Refund policy
Our Returns Window
We offer a 30-day return window. You have 30 days from the date of delivery to request a return for any reason, subject to the conditions below.
To be eligible, your item must be unused, in its original condition, with any tags attached and in its original packaging. Proof of purchase (such as your order confirmation email) is required.
To start a return, contact us at hello@nestandwillow.com. Please do not send items back without contacting us first. Once your return is authorised, we will issue a Return Reference Number to include with your package. Items sent without prior authorisation may not be identifiable and could result in a delay or rejection of your refund.
UK Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason, without providing a justification. This is in addition to our 30-day goodwill returns window above.
To exercise your right to cancel, notify us within 14 days of delivery at hello@nestandwillow.com. You then have a further 14 days to return the item to us.
Exceptions and Non-Returnable Items
The following items cannot be returned unless faulty or not as described:
- Custom or personalised items.
- Opened or used hygiene-sensitive products: for hygiene and safety reasons, we cannot accept returns on any item that has been opened or used where the product comes into contact with milk, skin, or a baby's mouth. This includes breast pumps and feeding accessories. Under the Consumer Contracts Regulations 2013, the statutory right to cancel does not apply to sealed goods that have been unsealed after delivery where return is unsuitable on hygiene grounds.
Your statutory rights under the Consumer Rights Act 2015 apply in full for any item that arrives damaged or develops a fault, regardless of whether it has been opened or used.
Change of Mind Returns
If you are returning an item because you have changed your mind or it is no longer needed, the following applies:
- The item must be unused, in its original packaging, and returned within our 30-day window.
- We will provide a prepaid Royal Mail return label for all change of mind returns. The cost of this label (£6.99) will be deducted from your refund.
- Please use only the return label we provide. We are unable to accept responsibility for returns sent via alternative couriers or services.
- Once we receive and inspect the item, your refund will be issued to your original payment method within 14 calendar days of approval, minus the £6.99 return label fee.
Faulty, Damaged, or Incorrect Items
Please inspect your order upon arrival. If your item arrives faulty, damaged, or incorrect, contact us immediately at hello@nestandwillow.com with your order number and clear photographs of the issue.
Under the Consumer Rights Act 2015:
- Within 30 days of delivery: you are entitled to a full refund.
- Between 30 days and 6 months: we will offer a repair or replacement in the first instance. If neither is possible, a full refund will be provided.
We will provide a prepaid Royal Mail return label for all faulty, damaged, or incorrect item returns at no cost to you. Please use only the label we provide.
Exchanges
We do not offer direct exchanges. If you would like a different item, size, or variant, please return your original item following the process above and place a new order once your return is approved. For change of mind exchanges, the £6.99 return label fee will be deducted from your refund as normal. If your original item was faulty or incorrect, return shipping is covered in full at no cost to you.
Return Shipping Costs Summary
| Reason for Return | Who Pays | Method |
|---|---|---|
| Change of mind | Customer (£6.99 deducted from refund) | Prepaid Royal Mail label provided by Nest & Willow |
| Unwanted gift | Customer (£6.99 deducted from refund) | Prepaid Royal Mail label provided by Nest & Willow |
| Ordered wrong size or variant | Customer (£6.99 deducted from refund) | Prepaid Royal Mail label provided by Nest & Willow |
| Item arrived damaged or faulty | Nest & Willow (no charge) | Prepaid Royal Mail label provided by Nest & Willow |
| Item not as described | Nest & Willow (no charge) | Prepaid Royal Mail label provided by Nest & Willow |
| Incorrect item sent | Nest & Willow (no charge) | Prepaid Royal Mail label provided by Nest & Willow |
Refunds
Once we receive and inspect your return, we will notify you of the outcome by email. If approved, your refund will be processed to your original payment method within 14 calendar days of that approval. For change of mind returns, the £6.99 return label fee will be deducted from the refund amount.
If you have not received your refund within 14 calendar days of our approval email, please contact us at hello@nestandwillow.com.
Return Address
All returns are processed at our UK Returns Centre:
Nest & Willow, Unit 168106, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH, UK
Please note: this is a logistics hub and is not open to the public for in-person returns.
International Fulfillment Note: While products are dispatched from our international fulfillment centre to offer you the best value, all returns are processed at our UK Returns Centre in Poole for your convenience.
Contact Us
Nest & Willow is a trading name of TEECOMMERCE 01 LIMITED
Registered Office Address: Unit 2904-05, 29/F Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong
UK Correspondence Address: 27 Old Gloucester Street, Holborn, London, United Kingdom, WC1N 3AX
Email: hello@nestandwillow.com
Phone: 0333 090 2272
Hours: Monday - Friday, 09:00 - 17:00 (UK time)
We aim to respond to all enquiries within 24 hours
You can also reach us using the form on our Contact Us page.