Return and Cancellation Policy
1. Returns
1.1. We offer a 14-day return policy to all customers, subject to the conditions set out in our Returns Policy.
1.2. If for any reason you are not satisfied with your purchase, the return request must be done by email at customerservice@nidradecor.com within 14 days of receiving your order.
1.3. Provide your order number and the reason for return to start the return process. Customer Service will review and provide instructions if approved.
1.4. Only items purchased directly from Nidra will be accepted. Products purchased from authorized retailers must be returned through those same retailers.
1.6. Items must be returned unused, undamaged, and in their original packaging, including all tools, manuals, and documentation.
1.7. Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
1.8. Original shipping fees are non-refundable, unless required by law
1.9. Non-EU customers (including USA and UAE): Return rights are provided under our voluntary return policy and do not affect any statutory rights you may have in case of defective or non-conforming goods.
1.10. Exceptions
1.10.1. Returns are not accepted for custom-made or personalized items
1.10.2. Returns are not accepted for Items marked as final sale
1.10.3. Returns are not accepted for goods that cannot be returned for hygiene or safety reasons once opened, where applicable.
2. Return Costs
2.1. Change of mind returns: For returns requested for personal preference or non-defective reasons, return shipping costs are the responsibility of the customer.
2.2. Return authorization & destination
Due to our use of international fulfillment and warehouse partners, including locations operating under DDP (Delivered Duty Paid) terms, the return destination must be confirmed by Nidra in advance. Returns sent without prior confirmation may not be accepted.
2.3. Return tracking
Once a return has been dispatched, customers are required to provide complete tracking details to Nidra Customer Service to ensure secure and timely processing.
2.4. Original delivery charges
Original shipping fees are non-refundable, except where reimbursement is required by applicable law.
2.5. Repairs and replacements
In certain cases, repair or replacement costs may be covered by Nidra as part of a voluntary resolution agreed upon between the customer and our Customer Service team.
3. Return Conditions
To ensure the integrity and quality of our pieces, returned items must meet the following conditions:
3.1. Items must be unused, uninstalled, and in their original condition.
3.2. Products must be returned in their original packaging, with all protective materials intact.
3.3. Items showing signs of damage, alteration, or mishandling are not eligible for return.
3.4. Personalized, bespoke, or made-to-order pieces are final sale and cannot be returned or exchanged.
4. Non-Returnable Items
The following items are not eligible for return:
4.1. Items purchased through third-party retailers or external marketplaces
4.2. Products ordered incorrectly or in error
4.3. Items damaged due to improper use, care, or handling
4.4. Custom, bespoke, or made-to-order pieces
4.5. Returns submitted without valid proof of purchase
Nidra reserves the right to decline any return that does not meet the conditions outlined in this policy.
5. Order Cancellations
At Nidra, each piece is carefully prepared and, in many cases, produced to order. For this reason, cancellations are subject to the following conditions:
5.1. Cancellation window: Orders may be canceled within 2 hours of placement, provided they have not yet entered production or fulfillment.
5.2. Pre-production stage: If an order has not entered production, Nidra may, at its discretion, accept a cancellation. In such cases, payment processing fees will be deducted from the refunded amount.
5.3. In-production orders: If an order has already entered production, a cancellation fee of 40% of the total order value will apply to cover materials and production costs.
5.4. Completed production: Once an item has been manufactured or completed, cancellation and refunds are no longer possible.
5.5. Customized and made-to-order pieces
Personalized, bespoke, or made-to-order items cannot be canceled once the order has been placed.
5.6. Orders in transit: Orders that have been shipped or are in transit cannot be canceled.
5.7. Refusal of delivery: Refusing delivery does not constitute a cancellation and does not automatically result in a refund.
5.8. Incorrect shipping details: If a shipment is returned due to an incorrect or incomplete address provided by the customer, no refund will be issued. Any additional shipping costs required to resend the order will be the customer’s responsibility.
5.9. Delivery issues: If delivery is refused due to shipping-related concerns, the order must first be accepted and then returned in accordance with our Returns Policy. Refunds will be processed only after the return is received and approved.
6. Defective, Incorrect or Damaged items
Each Nidra item is carefully inspected before shipping. If your order arrives in a condition that does not meet our standards, we are here to help.
6.1 Unpacking recommendation: To help us ensure the highest level of quality and continuously improve our fulfillment process, we kindly recommend recording photos or a short video of the package before opening and during the unpacking process. This documentation allows us to compare each step with our treatment procedures and quickly identify the root cause should any problems arise.
6.2 Reporting an issue: Please contact Nidra Customer Support by e-mail to customerservice@nidradecor.com within 14 days of receiving your order, including your order number and clear photos or videos showing the issue. This allows us to assess the matter promptly and accurately.
6.3 Resolution process: Once reviewed, we will propose the most appropriate solution:
6.3.1. Where possible, professional repair will be arranged at no cost to you.
6.3.2. If repair is not feasible, a replacement item will be provided.
6.3.3. If a replacement is not available due to stock limitations or technical considerations, a full refund will be issued.
Our priority is to restore your experience with Nidra to the standard you expect.
7. Product Disclaimer
At Nidra, many of our pieces are crafted using natural materials and artisanal techniques, selected for their character and individuality. As a result, each item is unique.
7.1. Natural materials & craftsmanship: Products made from materials such as wood, rattan, marble, stone, ceramic, metal, or glass may display natural variations in grain, texture, color, tone, veining, shape, or dimensions. These characteristics are inherent to the material and craftsmanship and should be appreciated as part of the design. Such variations do not constitute defects and are not grounds for return or refund.
7.2. Color representation: While we make every effort to accurately represent product colors, variations may occur due to screen settings, lighting conditions, or display differences across devices. Minor color discrepancies are not considered defects.
7.3. Measurements & proportions: All dimensions are provided as a guide. Slight variations in size or proportion may occur due to the handmade nature of certain items or production tolerances.
7.4. Surface characteristics: Natural marks, small inclusions, subtle asymmetries, or tonal variations may be present and are part of the material’s authenticity. These elements do not affect the functionality or quality of the product.
7.5. Packaging & delivery condition: If visible damage to the outer packaging is observed at the time of delivery, we strongly recommend refusing the shipment and notifying our Customer Support team immediately.
7.6. If the package is accepted and damage is discovered upon opening, please contact us within 14 days of receipt, providing photos or videos so we may assist you promptly.
8. Refund Timing
8.1. Method of refund: All approved refunds are issued to the original payment method used at checkout. We are unable to process refunds to alternative accounts or payment methods.
8.2. Processing timeframe: Once a return has been received and approved, or a cancellation has been confirmed, refunds are processed within 14 days, in accordance with applicable consumer protection regulations.
Please note that while we issue refunds promptly, credit and debit card providers may require additional time to post the funds to your account. Depending on your bank or payment provider, this may take up to 14 business days.
If your refund has not appeared after this period, we recommend contacting your bank directly. You may also reach out to Nidra Customer Support, and our team will be happy to assist.
9. Changing or Canceling an Order
9.1. If you wish to modify or cancel your order, please contact Nidra Customer Support as soon as possible. Early notification helps us accommodate your request before your order enters production or fulfillment.
9.2. All modifications or cancellations are subject to the conditions outlined in Section 5. Order Cancellations, including:
9.2.1. Applicable processing fees or cancellation penalties
9.2.2. Restrictions on customized, bespoke, or in-production items
9.2.3. Ineligibility for cancellation once an order has shipped or been completed
We will work with you to provide clear guidance on the options available for your order.