Every Nesthavi piece is printed the moment you order it, in your size and your colour. Nothing sits in a warehouse waiting for a buyer. That keeps waste low, and it also means this policy works a little differently from a normal retail shop — please read it before you check out.

1. When we replace or refund an order

You are covered, free of charge, if any of the following happens:

  • The item arrives torn, stained, or damaged in transit.
  • The print is faded, cracked, off-centre, blurred, or printed on the wrong garment.
  • You receive the wrong design, size, colour or product.
  • The item is clearly different from the photo and description on its product page.
  • Something is missing from a multi-item order.
  • The carrier confirms your parcel is lost.

Tell us within 30 days of the delivery date shown by the carrier. If the parcel never arrives and no delivery date exists, you have 30 days from the last estimated delivery date.

2. How to open a claim

Email [email protected] with:

  • your order number and the name on the order;
  • a short description of what is wrong;
  • one photo of the whole item, laid flat;
  • one close-up photo of the fault;
  • a photo of the shipping label if the wrong item arrived.

Please keep the item and its packaging until we have finished reviewing your claim. We normally reply within one to two business days, and may ask for one extra photo if the fault is hard to see.

3. What we can offer

  • A free reprint of the affected item, made and shipped at our cost.
  • A refund for the affected item.
  • A full refund, including the original shipping fee, when the whole order is affected or lost.
  • A partial refund when only part of the order is affected.

In almost every case you do not need to post anything back to us. If a return is genuinely required, we will send you a return authorisation and the correct address first.

4. How long a refund takes

We release approved refunds within 3–5 business days. Your bank, card issuer or PayPal then needs a further 5–10 business days to post the money to your account. That second step is out of our hands. Refunds always go back to the method you paid with — we cannot send them anywhere else.

5. What is not covered

Because each item is cut and printed for one person, we cannot refund or reprint when:

  • the wrong size or colour was selected at checkout;
  • a name, number or other personalisation was typed incorrectly;
  • you changed your mind after production started;
  • the fit is not what you expected but matches the size guide on the product page;
  • the shade looks slightly different from your screen — monitors and phones vary.

Please check size, colour, spelling and address carefully before paying.

6. Changing or cancelling an order

Production can begin within a few hours. Write to us as soon as you know something is wrong and we will do our best. Once your item is in production it cannot be changed or cancelled, because it is already being made for you. We never charge a cancellation fee for requests we can accept.

7. Address problems

You are responsible for a complete, correct delivery address, including any apartment or unit number. We cannot cover parcels that are delayed, returned or misdelivered because the address was wrong or incomplete, because delivery was refused, or because the parcel was never collected. If a parcel comes back to us, contact us — a reshipping fee may apply.

8. Marked delivered but missing

Before contacting us, please check your mailbox, porch, garage, building reception and safe places; ask anyone else at the address; and request delivery confirmation from the carrier. Some carriers scan a parcel as delivered up to two business days early. If it still cannot be found, write to us and we will share whatever the carrier tells us, although we cannot guarantee a refund for a parcel the carrier has confirmed as correctly delivered.

9. Lost and delayed parcels

Delivery estimates are estimates, not guarantees. Weather, customs, holidays and carrier backlogs all cause delays we cannot control. We treat a parcel as lost when domestic tracking has not moved for 15 business days, or international tracking for 30 business days. A late but delivered parcel is not by itself grounds for a refund.

10. International orders

Import duty, local tax and customs handling fees are set by your own country and are payable by you. We cannot refund those charges, refund orders refused because the charges were not paid, or compensate for customs delays.

11. Sale items

Discounted items carry exactly the same protection against faults, damage and mistakes. They are simply not returnable for change of mind.

12. Before you open a dispute

Please give us a chance first. A reprint or refund from us is usually faster than a chargeback, and most problems are solved in a single email. If a dispute is opened, we will share order details, production records and tracking with the payment provider. Nothing here limits the rights you have under the consumer law that applies to you.

13. Contact

Nesthavi customer care — [email protected]

Last updated: September 18, 2026

Nesthavi Limited
Registered office: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
Email: [email protected]