Refund Policy

At NESTRO, we want you to shop with complete confidence. If something isn't right with your order, we're here to make it right. Please read our refund policy below.

1. Eligibility for Refunds/Replacements

You may be eligible for a refund or replacement if:

  • The product received is damaged, defective, or broken
  • You received the wrong item
  • The item is missing parts or accessories as described on the product page

2. ⚠️ Important: Unboxing Video Required

To raise any claim for a damaged, defective, wrong, or incomplete product, you must record an unopened, uncut unboxing video of your parcel.

  • The video must start before opening the package and continue without any cuts or edits until the product is fully unboxed.
  • This video is mandatory proof for us to process your refund, replacement, or return request.
  • Claims submitted without a valid unboxing video will not be accepted, as we're unable to verify the condition of the product at the time of delivery.

This step protects both you and us — it helps us resolve genuine issues quickly and fairly, without unnecessary back-and-forth.

3. Non-Refundable Situations

We're unable to offer a refund or replacement in the following cases:

  • Change of mind after delivery
  • No unboxing video provided, or video appears edited/cut
  • Product damage caused by misuse after delivery
  • Claims raised after the return window has closed (see Section 5)

4. How to Raise a Refund Request

  1. Contact us within [15 days] of receiving your order
  2. Share your order ID, a brief description of the issue, and the unedited unboxing video
  3. Our team will review your request 
  4. Once approved, we'll process a replacement or refund based on your preference and product availability

5. Return Window

All refund/replacement requests must be raised within [15 days] of the delivery date. Requests made after this window may not be eligible for review.

6. Refund Processing

Once your request is approved:

  • Refunds will be credited back to your original payment method within [5-7 business days]
  • Replacements will be dispatched within [3-4 business days], subject to stock availability

7. Our Promise

Sometimes, despite our best efforts, a product may reach you with an issue — it happens. But you won't be left frustrated or ignored. Just follow the steps above, and we'll personally make sure it's sorted.

NESTRO — Fewer Choices, Better Choices.

8. Contact Us

For any refund or replacement queries, reach out to us at:

Email: nestore.info@yahoo.com