Terms of service
Terms of Service
Last updated: June 3, 2026
Welcome to NeatNest.
These Terms of Service apply to your use of our website, online store, products, and services. By visiting our website, browsing our store, placing an order, or using any part of our services, you agree to be bound by these Terms.
Please read these Terms carefully before using our website. If you do not agree to these Terms, you should not use our website or purchase from us.
1. About NeatNest
NeatNest is an online retail store offering home, furniture, storage, and organisation products designed to help customers create a cleaner, tidier, and more organised living space.
Our store is hosted by Shopify, which provides the e-commerce platform that allows us to sell our products and services to you.
2. Online Store Terms
By using our website, you confirm that you are at least the age of majority in your country, region, or jurisdiction, or that you have permission from a parent or legal guardian to use the website.
You must not use our products, website, or services for any unlawful or unauthorised purpose. You must not attempt to damage, disrupt, hack, misuse, or interfere with the operation of our website.
Any breach of these Terms may result in the termination of your access to our services.
3. Products and Product Information
We aim to display our products, descriptions, images, prices, colours, sizes, specifications, and availability as accurately as possible. However, we cannot guarantee that your device’s display will accurately show product colours or details.
Product images are for illustrative purposes only. Slight variations in colour, size, finish, materials, packaging, or appearance may occur.
We reserve the right to change, update, remove, or discontinue any product at any time without notice.
4. Pricing and Payment
All prices are shown in the currency displayed on our website at checkout.
We reserve the right to change prices at any time without notice. Price changes will not affect orders that have already been placed and confirmed.
Payment must be made at checkout using one of the payment methods available on our website. By placing an order, you confirm that the payment details you provide are valid and that you are authorised to use the chosen payment method.
5. Orders and Acceptance
When you place an order, you will receive an order confirmation email. This confirms that we have received your order, but it does not guarantee acceptance of the order.
We reserve the right to refuse, cancel, or limit any order for reasons including, but not limited to:
Product unavailability
Pricing or product description errors
Suspected fraud or unauthorised activity
Incorrect customer or payment information
Delivery restrictions
Abuse of promotions, discounts, or offers
If we cancel your order after payment has been taken, we will issue a refund to the original payment method.
6. Shipping and Delivery
We aim to process and deliver orders within the estimated delivery time shown on our website or at checkout.
Delivery times are estimates only and are not guaranteed. Delays may occur due to supplier processing, courier delays, customs checks, high demand, weather, public holidays, customs processing, or events outside our control.
Some products may be shipped directly from our suppliers, manufacturers, or fulfilment partners. This may mean that items in the same order arrive separately.
Unless otherwise stated or agreed, we will deliver your order within 30 days of purchase.
You are responsible for providing accurate delivery information. We are not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete address details provided by you.
7. Returns, Refunds and Cancellations
Please refer to our Return and Refund Policy for full details on returns, refunds, exchanges, and cancellations.
We offer 30-day returns, provided the item meets the conditions set out in our Return and Refund Policy.
Your legal consumer rights are not affected. If you are a UK customer buying online, you may have the right to cancel your order within 14 days after receiving your goods, subject to legal exceptions.
Returned items must usually be unused, in their original condition, and in their original packaging where possible.
If an item is faulty, damaged, incorrect, or not as described, please contact us as soon as possible so we can review the issue and help resolve it.
Refunds will be made to the original payment method, unless otherwise agreed. It may take additional time for your bank or payment provider to process the refund.
8. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, defective, or incorrect, please contact us promptly with your order number, a description of the issue, and clear photos or videos where possible.
We will review the issue and may offer a replacement, refund, repair, partial refund, or another suitable solution depending on the situation and your legal rights.
9. Discount Codes and Promotions
Discount codes, promotions, and offers may be subject to additional terms and conditions.
We reserve the right to amend, suspend, or cancel discounts, offers, or promotions at any time.
Discount codes cannot usually be applied retrospectively to orders already placed unless we choose to allow this.
We reserve the right to cancel orders where a discount code or promotion has been misused.
10. Accuracy of Information
We try to ensure that all information on our website is accurate, complete, and up to date. However, we do not guarantee that all content will always be error-free.
There may occasionally be errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, delivery times, or availability.
We reserve the right to correct errors, update information, or cancel orders if any information on our website is inaccurate, even after an order has been submitted.
11. Account Information
You may be required to provide certain information when placing an order or creating an account.
You agree to provide accurate, current, and complete information. You are responsible for keeping your account details and password secure.
We are not responsible for any loss or damage arising from your failure to protect your account information.
12. Personal Information
Your submission of personal information through our website is governed by our Privacy Policy.
By using our website, you acknowledge that your personal information may be collected, used, and processed in accordance with our Privacy Policy.
13. Third-Party Services and Links
Our website may contain links to third-party websites, apps, tools, services, or payment providers that are not owned or controlled by us.
We are not responsible for the content, accuracy, policies, security, or practices of any third-party websites or services.
Your use of third-party websites or services is at your own risk and may be subject to separate terms and privacy policies.
14. Reviews, Comments and User Content
If you submit reviews, comments, photos, feedback, suggestions, or other content to us, you agree that we may use, display, edit, publish, or share that content for business, marketing, or website purposes.
You must not submit content that is unlawful, abusive, misleading, defamatory, obscene, offensive, or infringes the rights of another person.
We reserve the right to remove or edit user content at our discretion.
15. Intellectual Property
All content on our website, including text, images, logos, graphics, designs, product pages, icons, videos, and website layout, is owned by or licensed to NeatNest unless otherwise stated.
You may not copy, reproduce, distribute, sell, modify, or exploit any part of our website or content without our written permission.
16. Prohibited Uses
You must not use our website or services:
For any unlawful purpose
To violate any laws or regulations
To infringe our rights or the rights of others
To submit false or misleading information
To upload viruses, malware, or harmful code
To collect or track personal information of others
To spam, phish, scrape, crawl, or interfere with the website
To attempt to bypass security features
To abuse promotions, discounts, refunds, or returns
We reserve the right to terminate your use of our services if you breach these rules.
17. Limitation of Liability
We do our best to provide a reliable and high-quality service, but we cannot guarantee that our website or services will always be uninterrupted, secure, timely, or error-free.
To the fullest extent permitted by law, NeatNest will not be liable for any indirect, incidental, special, or consequential loss arising from your use of our website, products, or services.
Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or your statutory consumer rights.
18. Force Majeure
We are not responsible for delays or failures caused by events outside our reasonable control. This may include courier delays, supplier delays, strikes, natural disasters, extreme weather, war, pandemics, government restrictions, customs delays, technical failures, or other unexpected events.
19. Indemnification
You agree to indemnify and hold NeatNest harmless from any claim, demand, loss, liability, or expense arising from your breach of these Terms or your misuse of our website, products, or services.
20. Severability
If any part of these Terms is found to be unlawful, invalid, or unenforceable, that part will be removed or limited to the minimum extent necessary. The remaining sections will continue to apply.
21. Termination
These Terms remain in effect unless terminated by either you or us.
You may stop using our website at any time. We may suspend or terminate your access to our services if we believe you have breached these Terms.
22. Changes to These Terms
We may update these Terms from time to time. Any changes will be posted on this page with an updated “Last updated” date.
Your continued use of our website after changes are posted means that you accept the updated Terms.
23. Governing Law
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may also benefit from mandatory consumer protection laws in the country where you live.
24. Contact Information
If you have any questions about these Terms, please contact us at:
Email: [insert your support email]
Address: [insert your business or virtual office address]