Returns & Refunds

Effective Date: October 23, 2026

This policy applies to individual consumer customers who purchase NestWorks products through NestWorks official channels for delivery in the United States. Business-to-business (B2B) purchases are governed by a separate written agreement with NestWorks. If you purchased from a third-party reseller, please follow that reseller's return and refund policy.

All refunds, returns, and exchanges are processed only after we receive the returned product and complete inspection.

Returns & Refunds at a Glance

Unless otherwise stated, restocking fees are calculated on the total price of the returned goods, including paid taxes and shipping.

Order Not Yet Shipped

  • Return window: Before dispatch.

  • Refund: Full refund.

  • Return shipping: No charge.

Order in Transit

  • Return window: After dispatch, before delivery.

  • Handling: Package interception may be requested but is not guaranteed. If interception fails, follow the return process after delivery.

  • Fees: Customer bears interception fees and any additional taxes.

Delivered, Unopened (Non-Quality Issue)

  • Return window: Within 7 calendar days after delivery.

  • Refund: Refund minus 10% restocking fee.

  • Return shipping: Customer pays return freight. NestWorks can arrange freight booking and deduct the cost from the refund.

Opened, Unused (Non-Quality Issue)

  • Return window: Within 7 calendar days after delivery.

  • Condition: Original packaging intact.

  • Refund: Refund minus 15% restocking fee.

  • Return shipping: Customer pays return freight.

Used Product (Spindle Runtime Under 10 Hours)

  • Return window: Within 7 calendar days after delivery.

  • Condition: No damage or missing parts.

  • Refund: Refund minus 30% restocking fee.

  • Return shipping: Customer pays return freight.

Used Product (Spindle Runtime 10 Hours or More), or Damaged / Missing Parts

  • Change-of-mind returns are not supported.

  • Performance faults are handled under the Warranty Policy.

Manufacturing Defect

  • Return window: Within 14 calendar days after delivery.

  • Resolution: Free replacement. After 14 calendar days, repairs are handled under the Warranty Policy.

  • Shipping: NestWorks covers round-trip shipping for replacement.

Shipping Damage

  • Reporting window: Within 48 hours of delivery for cargo insurance claims.

  • Return window: Within 14 calendar days.

  • Requirements: Damage photos and carrier documentation.

  • Resolution: After verification, free replacement parts or a new unit, covered by cargo insurance.

  • Shipping: Covered by NestWorks.

Refused Delivery, No One Available to Sign, or Wrong Address

  • Refund: Product amount minus round-trip freight and a 15% restocking fee calculated on the total product value (excluding taxes and freight).

  • Shipping responsibility: Customer.

If applicable consumer protection law sets a lower cap or prohibits restocking fees for merchant-responsibility returns, the local statutory standard applies.

Return Windows

You may request a return under the following circumstances:

  • Within 14 calendar days of receipt: The product has a serious malfunction, manufacturing defect, or functional problem.

  • Within 14 calendar days of receipt: The product was substantially damaged in transit, and you can provide a damage certificate issued by the carrier.

  • Within 7 calendar days of receipt: The product is unopened, not activated, and in brand-new condition (change-of-mind return).

Returned products are inspected before any refund is issued. If full testing confirms the reported issue does not exist, a shipping fee will be charged per unit and deducted from the refund, together with the value of any missing accessories, cables, blades, manuals, or other original package contents.

Returns of non-defective products within 7 calendar days of delivery, such as a blade showing normal wear, are at your own shipping cost.

Returns Not Accepted

We do not provide return service in the following situations:

  1. The return request is submitted after the applicable window: 7 calendar days after delivery for change-of-mind returns, or 14 calendar days after delivery for quality-issue returns.

  2. The returned product is missing accessories, cables, blades, manuals, or any item from the original package.

  3. The product or its accessories have external damage such as cracks, dents, or scratches, except confirmed shipping damage.

  4. NestWorks evaluation and testing show that the defect or fault was caused by user error, such as drops, incorrect power supply, or liquid ingress.

  5. Complete testing confirms that the product has no defect.

  6. You cannot provide a purchase receipt, invoice, or related documents, or there are reasonable grounds to believe the documents are forged or altered.

If a product is confirmed non-refundable, you may request that we return it to you at your own shipping cost.

Once a return is confirmed, you must ship the product according to our instructions within 14 calendar days; otherwise, the return right is deemed waived.

How to Return a Product

1. Submit a Request

Contact NestWorks support at support@nestworks.ai or through https://www.nestworks.ai/support.

Provide your order number, issue description, and supporting evidence. Returns without approval will not be accepted.

2. Approval and RMA Number

Once approved, we will send you a Return Merchandise Authorization (RMA) number and return instructions.

3. Pack and Ship Back

Pack the product securely, clearly mark the RMA number on the outer package, and ship it within the required time.

4. Inspection and Processing

After receiving the product, we will inspect it. For confirmed returns, the refund is issued to the original payment method within 5–7 business days. For confirmed exchanges, the replacement product is shipped with a new tracking number.

The return address will be provided once your return is approved. Items sent back without prior confirmation are at your own risk.

Refund Timing

We usually complete inspection within 3–5 business days after receiving the returned product and notify you by email of the result and supporting records.

Approved refunds are normally issued to the original payment method and original currency.

For heavy-goods returns, refunds are arranged within 10 business days after warehouse inspection is completed.

Bank or payment provider posting times vary. If you do not receive a refund after a reasonable period, please check with your payment provider or bank first.

Heavy-Goods Return Baseline

  1. All returns require RMA pre-approval. Unauthorized freight-collect shipments will be refused.

  2. Returns must be shipped in the original packaging, including a wooden crate or pallet. If non-original packaging causes transit damage, the customer bears responsibility.

  3. Missing parts will be deducted at their corresponding value.

  4. Refunds are arranged within 10 business days after warehouse inspection is completed.

  5. If a fault was not declared in advance with the return, an inspection fee and round-trip shipping fees will be charged.

Exchanges

We offer exchange service in the following situations:

  1. Within 14 calendar days after delivery, the product was materially damaged in transit, with carrier-issued damage proof.

  2. Within 14 calendar days after delivery, you received the wrong product.

  3. Within 14 calendar days after delivery, the product has a serious fault or manufacturing defect.

The warranty period for an exchanged product restarts from the date you receive the replacement product.

All exchanged products must be returned in the original packaging. Improper packaging may void warranty coverage and incur fees.

If NestWorks has confirmed in writing that any payable amount outside warranty coverage applies, it must be settled before the replacement is shipped. If the exchange is due to a product quality issue, you do not bear such fees.

Once an exchange is confirmed, you must ship the original product according to instructions within 14 calendar days; otherwise, the exchange right is deemed waived.

Exchanges Not Available

Exchanges are not available in the following situations:

  1. The exchange request is submitted more than 14 calendar days after delivery.

  2. The returned product is missing original packaging, accessories, cables, blades, manuals, or any item, or is not in new/like-new condition, such as cracks, dents, or scratches.

  3. The returned product is missing all original accessories or contains items damaged by user error.

  4. Evaluation and testing show that the defect or functional issue was caused by user error, such as drops, incorrect power supply, or liquid ingress.

  5. Complete testing confirms that the product has no defect. If you request return of the product, you bear the shipping cost.

  6. You cannot provide original proof of purchase, or there are reasonable grounds to believe it is forged or altered.

  7. You cannot provide carrier-issued shipping damage proof and did not refuse the package on delivery. All shipping damage must be reported within 7 calendar days after package delivery.

  8. The product was damaged by force majeure, such as fire, flood, lightning, or traffic accident.

If you assert repair, replacement, or return rights under mandatory applicable law, such as statutory conformity warranty, statutory withdrawal right, or consumer guarantee, and those rights conflict with the limitations above, those limitations do not apply.

NestWorks will provide remedies within the scope required by law.

State Law Rights

This policy does not affect any other rights you may have under applicable state or jurisdictional law.

If you purchased from a third-party website or other channel, such as a retail purchaser or reseller, please follow that reseller's own return and exchange policy.