Refund policy

This Return, Refund & Exchange Policy applies to all products purchased through the Neristahl website. Please read the following terms and conditions carefully before placing your order. This policy explains our order cancellation procedures, applicable statutory withdrawal rights, 30-day return and exchange service, return eligibility requirements, refund procedures, and the allocation of return shipping costs.

1. Order Cancellation Before Shipment

Customers may request to cancel an order if it has not yet been shipped.

Once the cancellation has been reviewed and confirmed, we will provide a full refund of the amount paid for the order. The refund will be issued to the original payment method used for the purchase.

The time required for the refunded funds to appear in your account may vary depending on the processing time of your bank, card issuer, or payment service provider.

If you wish to cancel an order, please contact our customer service team as soon as possible. Once an order has been shipped, it can no longer be canceled under our order cancellation procedure. However, you may be eligible to request a return in accordance with the terms of this policy and applicable consumer protection laws.

2. Statutory Right of Withdrawal (14-Day Return Period)

Under applicable consumer protection laws, consumers in certain regions, including consumers covered by applicable European Union consumer protection regulations, may have a statutory right to withdraw from a purchase contract.

Where this statutory right applies, consumers may withdraw from their purchase contract within 14 days of receiving the goods without providing a reason and without obtaining our prior approval, subject to applicable legal requirements and exceptions.

To exercise this right, the consumer must send us a clear and unambiguous notice of withdrawal by email or another valid means of communication within the applicable 14-day period.

The withdrawal notice should include the following information:

  • Order number.

  • Consumer's full name.

  • Contact information.

  • Details of the product or products being returned.

  • A clear statement expressing the consumer's intention to exercise the right of withdrawal.

Once a valid withdrawal notice has been submitted, the consumer must send the goods back within 14 days after notifying us of the decision to withdraw, where required by the applicable statutory withdrawal rules.

Requirements for Returns Under the Statutory Right of Withdrawal

When exercising a statutory right of withdrawal, the following requirements and principles apply, subject to the mandatory consumer protection laws governing the purchase:

  • The product should be kept in good condition. Consumers may handle and inspect the product to the extent reasonably necessary to establish its nature, characteristics, and functionality.

  • The product should not have obvious signs of use, stains, or damage caused by the consumer beyond what is necessary for the permitted inspection.

  • We recommend retaining and using the original packaging when returning the product to help ensure adequate protection during transportation.

  • All accessories, instruction manuals, warranty documents, labels, and other items supplied with the product should be included in the return.

If a product's value has decreased because it was handled or used beyond what is necessary to establish its nature, characteristics, and functionality, we may adjust the refund amount where permitted by applicable law.

Nothing in this section is intended to limit or exclude any mandatory statutory withdrawal rights or other consumer protections that apply to a particular purchase.

3. 30-Day Return and Exchange Service

In addition to any statutory 14-day withdrawal rights that may apply, Neristahl offers a 30-day return and exchange service.

Customers may submit a return or exchange request within 30 days of receiving their products.

To initiate a request, customers must contact us by email and provide the following information:

  • Order number.

  • Product information.

  • Reason for the return or exchange.

  • Relevant product photographs or supporting documentation, where applicable.

All requests submitted under our 30-day return and exchange service are subject to review and confirmation by our customer service team.

Our team will review the order details, the reason for the request, and the condition of the product to determine whether the request meets the applicable requirements of this policy.

The 30-day service is separate from statutory consumer rights. Where applicable law provides consumers with rights that differ from or exceed the terms of this service, those statutory rights will apply.

4. Defective Products or Incorrect Orders

If you receive a home furnishing product that has a quality issue or does not match your order, you may contact us to request an appropriate resolution.

Examples of qualifying issues include, but are not limited to:

  • Cracks in wooden furniture components.

  • Manufacturing defects that affect the product's normal use.

  • Receipt of an incorrect model, color, or size.

Depending on the circumstances, the nature of the issue, and applicable legal requirements, customers may request one of the following resolutions:

  • A full refund.

  • A replacement of the correct product at no additional charge.

For returns resulting from product quality issues or errors on our part, we will cover the relevant return transportation costs.

If your order arrives damaged, defective, or incorrect, please contact our customer service team and provide your order number, a description of the issue, and photographs or other supporting evidence where applicable. This information will help us assess the situation and determine the appropriate resolution.

Our review process does not limit any mandatory remedies or consumer rights available under applicable law.

5. Return and Exchange Requirements

For returns and exchanges under our 30-day service, returned products should meet the following requirements:

  • The product must be kept in good condition.

  • The product should not show obvious signs of use beyond what is necessary to inspect it.

  • The product should not have stains, damage caused by the customer, or other conditions that affect its resaleability.

  • Product labels must remain intact and must not have been removed or torn off.

  • All accessories, instruction manuals, warranty documents, and other items supplied with the product must be included in the return.

We recommend keeping the original packaging whenever possible. If the original packaging is unavailable, customers must ensure that the product is adequately protected during transportation to help prevent additional damage.

For furniture and other large items, appropriate packaging and protective materials are particularly important because insufficient protection may result in damage during transit.

These return requirements apply subject to any mandatory statutory rights that may prevent a particular condition from being imposed on a consumer.

6. Return and Exchange Request Procedure

Step 1: Submit a Request

Customers should contact us by email to initiate a return, refund, or exchange request.

Please provide the following information:

  • Order number.

  • Detailed product information.

  • Reason for the request, such as dissatisfaction with the design, incompatibility with your home decor, or a product quality issue.

  • Relevant photographs or other supporting documentation, where necessary.

Providing complete and accurate information helps our customer service team review your request more efficiently.

Step 2: Order and Product Review

After receiving your request, our customer service team will review the relevant order and product information. The review may include:

  • Verifying the authenticity and details of the order.

  • Checking whether the purchase date falls within the applicable return or withdrawal period.

  • Reviewing whether the product condition meets the applicable return requirements.

  • Assessing whether the product has an actual defect or whether an incorrect item was shipped.

Once the review is complete, we will notify you of the outcome by email or phone.

Where additional information is required, our team may contact you for clarification or supporting documentation.

Step 3: Return the Product After Approval

If your return request is approved, we will provide the appropriate return address by email.

Because return addresses may differ depending on the product category and warehouse location, please do not send a product back without first confirming the correct return address with our customer service team.

When returning a product, please ensure that:

  • The product is packed with appropriate protective materials to help prevent further damage during transportation.

  • The package includes the relevant return or exchange information, including the order number, product details, and reason for the request.

  • A trackable shipping method is used so that the return shipment can be monitored.

If a return shipping label is included in the product packaging, please use that label as the preferred method for completing the return process.

If the return label is lost, missing, or cannot be used, please contact our customer service team for assistance before proceeding.

Customers exercising statutory withdrawal rights may return products in accordance with the applicable legal requirements, even where our standard return authorization procedures differ. Please contact us for the correct return address and practical shipping instructions.

7. Refund Processing

After we receive the returned product, we will inspect its condition and review whether it meets the applicable refund requirements.

Once the returned product has been confirmed as eligible for a refund, the refund will be processed using the original payment method used for the purchase.

If the return involves a product defect, an incorrect order, or another issue covered by applicable consumer protection laws, the refund or other remedy will be handled in accordance with this policy and the applicable legal requirements.

Any adjustment to a refund because of a decrease in product value will be made only where permitted by applicable law.

8. Refund Methods and Processing Times

Refund Processing Time

Refunds will generally be processed within 1–5 business days after we receive and confirm the returned product, provided that the return meets the applicable refund requirements.

For order cancellations before shipment, the refund will be processed after the cancellation has been reviewed and confirmed, in accordance with the cancellation terms described in this policy.

The stated processing period refers to the time required for us to process the refund. It does not necessarily represent the total time required for the funds to appear in your account.

Refund Method

Refunds will be issued to the original payment method used to complete the purchase. This procedure helps maintain transaction security and provides a traceable record of the refund.

The time required for the refunded funds to appear in your account may vary depending on the processing procedures of your bank, credit card company, or payment service provider.

If the refund has been processed but has not appeared in your account after the usual processing period, please contact your payment provider for further information. You may also contact our customer service team if you need assistance confirming the refund status.

Where applicable law requires a different refund procedure or deadline, the applicable statutory requirements will take precedence.

9. Return Shipping Cost Policy

9.1 Returns for Customer-Related Reasons

If the reason for a return is related to the customer's preference or purchasing decision, return shipping costs will generally be the customer's responsibility.

Examples include, but are not limited to:

  • The customer no longer likes the product.

  • The product's design does not meet the customer's expectations.

  • The product does not match the customer's home decor or interior design style.

  • The customer purchased the wrong product.

We do not charge an additional return handling fee under this policy.

However, the customer may be responsible for the applicable return shipping costs for these types of returns, subject to any mandatory statutory requirements that apply to the purchase.

9.2 Seller Errors or Product Defects

If a return is necessary because of an error or issue attributable to us, we will cover the relevant return shipping costs.

Examples include:

  • We shipped the wrong product.

  • The product has a manufacturing defect.

  • The product was damaged during transportation.

Depending on the circumstances, we will provide one of the following resolutions:

  • A full refund.

  • A replacement product at no additional charge.

We will assess the reported issue and coordinate the appropriate return or replacement arrangements with the customer.

9.3 Damage Caused by the Customer

If a product has been damaged or rendered unsuitable for resale because of improper use, incorrect installation, unauthorized modification, or other damage caused by the customer, we may be unable to provide a refund or exchange under our standard return service.

Any decision concerning refund eligibility, deductions for a decrease in value, or the availability of a replacement will be subject to applicable consumer protection laws and any mandatory statutory rights that apply to the purchase.

10. Contact Information

If you have any questions about refunds, returns, exchanges, order cancellations, or the application of this policy, please contact our customer service team using the information below.

Business Name: Neristahl

Email: customer@neristahl.com

Phone: +1 (904) 638-2741

Business Address: 8090 Atlantic Blvd #G112, Jacksonville, FL 32216, United States

Business Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time (CT)

When contacting us about an existing order, please include your order number and a clear description of your question or concern. Providing these details will help our team identify the order and assist you more efficiently.

We appreciate your business and are committed to providing clear return instructions, transparent refund procedures, and helpful customer support throughout your shopping experience with Neristahl.