NKNEST Returns, Refunds & Warranty Policy
At NKNEST, we are committed to providing quality furniture, exceptional comfort and a reliable shopping experience.
We understand that purchasing furniture online is an important decision. To help you shop with confidence, we offer a 30-day return policy on eligible unopened products.
Please read the following policy carefully before placing your order.
1. 30-Day Return Policy
NKNEST offers a 30-day change-of-mind return policy on eligible products.
To qualify for a return, the following conditions must be met:
- The return request must be submitted within 30 days of receiving your order.
- The product must be unused, unopened and in its original condition.
- All original packaging must remain intact.
- All accessories, components and complimentary items must be included.
- The product must be suitable for resale.
- Proof of purchase must be provided.
All change-of-mind returns are subject to inspection and approval by NKNEST.
Please contact our Customer Care Team before returning any item.
This voluntary return policy does not limit your rights under Australian Consumer Law.
2. Vacuum-Compressed Sofa Returns
NKNEST sofas and selected ottomans are vacuum-compressed to reduce packaging size and make transportation more convenient.
Once the vacuum-sealed packaging has been opened and the sofa has expanded, we cannot accept change-of-mind returns or exchanges.
This is because expanded sofas cannot be restored to their original vacuum-compressed packaging, making return transportation, storage and resale impractical.
We strongly recommend checking your product’s colour, fabric, dimensions and specifications before opening the packaging.
Unopened vacuum-compressed sofas may be returned within 30 days of delivery, provided they meet all eligibility requirements.
This restriction applies only to change-of-mind returns. Customers retain all applicable rights under Australian Consumer Law if a product is faulty, damaged, incorrectly described or otherwise fails to meet consumer guarantees.
3. Non-Returnable Items
The following items are not eligible for voluntary change-of-mind returns:
- Vacuum-compressed sofas that have been opened or expanded.
- Products that have been used, assembled, altered or damaged after delivery.
- Products with missing or damaged original packaging.
- Custom-made or personalised products once production has commenced.
- Final clearance items clearly marked as non-returnable for change of mind.
- Complimentary gifts or promotional items returned separately from the original order.
These exclusions do not affect your statutory consumer rights.
4. Return Shipping Costs
For approved change-of-mind returns:
- Customers are responsible for all return shipping costs.
- Products must be securely packaged in their original packaging.
- We recommend using a tracked and insured delivery service.
- Customers are responsible for the returned goods until they are received by NKNEST.
- Any return shipping charges quoted by NKNEST must be accepted before the return is arranged.
Where a return is required because a product fails to meet Australian Consumer Law guarantees, NKNEST will meet its legal obligations regarding reasonable return shipping or collection costs.
For large or difficult-to-transport faulty products, NKNEST will arrange collection where required by law.
Please do not send products back without receiving return instructions from our Customer Care Team.
5. Refunds & Payment Processing Fees
Once your returned product has been received, our team will inspect it to confirm that it meets the applicable return requirements.
You will be notified by email once your refund request has been reviewed.
Approved refunds will normally be initiated within 3–7 business days after approval.
Refunds will be issued to the original payment method. The time required for funds to appear in your account may vary depending on your bank or payment provider.
Payment Processing Fees
For voluntary change-of-mind returns, the following payment processing fees may be deducted from the refund, where permitted by law and disclosed before purchase:
Payment Method Processing Fee
- Stripe 3%
- PayPal 3%
- Afterpay 7%
These fees are calculated as a percentage of the original payment amount.
Any applicable deduction will be communicated as part of the return approval process.
For approved change-of-mind returns, original delivery costs may also be non-refundable where this was disclosed before purchase and is permitted by law.
Important: No payment processing fee or original delivery cost will be deducted from a refund where doing so would conflict with Australian Consumer Law.
6. Order Cancellations & Changes
Before Dispatch
If your order has not yet been dispatched, you may contact our Customer Care Team to request:
- Cancellation of your order.
- Changes to the product colour, fabric or style.
- Updates to your delivery address.
Eligible in-stock orders can be cancelled before dispatch without a cancellation fee.
All changes are subject to product availability and order processing status.
After Dispatch
Once an order has been dispatched, cancellation or modification may no longer be possible.
If the order has already been shipped, any change-of-mind return must follow the standard return conditions outlined in this policy.
Additional courier charges may apply to customer-requested delivery changes, where permitted by law.
Custom & Made-to-Order Products
Custom-made and made-to-order products generally cannot be cancelled for change of mind once production has commenced.
This restriction does not affect any rights arising under Australian Consumer Law, including rights relating to faulty products or failures to supply goods as agreed.
7. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, incomplete or incorrect, please contact NKNEST Customer Care as soon as reasonably possible.
To assist our team, please provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos of the product.
- Photographs of the packaging, where relevant.
Our team will review the information and advise on the appropriate next steps.
Depending on the circumstances and your rights under Australian Consumer Law, remedies may include:
- Repair.
- Replacement.
- Refund.
- Other remedies required by law.
For a major failure, consumers may be entitled to choose a refund or replacement.
For a minor failure, NKNEST may be entitled to provide a repair within a reasonable time.
If a minor failure cannot be remedied within a reasonable time, additional consumer remedies may become available.
There is no requirement for faulty goods to remain unopened or in their original packaging in order for statutory consumer guarantees to apply.
8. Vacuum Compression & Product Expansion
NKNEST sofas are delivered in vacuum-compressed packaging.
After unpacking, please allow approximately 24–48 hours for the product to expand and recover its intended shape.
Some products may take longer to fully settle depending on temperature, storage conditions and foam characteristics.
The following variations may occur:
- Minor wrinkles or creases after unpacking.
- Temporary unevenness during expansion.
- Slight variations in foam softness or shape.
- Minor differences in fabric texture or colour appearance.
- Approximate dimensional variations of 2–3 cm.
These characteristics do not necessarily indicate a manufacturing defect.
However, if a product does not meet applicable consumer guarantees, including acceptable quality or correspondence with its description, customers remain entitled to the remedies provided by Australian Consumer Law.
9. 12-Month Limited Warranty
NKNEST provides a 12-month limited warranty against manufacturing defects in materials and workmanship under normal household use.
The warranty period begins on the original delivery date.
What Is Covered
Subject to assessment, the limited warranty covers manufacturing defects such as:
- Defective stitching or seams.
- Manufacturing defects in fabric materials.
- Defective foam or filling caused by manufacturing faults.
- Structural defects arising from manufacturing or workmanship.
- Other verified manufacturing defects affecting normal product use.
What Is Not Covered
Subject to Australian Consumer Law, the limited warranty generally does not cover:
- Normal wear and tear.
- Accidental damage.
- Stains, spills, burns, cuts or tears caused by use.
- Damage caused by pets.
- Improper cleaning or maintenance.
- Misuse, neglect or excessive loading.
- Unauthorised modifications or repairs.
- Damage caused by inappropriate storage conditions.
- Natural changes in foam softness or comfort resulting from ordinary use, where these do not amount to a defect.
These exclusions do not override applicable statutory consumer guarantees.
Warranty Claims
To make a warranty claim, please contact info@nknest.com.au and provide:
- Your order number or proof of purchase.
- A description of the issue.
- Photographs or videos showing the defect.
NKNEST will assess the claim and provide an appropriate remedy in accordance with the warranty terms and Australian Consumer Law.
The 12-month limited warranty is provided in addition to your statutory rights and does not limit any longer period of protection available under Australian Consumer Law.
10. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.
11. How to Request a Return, Refund or Warranty Claim
To request a return, refund or warranty assessment, please contact our Customer Care Team.
Email: info@nknest.com.au
Website: www.nknest.com.au
Please include:
- Full name.
- Order number.
- Email address associated with the order.
- Reason for the request.
- Supporting photographs or videos, if applicable.
Our team will review your request and provide instructions.
Please do not return products without prior communication, as this may delay processing.
12. Contact Us
If you have any questions about our Returns, Refunds & Warranty Policy, please contact us.
NKNEST Customer Care
Email: info@nknest.com.au
Website: www.nknest.com.au
Comfort Made Simple
