Refund and Returns Policy

Right of Withdrawal

In accordance with articles 52 and following of the Consumer Code, if you have purchased one or more of our products, you can exercise the Right of Withdrawal, without any justification, within 14 days (“Withdrawal Period”) from one or more of the following cases:

If you have purchased a single product, the 14-day period begins on the day you or a third party who physically received the product on your behalf take possession of the physical product;
If you have purchased more than one product and we ship them on different dates, the 14-day period begins on the day you or a third party who physically received the product on your behalf take possession of the last physical product;
If you have purchased a product consisting of multiple parts (“multiple pieces” or “lots”), the 14-day period begins on the day you or a third party who physically received the product on your behalf take possession of the last physical product.

When You Can’t Apply the Right of Withdrawal?

There are cases in which, according to article 59 of the Consumer Code, it is not possible to exercise the Right of Withdrawal. These cases, while not limited to those listed below, include:

Contracts for services after the complete performance of the service, but only if the contract requires the consumer to pay, provided that the performance has begun with the consumer’s prior express consent and acceptance of the fact that they will lose their right of withdrawal following the complete performance of the contract by the professional(1)(2);
The supply of goods made to the consumer’s specifications or clearly personalized;
Contracts where the consumer has specifically requested a visit from the professional for the purpose of carrying out urgent repair or maintenance work. If, during such a visit, the professional provides services beyond those specifically requested by the consumer or goods other than spare parts necessary for carrying out the maintenance or repairs, the right of withdrawal applies to such additional services or goods;
The supply of sealed audio or video recordings or sealed computer software that has been opened after delivery;
These exceptions to the right of withdrawal are listed in article 59 of the Consumer Code.

(1) Exceptions to the right of withdrawal do not apply to contracts concluded in the context of unsolicited visits by a professional to a consumer’s home or organized excursions by a professional with the purpose or effect of promoting or selling products to consumers.

(2) In service contracts that require the consumer to pay when the consumer has specifically requested a visit from the professional for the purpose of carrying out repair work, the consumer loses the right of withdrawal after the service has been fully performed, provided that the performance has begun with the consumer’s prior express consent.

To ensure a purchasing experience that is as clear and transparent as possible, in cases where you cannot apply the Right of Withdrawal, you will find a specific and express communication in the Product Description.

How Can I Exercise the Right of Withdrawal?

To exercise the Right of Withdrawal, you must inform us before the expiration of the Withdrawal Period.

In this regard, to exercise the Right of Withdrawal you can:

Complete the following Form. You will be asked for photos of the product and the reason why you have decided to exercise this right. Once we receive this request, we will send you an email confirming receipt of the Online Withdrawal Declaration with the relevant time references.
Submit any other explicit statement of your decision to withdraw from the contract (“Withdrawal Declaration”). This Withdrawal Declaration must be sent by registered mail to the address: Via Livello, 9/11, 42047, Rolo (RE) – Italy. In this Withdrawal Declaration, we ask you to indicate the order number, the Product(s) for which you intend to exercise the Right of Withdrawal and the address to which it was sent.

Does Exercising the Right of Withdrawal Incur a Cost?

Because we believe in 360-degree sustainability, in our specific case, it concerns not only the product or the process but also the transportation of the goods. Since transportation also has an impact, for every return that is made, we commit to funding associations that plant trees worldwide to counteract the impact generated by the transportation for the return of the goods.

For this reason, the transportation cost, requested by the carrier you have chosen, for the return of the goods will be at your expense.

To assist you, upon your explicit request and after receiving payment, we can handle the shipment from the address you’ve chosen to our headquarters.

In this case, we will email you the files in .pdf format that you will need to print and include inside the package and on the outer, visible parts of the package.

How Should I Return the Product?

The product must be properly packaged and protected and must be shipped to the address Via Livello, 9/11, 42047, Rolo (RE) – Italy within the 14-day period (“Withdrawal Period”) from the date you communicated your intention to exercise the Right of Withdrawal.

As described in the section “Does Exercising the Right of Withdrawal Incur a Cost?” the return of the product may be arranged by a carrier of your choice or, upon your explicit request, by our carrier. In both cases, the shipping costs will be at your expense.

Please note that you will be held responsible for any decrease in the value of the goods resulting from handling of the product other than what is necessary to establish the nature, characteristics, and functioning of the Product.

You may certainly inspect, test or verify the product, but you must not use it or damage it in any way! Therefore, you are required to keep the product with due care and diligence and return it to us in perfect condition for the intended use, free from signs of wear or dirt, complete in every part, accompanied by all accessories and instructional leaflets, with identifying labels, tags, if present, still attached to the Product and intact and unaltered.

Since our products sold on the Website are original and shipped in their authentic packaging, in the event you decide to exercise the Right of Withdrawal, you must return the products to us as you received them, preferably in their original packaging, and including any accessories (e.g., cables, batteries, manuals…) and/or elements that are an integral part of them.

Furthermore, please be informed that the right of withdrawal cannot be exercised in relation to parts and/or accessories of the product but only on the product as a whole.

Moreover, if the product for which you have exercised the Right of Withdrawal has undergone a decrease in value resulting from handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the Product, the amount to be refunded to you will be reduced by an amount equal to such decrease in value.

We will, of course, inform you of this circumstance and the consequent reduced refund amount within 5 working days of receiving the product, via email, with appropriate justification and attaching photos where necessary.

When Does the Right of Withdrawal Become Ineffective?

The Right of Withdrawal becomes ineffective when it has not been exercised in accordance with the provisions of the applicable regulations and when:

It is exercised after the 14-day limit (“Withdrawal Period”).
The product to be returned and/or the box it is shipped in is/are customized.
The product is returned unsuitable for the intended use and with signs of wear or dirt.
The product is not returned complete in every part.
The product is not returned with all accessories and manuals and/or instructional leaflets.
The product is not returned with identifying labels, tags, if present, still attached to the Product and intact and unaltered.
The original product is not returned.
The product is returned partially or completely damaged.

In all these cases, you will not be able to exercise the Right of Withdrawal. We will, of course, inform you of this circumstance within 5 working days of receiving the product, via email, with appropriate justification and attaching photos if necessary. In this case, the product you have sent us will be available for you to collect at our center at the address Via Livello, 9/11, 42047, Rolo (RE) – Italy, and you will be responsible for arranging logistics for its retrieval.

Overview

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards.
Downloadable software products.
Some health and personal care items.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use.
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@nestart.it

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@nestart.it and send your item to: Via Livello, 9/11, 42047, Rolo (RE) – Italy.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Via Livello, 9/11, 42047, Rolo (RE) – Italy..

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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Last Update: 29/02/2024