REFUND AND RETURN POLICY
Last updated: August 17, 2026
Nestchill creates personalized pet jewelry from customer-submitted photographs and an approved digital or 3D model. Because each piece is individually designed and produced for one customer, completed custom products generally cannot be resold and are final sale except as expressly provided in this policy or required by applicable law.
By placing an order, submitting customization materials, or approving a model, you acknowledge that you have reviewed and accepted this Refund and Return Policy together with our Terms of Service.
1. ORDER CANCELLATION
Cancellation eligibility depends on the stage reached when Nestchill receives and confirms the cancellation request:
Before 3D modeling work begins: If we receive and approve your cancellation request before any custom design or 3D modeling work has begun, you will receive a full refund.
After 3D modeling work has begun, but before physical production begins: You will receive a refund equal to 70% of the amount paid for the affected custom product. The remaining 30% is retained as a non-refundable custom design and 3D modeling fee for work already performed.
After final model approval and the start of physical production: The order is final and is not eligible for cancellation or a change-of-mind refund.
To request cancellation, email support@nestchill.com and include your order number. A cancellation request is not effective until Nestchill confirms the order stage and cancellation status in writing.
These cancellation rules do not apply when Nestchill cancels an order, cannot fulfill it, cannot ship it within the promised time and the customer does not agree to a revised date, or when a full refund is otherwise required by applicable law.
2. ORDER CHANGES AND MODEL REVISIONS
Before approving the digital or 3D model, you should request any necessary corrections to visible design details. Time spent preparing customer-requested revisions and waiting for customer feedback is not included in the estimated production time.
Final approval authorizes Nestchill to begin physical production based on the approved model. Changes requested after approval may be unavailable and, if accepted, may require additional design, material, labor, or production charges and may extend the completion date.
Nestchill is not responsible for errors in photographs, names, text, size, material, finish, chain option, shipping information, or other selections supplied or approved by the customer, except where Nestchill failed to follow the approved information.
3. PROBLEMS COVERED WITHIN 30 DAYS OF DELIVERY
Contact us within 30 days after delivery if the product:
is the wrong item;
contains a significant manufacturing defect;
is materially different from the final model or order specifications approved by the customer; or
arrived physically damaged in transit.
For an eligible claim, Nestchill will offer the customer either:
A free remake: We will reproduce the affected custom product without additional design, material, labor, or standard shipping charges; or
A full refund: If the customer prefers a refund rather than a remake, we will refund 100% of the amount paid for the affected product to the original payment method.
The remedy will apply only to the affected product or affected portion of the order. Nestchill may request reasonable photographs, video, packaging, shipping-label images, measurements, or other information necessary to verify the issue.
This policy does not limit any longer period, additional remedy, implied warranty, or consumer right that applies under federal, state, or local law and cannot lawfully be waived.
4. SHIPPING DAMAGE
Please report visible shipping damage within 48 hours after delivery by emailing support@nestchill.com. Include:
the order number;
clear photographs of the complete product;
clear photographs of the damaged area;
photographs of the outer packaging, inner packaging, and shipping label; and
a brief description of the condition in which the package arrived.
Prompt reporting helps us document the damage and pursue the carrier claim. Failure to report within 48 hours will not automatically eliminate any right or remedy that cannot legally be restricted, but delayed or incomplete evidence may make it more difficult to establish that damage occurred during shipment.
Please retain the product and all packaging until Nestchill confirms that the review is complete.
5. SITUATIONS NOT ELIGIBLE FOR A CHANGE-OF-MIND RETURN
Unless required by applicable law, a completed custom product is not eligible for return, exchange, cancellation, or refund solely because of:
a change of mind or the product no longer being needed;
the recipient not liking or wanting the product;
an incorrect size, material, finish, chain, package, text, photograph, address, or other option selected or approved by the customer;
dissatisfaction with a feature that was clearly visible in the final approved model;
a subjective difference in artistic interpretation where the finished product materially conforms to the approved model;
limitations caused by an unclear, cropped, low-resolution, poorly lit, or incomplete reference photograph that the customer chose to use after being informed of the concern;
minor variations in polishing, engraving, surface texture, tone, reflection, or finish that are normal in individually made metal jewelry and do not materially change the approved design; or
damage caused after delivery by misuse, accidental impact, improper storage, normal wear, exposure to chemicals, unauthorized alteration, or unauthorized repair.
These exclusions do not apply when Nestchill made the wrong product, failed to follow the approved model or specifications, supplied a materially defective product, or is otherwise responsible under this policy or applicable law.
6. MODEL APPROVAL AND PRODUCT APPEARANCE
The digital or 3D model is provided so the customer can review the recognizable design, pose, proportions, text, layout, and other visible details before physical production begins.
The final metal product may show minor differences from an on-screen model because of scale, material properties, manufacturing tolerances, engraving, polishing, lighting, photography, and screen display. Nestchill does not promise a numerical percentage of resemblance or an exact pixel-for-pixel reproduction of a photograph.
A difference is covered when the finished product materially departs from the approved model or order specifications, rather than merely reflecting a normal production variation or a subjective preference already represented in the approved design.
7. LOST OR UNDELIVERED ORDERS
No optional shipping protection purchase is required for Nestchill to review a package that appears lost or was not delivered.
If tracking stops updating for an unusual period, the carrier confirms loss, or the package was not delivered as agreed, contact support@nestchill.com. We may ask the customer to confirm the delivery address, check with household members or the delivery location, and cooperate with a reasonable carrier investigation.
When an order is confirmed lost or Nestchill otherwise determines that it was not delivered as agreed, we will provide the replacement or refund required by our Shipping Policy and applicable law. A refund legally required for an unshipped or undelivered order will be returned to the original payment method rather than issued only as store credit.
8. RETURN AUTHORIZATION
Do not send a product directly to our Hong Kong office or any other address without first contacting support@nestchill.com.
If a physical return is required, Nestchill will provide:
written return authorization;
the correct return address;
packaging and shipping instructions; and
a return label or reimbursement instructions when Nestchill is responsible for the approved claim.
The contact address shown in this policy is not necessarily the return-processing location. Unauthorized returns may be refused, delayed, lost, or returned to the sender and may not be eligible for reimbursement of shipping expenses.
9. REFUND PROCESSING
Approved refunds are issued to the original payment method. We will send a confirmation email when the refund has been submitted.
Estimated time for the refund to appear after processing:
Payment method
Typical processing time
PayPal
3–5 business days
Credit or debit card
5–10 business days, depending on the bank or card issuer
Other payment methods
Timing varies by provider; contact us for details
Financial institutions and payment providers control the time required to post a processed refund. Where applicable law requires a shorter or specific refund period, that requirement will apply.
10. CLAIM REVIEW AND DETERMINATION
Nestchill reserves the right to review each cancellation, return, remake, damage, non-delivery, and refund request using the order record, production stage, approved model, customer communications, photographs, tracking information, and other relevant evidence.
Nestchill will reasonably determine whether a request meets this policy and what remedy applies. Any such determination remains subject to the Terms of Service and all rights and remedies that cannot be excluded or limited under applicable law.
We may reject claims involving altered evidence, fraudulent conduct, abuse of the claims process, or refusal to provide information reasonably necessary to investigate the issue.
11. CONTACT US
Contact our support team before sending any item:
Nestchill
Email: support@nestchill.com
Website: https://nestchill.com
Response time: We generally respond within 1–2 business days.
Address: FLAT 1506, 15/F, CHEUNG FUNG COMMERCIAL BLDG, 21–25 CHEUNG SHA WAN ROAD, SHAM SHUI PO, HONG KONG