Refund policy

Return and Refund Policy

At Nesr (operated by KINDNEST SUPPORT PTY. LTD.), we take pride in the quality of our products and want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. Our return window is valid for 30 days from the date of product delivery.

1. 30-Day Free Returns Window

You have exactly 30 calendar days from the date your tracking status shows "Delivered" to request a return. To be eligible for a return, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the same pristine condition that you received it.
  • It must be in its original packaging, including all protective materials, tags, and original boxes.
  • A valid proof of purchase or your original Nesr order number must be provided.

2. Zero Return Fees (Free Returns)

We do not charge any restocking fees. Furthermore, return shipping is completely free for our United States customers. Whether you are returning items due to manufacturing defects, damage during transit, or a simple change of mind, we will provide you with a pre-paid shipping label via email once your return request is approved.

3. How to Initiate a Return

  1. Send an email to our formal customer support team at care@nesr.shop within 30 days of delivery. Include your order number and the reason for the return (please attach clear photos if the item arrived broken or damaged).
  2. Our team will review your request within 24 to 48 hours and send you a complimentary pre-paid return shipping label and detailed instructions.
  3. Print the return label, securely pack the item in its original box, and drop it off at the designated shipping carrier location.

⚠️ Important Notice on Return Destinations: To ensure the fastest processing time, all returned items are routed directly to our designated partner fulfillment and return center located within the United States. Please do not send your purchase back to our statutory corporate registration office in Australia or the dispatch address listed on the original shipping box without contacting us first. Returns shipped without prior corporate authorization and an official pre-paid Nesr return label cannot be processed or refunded.

4. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival. If the product is defective, damaged, or if you received the wrong item, contact us immediately at care@nesr.shop. We will expedite a free replacement or arrange a full refund right away without any additional cost to you.

5. Refund Processing Timeline (Within 10 Days)

Once your returned item is received and inspected at our US return facility, we will send you an email notifying you that we have received your package. We will also notify you of the approval or rejection of your refund based on the item's condition.

  • Approval Status: If the return complies with our outlined policy, your refund will be approved immediately.
  • Refund Method: The purchase amount will be credited back exclusively to your original payment method (Credit Card, PayPal, etc.).
  • Timeframe: We guarantee to process and clear your refund within 10 business days from the moment our facility signs for the returned package. Please note that your bank or credit card company may take an additional 2 to 5 business days to post the transaction to your account.

Corporate Customer Contact

For any inquiries regarding returns, missing refunds, or policy clarifications, please contact our legal entity details below:

  • Brand Name: Nesr
  • Company Name: KINDNEST SUPPORT PTY. LTD.
  • ABN (Australian Business Number): 39 697 495 051
  • ACN (Australian Company Number): 697 495 051
  • Corporate Address: Suite 2, 795 Gympie Rd, CHERMSIDE, QLD, 4032, Australia
  • Email: care@nesr.shop
  • Phone: +61 489909853 (Available Monday to Friday, 9:00 AM - 5:00 PM AEST)