Return, Exchange, or Refund Policy

1. Return Conditions

Customers may submit a return request within 15 days of receiving the order in Australia.

• The right of return applies only to items that are unused, in original condition, and returned in their original packaging with all included accessories.
• Due to the nature of furniture products and store operations, direct replacement is not provided. All requests are processed as returns. If a different product is required, a new order must be placed through the website.
• Products made to order, customised, or produced according to customer specifications cannot be returned.
• Items must be returned in perfect condition. Returns showing signs of use or visible damage may be rejected.

A return shipping label is included inside the package upon delivery.

2. Return Request Procedure

To initiate a return, customers must:

Submit a written request via email within 15 days of receiving the order, including the order number and relevant details.

Wait for confirmation via email from customer support, including return instructions.

Carefully pack the product, preferably in the original packaging, and send the parcel using the included return shipping label.

3. Refund Policy

After the returned item is received and verified, the refund will be processed within 2–5 business days.

• Refunds will be issued using the original payment method unless otherwise agreed.
• Processing times for funds to appear may vary depending on the payment provider.

In the case of partial returns, only the amount corresponding to the returned items will be refunded.

If a product is damaged or not as described, the request will be assessed in accordance with the Australian Consumer Law under the Competition and Consumer Act 2010 (Cth).

4. Return Shipping & Inspection

Customers are responsible for ensuring the return parcel is shipped and delivered to the designated address.

Upon receipt, the returned product will be inspected.

Customers will be notified of the inspection result via email.

5. Contact Information

For any enquiries related to returns or refunds, please contact:

Address: 3-11-30 IKEDA-CHO, YOKOSUKA-SHI, KANAGAWA 239-0806, JAPAN
Email: priorityservice@nestgobay.com
Phone: +81 (906) 976 48 29
Customer Service Hours: Monday to Friday, 8:20 AM – 4:20 PM (AEST)
Service Area: Australia