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Nestoro Returns & Refunds Policy

Last updated: 12 June 2026

This Returns & Refunds Policy applies to all purchases made through Nestoro. It is designed to be clear, fair, and compliant with UK consumer law, including the Consumer Contracts Regulations and the Consumer Rights Act 2015.

1. Your legal right to cancel (14 days)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise your right to cancel, you must notify us within 14 days of delivery.

Once you notify us of cancellation, you have a further 14 days to return the item(s).

2. Return conditions

To be eligible for a return, items must:

  • Be unused and unwashed
  • Be returned in original packaging
  • Be in a resalable condition
  • Include all accessories, manuals, and parts supplied

We reserve the right to reduce or refuse a refund where returned items are damaged, incomplete, or not in a resalable condition.

3. Return costs (no free returns)

Customers are responsible for all return shipping costs, except where an item is faulty, damaged, or incorrect.

Original delivery charges are non-refundable, unless the return is due to a fault or an error on our part.

4. How to request a return

To start a return:

  1. Visit our Returns Portal via the store navigation
  2. Log in using your email address and verification code
  3. Select the order and item(s) you wish to return
  4. Submit your return request

If approved, you'll receive return instructions. Unless your item is faulty or incorrect, you are responsible for arranging and paying for return shipping.

5. Optional return collection service (£9.99)

If you prefer, Nestoro can arrange a return collection on your behalf via ParcelForce.

  • Collection fee: £9.99 per parcel
  • Fee is deducted from your refund
  • Collections must be requested at least 48 hours in advance
  • The item must be securely packaged
  • Someone must be available to hand the parcel to the driver
  • The driver is not required or permitted to enter your property
  • You must obtain and keep the collection receipt as proof of handover

This service is provided as a convenience only.

Refunds are processed only once the returned item has been received and inspected by Nestoro. If a return is lost and no proof of collection can be provided, we may be unable to issue a refund.

6. Refunds

  • Refunds are issued to the original payment method
  • Refunds are processed within 14 days of receiving the returned item(s)
  • We may reduce your refund if the item shows signs of use beyond what is necessary to inspect it

7. Faulty, damaged, or incorrect items

If your item is faulty, damaged on arrival, or incorrect, please notify us as soon as possible and within a reasonable time of delivery.

Where items were visibly damaged at the point of delivery, we request notification within 48 hours to help us investigate promptly. This notification request does not affect your statutory rights under the Consumer Rights Act 2015, including your 30-day right to reject faulty goods.

Where confirmed, we will offer a repair, replacement, or refund, in line with your statutory rights. Return postage costs will be covered by Nestoro where applicable.

8. Misuse, accidental damage & intentional damage

We reserve the right to refuse a refund where inspection shows that damage has occurred due to:

  • Misuse or neglect
  • Accidental damage after delivery
  • Incorrect assembly or use contrary to instructions
  • Intentional alteration or damage

Damage of this nature is not considered a fault under UK consumer law. Where a return is refused, the item may be returned to you at your cost.

9. Address accuracy & undeliverable parcels

Our system uses the address entered at checkout. Please ensure your full delivery address (including house number and postcode) is correct.

If an order is returned to us due to an incorrect or incomplete address provided at checkout:

  • We may resend the order once returned, at your cost, or
  • Issue a refund minus original delivery charges and any carrier return fees

If you choose to cancel after re-delivery, return postage remains your responsibility.

10. Non-returnable items (change of mind)

The following items are non-returnable unless faulty, due to hygiene, safety, or legal exemptions:

  • Used or washed products
  • Undergarments
  • Skincare and hygiene products
  • Breast pumps and intimate items
  • Personalised, bespoke, or made-to-order items
  • All ball pits (customer-selected colours and quantities)
  • Mattresses
  • Assembled furniture or large items
  • Electronics with broken seals or registered devices (including Tonies, Yoto, Owlet)
  • Prams, scooters, bikes, or ride-on items used outdoors or showing wheel marks

11. Large or bulky items (important information)

Some items are large, heavy, or bulky and may require specialist handling or courier services to return.

Customers are responsible for ensuring returned items are:

  • Securely packaged
  • Accessible for courier collection or handover

Where our optional return collection service is used, items must be available at the original delivery address and suitable for safe collection.

This section does not affect your return rights and is intended to set practical expectations only.

12. Sale, outlet & discounted items

  • Sale items follow the same 14-day legal return period
  • Outlet items are final sale unless faulty
  • Where a discretionary return is accepted, store credit may be issued

13. Gifts & free items

  • Gift returns are issued as store credit only
  • Free gifts must be returned unused with qualifying items
  • If not returned, we may deduct the full retail value from your refund

14. Excessive returns

We monitor return activity to prevent misuse. Where excessive or unreasonable return behaviour is identified, we reserve the right to:

  • Decline future refunds
  • Refuse future orders

You will be notified if this applies.

15. Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer laws.

16. Freight Forwarding & International Orders

This returns policy applies only to orders delivered to a UK address by Nestoro or our nominated delivery partners.

No refund, replacement, or return will be issued for any goods that have been, or are intended to be, delivered to a freight forwarding agent or re-shipping service and subsequently sent outside the United Kingdom.

Once goods have been delivered to a buyer-nominated freight forwarder, risk passes to the buyer and Nestoro's delivery and returns obligations are fulfilled in full. Any damage, loss, or deterioration occurring during or after onward transit is outside the scope of this policy.

For full details, see the Freight Forwarding section of our Shipping Policy.