Refund & Exchange Policy

Effective Date: 16th  May, 2026

This Refund & Exchange Policy (“Policy”) is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of Nest Originals, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.

Nest Originals is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of refund and exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.

WHEREAS

• Nest Originals (the “Company”) recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;
• The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;
• In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing exchange requests and non-cash refund claims in the form of promotional codes or credit notes;
• This Policy applies to all customers purchasing products from the Nest Originals website, or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product exchanges, credit note issuance, reverse shipping procedures, and grievance escalation.

NOW THEREFORE, Nest Originals hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.

1. DEFINITIONS AND INTERPRETATION

1.1. Definitions

In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:

• “Act” Shall mean the Consumer Protection Act, 2019, including the Consumer Protection (E-Commerce) Rules, 2020, and any applicable law, amendments or rules issued thereunder, which govern the rights and obligations of consumers and sellers in India.
• “Customer” Shall mean any individual or entity that has purchased or placed an order for products offered by Nest Originals through its official website, or any other authorized sales channel.
• “Exchange” Shall mean the process through which a customer returns a product in accordance with the terms of this Policy and receives either a replacement of the same product in a different size or a credit note/promo code of equivalent value, subject to inspection and eligibility.
• “Credit Note” or “Promo Code” Shall mean a unique, non-transferable, one-time-use alphanumeric code issued by the Company in lieu of a monetary refund, which can be redeemed against future purchases from Nest Originals for the same value as the returned product.
• “Return Request” Shall mean a formal request initiated by the customer within the prescribed timeline to exchange an eligible product, subject to compliance with the conditions of this Policy.
• “Reverse Shipping” shall mean the process of collecting and sending the product back to Nest Originals from the Customer, at the sole cost and responsibility of Nest Originals, through its designated logistics partner or any reliable courier or delivery service arranged by the Company.
• “Eligible Product” Shall mean a product that qualifies for exchange under this Policy, provided it is unused, unwashed, undamaged, has its security seal unbroken, and is returned with original packaging and tags intact.
• “Non-Returnable Product” Shall mean products expressly excluded from return or exchange due to hygiene, safety, customization, broken security seals, or other commercial considerations, as notified by the Company.
• “Grievance Redressal Officer” or “GRO” Shall mean the designated officer appointed by the Company for addressing and resolving consumer complaints, in accordance with Rule 4 of the Consumer Protection (E-Commerce) Rules, 2020.
• “Products” or “Product” shall mean apparel, merchandise, or any other items offered for sale by the Company on its official website or platform.

1.2. Interpretation

• In addition to the terms defined above, certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
• Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
• References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
• Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings.
• Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
• The terms “hereof”, “herein”, “hereto” and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
• All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.

2. PURPOSE

The purpose of this Refund & Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges and refunds. This Policy is designed to ensure that customers of Nest Originals (“Company”) are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for exchange. The Policy is further aimed at aligning Nest Originals’ return and refund practices with applicable Indian consumer protection laws.

This Policy also reinforces Nest Originals’ commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds and shipping responsibilities. The Company follows a non-cash refund model, wherein eligible returns result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned product, rather than a direct monetary refund. Through this Policy, Nest Originals seeks to maintain a consistent and principled approach to after-sale engagement with its customers.

In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.

3. PROCESSING TIMELINE

• All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays as per Clause 3(b) of the Shipment Policy.
• Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or return/exchange timelines under this Policy.
• Late delivery notice: If Nest Originals anticipates a delay in processing an order beyond the standard 24 to 48 working hours, the customer shall be notified of such delay at least one (1) working day in advance. This clause applies only to delays in order processing prior to dispatch and does not cover delays arising after the order has been handed over to third-party logistics providers.

4. SCOPE OF THE ELIGIBILITY FOR EXCHANGE

The Customers may request an exchange for eligible products purchased from Nest Originals, subject to the terms and conditions outlined herein. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and accept or reject exchange requests at its sole discretion.

A product shall be eligible for exchange only if all the following conditions are satisfied:

CRITERION

REQUIREMENT

Condition of Product

The product must be unused, unworn, unwashed, undamaged, with the security seal strictly unbroken and intact, and returned in its original packaging with all original tags, labels, and accessories intact.

Purpose of Exchange

Exchanges shall be accepted only in the following cases:

(a) size-related concerns within the same product;

(b) defective or damaged products, except for categories expressly barred under Clause 5;

(c) change-of-mind requests, solely for products where the description explicitly states that “change-of-mind exchange is permitted.”

Timeframe for Exchange Request

The customer must initiate the exchange request within 7 days from the date of delivery of the product, by writing to the designated email ID or through the platform’s exchange request portal.

Proof of Delivery & Packaging

The customer must provide a valid shipment tracking ID and may be requested to share an unboxing video or photographs for validation in case of product damage or defect.

Non-Returnable

Conditions falling under Clause 5.

Original Invoice

A copy of the original invoice or order confirmation must be included in the return parcel.

Any product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without any issuance of a credit note or replacement. The Company will not be liable for any products lost or damaged during the return transit initiated by the customer.

5. NON-ELIGIBILITY FOR EXCHANGE

Nest Originals is committed to maintaining high standards of quality and customer satisfaction. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for exchange.

An exchange shall not be permitted under the following conditions:

• Broken Security Seal: Strictly no returns or exchanges will be accepted if the tamper-evident security seal is broken, altered, or removed.
• Used, worn, or washed products: Products that show any visible signs of wear, use, washing, ironing, fragrance application, or tampering.
• Missing original tags or packaging: Products returned without the original tags, size labels, packaging, or invoice.
• Exchange request initiated after the timeline: If an exchange request is not raised within 7 days of delivery or if the approved product is not dispatched within 3 calendar days, the request will be rendered invalid.
• Damage caused by the customer: Products damaged due to improper handling, cutting, tearing, staining, or exposure to water or chemicals.
• Multiple exchange requests for the same order: Only one exchange is allowed per order. Multiple or repeated requests for the same product/order ID will not be processed.
• Clearance, discounted, or promotional sale items: Products marked as “Final Sale,” “Non-Returnable,” or part of a clearance offer at the time of purchase.

PLEASE NOTE: ANY PRODUCT RECEIVED BY THE COMPANY IN VIOLATION OF THE ABOVE CONDITIONS SET FORTH IN THIS CLAUSE SHALL BE RETURNED TO THE CUSTOMER, AND NO CREDIT NOTE OR PROMO CODE WILL BE ISSUED IN SUCH CASES.

• Wrong Item Delivered: If an incorrect item is delivered, customers must initiate an exchange within 48 hours of delivery with photos of the product, packaging, and invoice. After verification, Nest Originals will arrange return shipping and send the correct item or issue a credit note at no extra cost.
• Inventory Unavailability: In cases where an approved exchange product becomes unavailable due to inventory issues, Nest Originals shall notify the customer and issue a credit note within 7 to 10 business days. Customers may also choose an alternate product of the same value via a credit note or promo code.

6. PROCESS OF EXCHANGE, STEP BY STEP

Nest Originals provides a seamless and customer-friendly exchange mechanism. Customers seeking an exchange must strictly adhere to the step-by-step process outlined below:

Additional Provisions:

• Exchange shall be permitted only once per order.
• Nest Originals does not currently provide reverse pickup or in-house courier collection.
• Exchange requests raised through any mode other than email or outside the stipulated timeframes shall be considered invalid.

STEP

ACTION

DESCRIPTION

Step 1

Initiate Exchange Request

Within 7 days of delivery, submit an exchange request via the Website or by emailing support@nestoriginals.com with subject: “Exchange Request – [Order ID]”.



Required information: Reason for exchange, photographs of the product with tags/security seal intact, copy of the invoice, and unboxing video (if requested).

Step 2

Review & Approval

Nest Originals will review the request within 2 business days and notify approval or rejection based on Policy eligibility.

Step 3

Customer Arranges Return

Upon approval, Nest Originals arranges reverse pickup via designated logistics within 3 calendar days at Company cost. The package must include the unused product with intact security seals, tags, original invoice, and secure packing.

Step 4

Audit & Verification

Nest Originals inspects the returned product for compliance (including the unbroken security seal). Inspection may take up to 3 business days.

Step 5

Issuance of Promo Code

If the product passes inspection, a unique, non-transferable promo code equal to product value will be issued, valid for 90 days, via email.

Step 6

Exchange Timeline

All approved exchanges will be completed within 7–10 working days from receipt of the returned product.

7. CREDIT NOTE / PROMO CODE POLICY

Nest Originals does not provide refunds in the form of cash, bank transfers, or original mode of payment. For all approved exchange requests, the Company issues a non-cash refund in the form of a credit note/promo code.

Issuance of Credit Note:

Upon successful inspection and approval, Nest Originals shall issue a promo code representing the equivalent monetary value of the exchanged product, excluding shipping charges.

The promo code shall be subject to the following conditions:

• Linked to the original order ID and the Customer’s registered account;
• Issued only after the returned product has successfully passed the internal quality inspection (including verification of the unbroken security seal);
• Valid for a single use only and cannot be split or combined with other codes;
• Applicable exclusively on future purchases made through the official Nest Originals website.

Validity and Conditions of Use:

The credit note shall remain valid for ninety (90) calendar days from the date of issuance.

• The promo code must be applied at checkout at the time of placing a new order;
• No balance or residual value shall be carried forward if the order value is less than the promo code value;
• If the order value exceeds the promo code value, the Customer pays the balance amount;
• The promo code cannot be redeemed for cash or transferred.

8. OBLIGATIONS OF THE CUSTOMER

To initiate and complete a valid exchange request under this Policy, the Customer must comply with the following mandatory obligations:

The Customer shall ensure that any product being returned to Nest Originals is:

1. In unused, unwashed, and unworn condition;
2. Free from stains, perfume, damage, or any sign of wear;
3. Accompanied by all original tags, labels, manufacturer packaging, and an unbroken, intact security seal; and
4. Returned in secure, tamper-proof packaging to avoid any damage during transit.

Nest Originals reserves the right to reject any exchange request if the returned product fails to meet the above conditions, and such product shall be returned to the Customer at their own cost, without issuance of a credit note.

To substantiate claims of product damage or manufacturing defects, Nest Originals may request an unboxing video clearly showing the package being opened from a sealed state, with the product, invoice, and tags visibly identifiable.

The Customer acknowledges that original shipping charges paid at the time of purchase are non-refundable.

9. REFUND AND EXCHANGE LIMITATIONS

Nest Originals adopts a transparent, credit-based exchange model. Under no circumstances shall the Company provide refunds in the form of cash, bank transfer, digital wallet credit, card reversal, UPI refund, or through the original mode of payment.

Nest Originals expressly reserves the right to deny or reject any exchange request if the returned product:

• Fails to meet the eligibility criteria (e.g., A Broken Security Seal);
• Is found to be used, washed, stained, worn, or damaged;
• Is returned without original tags, packaging, or invoice; or
• Is received after the prescribed timelines.

10. PROCEDURE FOR RAISING CONCERNS (GRIEVANCE REDRESSAL MECHANISM)

In accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020, Nest Originals has established a formal Grievance Redressal Mechanism.

Grievance Redressal Officer (“GRO”) Details:

• Name: Kunal Arya
• Designation: Grievance Redressal Officer
• Email: support@nestoriginals.com
• Office Hours: Monday to Friday, 10:00 AM to 6:00 PM (IST), excluding public (gazette) holidays.

Customers who are dissatisfied may raise a formal grievance by sending a written complaint via email to the GRO. The written grievance must include:

• Full name of the customer
• Order ID and product details
• Nature of the complaint or issue faced
• Copies of relevant communication, if any

The Grievance Officer shall acknowledge receipt of the complaint within 48 (forty-eight) hours and endeavor to resolve it within 15 (fifteen) days.

11. GOVERNING LAW & JURISDICTION

This Policy and all matters arising out of or in connection with it shall be governed by and construed in accordance with the laws of the Republic of India. Subject to Clause 10 (Grievance Redressal Escalation), the courts situated in New Delhi, India, shall have exclusive jurisdiction over all disputes arising from this Policy.

12. AMENDMENT TO THE POLICY

Nest Originals reserves the right to modify, revise, suspend, or withdraw this Refund & Exchange Policy at any time, without prior notice and at its sole discretion. Any such amendments shall be published on the official website of Nest Originals and shall take effect immediately upon posting.

Now Therefore, This Refund & Exchange Policy is effective as of December 18th, 2025 and shall remain in force until amended or withdrawn by the Company. By placing an order through the Nest Originals website or application, the customer acknowledges that they have read, understood, and agreed to abide by the terms of this Policy in its entirety.