Returns and refund

Nest and Nook Returns & Refunds Policy

At Nest and Nook, we are committed to delivering premium sleep products that help you rest better. We understand that purchasing a mattress is a significant decision, and while we stand behind the quality of our products, we also want to provide a fair return and refund process. Please read our Returns & Refunds Policy carefully to understand your rights and obligations.

120-Night Risk-Free Trial

We offer a 120-night trial period on all Nest and Nook mattresses. If you are not completely satisfied with your mattress, you may return it within 120 calendar days from the date of delivery, subject to the following conditions:

Return Eligibility Requirements:

  1. Return Shipping Responsibility:
    All returns must be shipped back to us at the customer’s expense. Nest and Nook does not cover or reimburse return shipping costs unless the return is due to a product defect or delivery damage reported within the designated time frame.

  2. Condition of the Mattress:
    To be eligible for a refund, the mattress must be returned in good condition, free from:

    • Stains (including but not limited to bodily fluids, food, drinks, and oils)

    • Rips, cuts, burns, or other physical damage

    • Mold or foul odors

    • Any other signs of misuse or neglect

    Mattresses that are soiled, damaged, or otherwise not in resellable condition will not be eligible for a refund. We reserve the right to reject returns or apply a partial refund based on the condition of the item upon inspection.

  3. Trial Period Limitations:

    • Each customer/address is entitled to one return per product type under the 120-night trial.

    • The trial period is applicable to standard-size mattresses only. Custom orders, special sizes, and promotional items may not be eligible unless specifically stated.

    • Returns initiated after 120 nights will not be accepted under any circumstances.

  4. Original Proof of Purchase:
    A valid order confirmation or receipt must be provided to initiate a return.

Damaged or Defective Deliveries

We take quality assurance seriously and strive to ensure every mattress arrives in pristine condition. If your mattress arrives damaged or defective, please follow these steps:

  1. Report Within 24 Hours:

    • You must notify us of any delivery-related damage within 24 hours of receiving the product.

    • Please email our customer care team at hi.nestandnook@gmail.com with your order number and include clear photographs of the damage and packaging.

  2. Free Return and Replacement:

    • If the damage is verified, we will arrange a free return pickup and dispatch a replacement mattress at no cost to you.

    • If a replacement is not available, we will issue a full refund, including any shipping fees you paid.

  3. Missed Damage Reporting Window:

    • Reports submitted after 24 hours of delivery may be ineligible for a free replacement or refund. In such cases, the return will fall under our standard 120-night return policy.

Refund Process

Once your return is received and inspected:

  • If approved, your refund will be processed to your original payment method within 7–14 business days.

  • If the mattress is found to be damaged, stained, or not in a returnable condition, we will notify you, and no refund will be issued. You may choose to have the mattress returned to you at your expense.

Important Exclusions

The following are not covered under our returns and refunds policy:

  • Normal wear and tear

  • Comfort preferences after the trial period

  • Unauthorized reselling or third-party purchases

  • Returns initiated outside of the 120-night trial

  • Mattresses kept in unsanitary conditions or stored improperly

  • Products damaged due to improper use, storage, or failure to follow care instructions

  • Returns from outside of our delivery zones or countries we do not serve

How to Initiate a Return

To start a return request, please contact us at:
📧 hi.nestandnook@gmail.com

Please include:

  • Your order number

  • Reason for return

  • Proof of purchase

  • Photos (if applicable)

Policy Changes

Nest and Nook reserves the right to update or modify this Returns and Refunds Policy at any time without prior notice. The version of the policy in effect at the time of purchase will apply.