handled to the extent necessary to establish their nature, characteristics, and functioning. Please return the goods, where reasonably possible, with their original packaging, accessories, labels, and proof of purchase. A reduction in value caused by handling beyond what is necessary may be reflected in the refund to the extent permitted by law.
We do not currently sell customized or personalized goods, gift cards, final-sale goods, or hygiene-sealed goods subject to special return exclusions. Your statutory rights remain available for goods that are defective, damaged, or not as described.
How to Start a Return
1. Contact us at support@neonestora.com within 30 days after delivery. Include your order number, the item you wish to return, and the reason for the request so we can assist you efficiently.
2. Our customer service team will provide a return authorization, a prepaid return label, and the correct return instructions.
3. Send the authorized return within 14 days after receiving the return instructions.
Please contact us before sending any return. The return facility processes authorized shipments using the instructions provided by our team, which helps us identify your order and complete the refund promptly.
Return Shipping
NESTORA pays the return shipping cost for authorized returns and provides a prepaid return label. Please use the label and shipping method supplied by our customer service team.
Return Facility
Authorized returns are directed to our Netherlands return facility:
NESTORA Returns
2106 Hoofdlaan
4661 AA Halsteren
Noord-Brabant
The Netherlands
Do not send goods to this address before receiving authorization and the applicable return instructions from support@neonestora.com.
Refunds
After we receive and inspect the returned goods, we will notify you of the outcome and process any approved refund within 5 business days. Refunds are issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.
Where mandatory withdrawal rules apply, we will reimburse the eligible payments received from you, including any standard outbound delivery charge actually paid, within the applicable legal deadline. We may wait until we receive the goods or you provide evidence that you sent them back, whichever occurs first, where the law permits.
EU/EEA Right of Withdrawal
If you are an EU or EEA consumer, you generally have the right to withdraw from an online purchase without giving a reason within 14 days after receiving the goods. You may exercise this right by sending a clear statement to support@neonestora.com or by using the online cancellation function made available on our store. Our 30-day return period gives you additional time to request a return.
Damaged, Defective, Incorrect, or Missing Items
If an item arrives damaged, defective, incorrect, incomplete, or materially different from its description, contact support@neonestora.com as soon as reasonably possible. Include your order number and a description of the issue. Photographs can help us resolve the matter faster when appropriate. We will arrange a suitable remedy, such as repair, replacement, price reduction, or refund, in accordance with applicable law, and we will cover the associated return cost.
Exchanges
We process exchanges through a refund and a new order. Request a return for the original item, and place a new order for the preferred item when convenient. This allows availability, payment, and tracking to remain clear.
Cancellations and Address Changes
Before dispatch, you may contact support@neonestora.com to request an order cancellation or address change. We will confirm whether the request can be completed before shipment. Once an order has been dispatched, its delivery address cannot be changed through our store. If you no longer want the item after dispatch, you may use the 30-day return process after delivery.
Model Withdrawal Statement
You may use the following wording, although it is not mandatory:
To NEOMALL LLC, operating NESTORA: I hereby give notice that I withdraw from my contract for the sale of the following goods: [goods]. Ordered on/received on: [date]. Order number: [number]. Consumer name and address: [details]. Date: [date].
Return Questions
For return or refund questions, contact support@neonestora.com. Customer service is available Monday through Friday, 09:00-17:00 Netherlands time, excluding Dutch public holidays.