Refund policy
Returns & Refunds
We want you to love your NeatNest furniture. If something isn't right, here's exactly how returns and refunds work — no jargon, no runaround.
Changed your mind?
You have 14 days from the day your order arrives to let us know you'd like to return it. Just email us at support@neatenest.com with your order number and we'll talk you through the next steps.
Once you've told us, you then have 14 days to send the item back. To be refunded in full, the item needs to be:
- Unused and in the same condition you received it
- Packed in its original packaging, with all fittings and instructions included
For change-of-mind returns, you cover the cost of return postage. Because our furniture is larger and heavier than most parcels, we'd recommend keeping the original packaging until you're sure you're keeping the item.
Arrived damaged or faulty?
We check every order, but if your item turns up damaged, faulty, or not as described, that's on us — not you.
Please email support@neatenest.com within 48 hours of delivery with your order number and a few photos of the problem. We'll arrange a free replacement or a full refund, including any delivery costs, with nothing to pay for return postage.
Under the Consumer Rights Act 2015, you're also entitled to reject a faulty item for a full refund within 30 days of receiving it.
How refunds work
Once we've received your returned item (or proof that it's on its way back to us), we'll process your refund within 14 days. Refunds go back to your original payment method. Depending on your bank, it can take a few extra days to appear.
Items we can't accept back
For hygiene and safety reasons, we can't accept returns on:
- Items that have been assembled, used, or damaged after delivery (unless faulty)
- Made-to-order or custom items, where stated on the product page
This doesn't affect your legal rights if an item is faulty.
Cancelling before dispatch
If you'd like to cancel an order that hasn't shipped yet, email us at support@neatenest.com as soon as you can and we'll stop it where possible and refund you in full.
Need a hand?
Email support@neatenest.com and a real person will get back to you. We'd always rather help you put something right than lose you as a customer.