Return Policy

Touch Nest Return Policy –

Last Updated: 3/23/2025

At Touch Nest, we aim to provide a hassle-free shopping experience. However, if you need to return a product, our policy is designed to comply with Dutch consumer laws (Wet Koop op Afstand - Distance Selling Act) while ensuring fairness to both our customers and our business.

1. Return Period – 14 Days Cooling-Off Period (Wettelijke Bedenktijd)

  • Under Dutch law, customers have 14 days from the day they receive their order to return an item without giving a reason.
  • This cooling-off period applies only to unused and unopened items in their original condition.
  • If the 14-day window expires, we may still accept returns under certain conditions but reserve the right to decline or apply a restocking fee.

2. Eligible Products for Returns

The following products can be returned within the legal return period:
✔️ Unused and unopened items in their original packaging.
✔️ Products that arrived damaged, defective, or incorrect.
✔️ Products with a manufacturing defect (must be reported within 48 hours).
✔️ Items where return eligibility is stated on the product page.

3. Non-Returnable & Exempt Items

Certain items are not eligible for return due to hygiene, safety, or personalization reasons:
❌ Hygiene-related products (e.g., nasal strips, oral care, health products).
❌ Personalized or customized items.
❌ Gift cards or digital goods.
❌ Used or damaged items (unless received defective).
❌ Products without original packaging and accessories.
❌ Perishable goods or items with a short shelf life.

4. Return Shipping Costs & Responsibility

  • If you change your mind and return an item under the 14-day cooling-off period, you must cover the return shipping costs.
  • If a product arrives damaged, defective, or incorrect, Touch Nest will cover the return shipping costs.
  • Return shipping labels are provided upon request for approved returns.

5. Return Process & Required Steps

To initiate a return, follow these steps:

1️⃣ Email us at [support@touchnest.nl] within the return period with:

  • Order number
  • Reason for return
  • Photos (if damaged or incorrect product)

2️⃣ Wait for approval – We will review your request and provide a return authorization.

3️⃣ Pack the item securely in its original condition with all accessories.

4️⃣ Ship it back to our return address within 7 days of return approval.

5️⃣ Get your refund or exchange once the item is received and inspected.

6. Refund Processing Time

  • Refunds are processed within 5-10 business days after receiving the returned product.
  • Refunds will be issued using the original payment method.
  • If using Klarna, AfterPay, or other third-party financing, the refund will be processed through them.
  • Shipping costs (if applicable) are non-refundable unless the return is due to our error.

7. Exchange Policy

  • Exchanges are only available for defective or incorrect items.
  • If an exchange is needed for a different size, color, or model, customers must return the item first and place a new order.

8. Late or Missing Refunds

  • If a refund has not been received after 10 business days, check your bank or PayPal first.
  • If the issue persists, contact us, and we will investigate.

9. Returning High-Value or Bulk Orders

  • Orders above €500 or bulk orders may require additional verification before approval.
  • A 15% restocking fee may apply to large returns that are not defective.

10. Product Warranty & Defective Items

  • Some products come with a manufacturer’s warranty.
  • If an item becomes defective within the warranty period, we will assist with the manufacturer claim.

11. Refused & Undeliverable Packages

  • If a package is refused or undeliverable due to incorrect address entry, we will refund the order amount minus shipping costs.
  • If re-delivery is requested, customers must cover additional shipping fees.

12. Right to Refuse or Modify Returns

  • We reserve the right to refuse returns that do not meet our policy requirements.
  • If an item is returned used or damaged, we may offer a partial refund instead of a full refund.
  • If an item is returned outside the legal 14-day period, we may refuse or charge a restocking fee.

13. Return Address & Contact Information

📍 Return Address: Tolhuis2777,6537MP,Netherlands
📧 Email: support@touchnest.nl

14. Customer Responsibility for Product Condition

  • Customers must handle products with care during the return period.
  • If an item is damaged due to misuse, a refund will not be granted.

15. Dispute Resolution & Dutch Consumer Protection

  • Our return policy complies with the Dutch Distance Selling Act.
  • If a customer believes their rights have been violated, they can contact ACM ConsuWijzer (Authority for Consumers & Markets in the Netherlands).
  • We are open to amicable dispute resolution before legal action.