Refund policy

Return & Refund Policy

Last updated: 5 July 2026

At NESORA, we want you to love every purchase. If something isn't quite right, we're here to help. This policy explains how returns, refunds and exchanges are handled.

Returns

You may return most unused items within 30 days of receiving your order.

To be eligible for a return, your item must:

  • Be unused and in its original condition.
  • Be returned in its original packaging where possible.
  • Include any accessories or components supplied with the product.

Unfortunately, we cannot accept returns for items that have been used, damaged after delivery, or returned outside of the 30-day return period unless they are faulty.

Unwanted Items

If you've changed your mind, you can return your order within 30 days, provided it meets the return conditions above.

Customers are responsible for the cost of return postage unless:

  • The item is faulty.
  • The wrong item was received.
  • The item arrived damaged.

For your peace of mind, we recommend using a tracked delivery service when returning items, as we cannot accept responsibility for returns lost in transit.

Faulty or Damaged Items

We take great care in preparing every order. However, if your item arrives damaged or develops a fault, please contact us as soon as possible.

Email us at hello@nesora.co.uk and include:

  • Your order number.
  • A brief description of the issue.
  • Photographs of the damage or fault where possible.

We'll work with you to resolve the issue quickly and may offer a replacement, repair or full refund where appropriate.

Refunds

Once we receive and inspect your returned item, we'll let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Please note that your bank or card provider may take additional time to process the refund after it has been issued.

Exchanges

We do not currently offer direct exchanges.

If you'd like a different item, simply return your original purchase (if eligible) and place a new order through our website.

Non-Returnable Items

The following items cannot usually be returned:

  • Personalised or custom-made products (unless faulty or damaged).
  • Gift cards.
  • Products that cannot be resold for hygiene reasons once opened, where applicable.

Incorrect Delivery Information

Please ensure your delivery address is correct before completing your order.

NESORA cannot accept responsibility for orders shipped to an incorrect address provided by the customer.

If an order is returned to us due to an incorrect address, we may be able to resend it, although additional delivery charges may apply.

Lost or Delayed Deliveries

If your order has not arrived within the expected delivery timeframe, please contact us at hello@nesora.co.uk.

We'll work with the delivery provider to investigate the issue and keep you updated throughout the process.

How to Start a Return

To request a return, please email hello@nesora.co.uk with:

  • Your order number.
  • Your full name.
  • The item(s) you'd like to return.
  • A brief reason for the return.

We'll provide you with the next steps and return instructions.

Questions?

If you have any questions about your order, a return or this policy, we're always happy to help.

✉️ hello@nesora.co.uk

Thank you for choosing NESORA. We truly appreciate your support and look forward to helping you create a calmer, more organised home.