Refund policy

Return Policy

At Xura Nest, we want you to experience exceptional rest and comfort. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to strict personal biological hygiene standards, skin contact, and personal sleep health regulations, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The pillows, linen sheets, duvet covers, silk pillowcases, or weighted blankets must be completely unopened, unused, unwashed, and in their original, factory-sealed condition.
  • Personal Hygiene & Vacuum-Seal Preservation Notice: Bedding, pillows, and linen represent personal sanitary products. For public health reasons, items cannot be returned if the inner protective hygienic plastic wrapping, vacuum-compression seal, or safety tamper tape has been opened, unsealed, or compromised. We strictly cannot accept bedding showing signs of handling, sleeping, hair, skin dander, facial creams, perfume/detergent odors, or body perspiration.
  • All original packaging, branded fabric storage ribbon ties, woven linen tote pouches, care booklets, and hangtags must remain completely intact within the return parcel.
  • Items showing signs of washing, laundry detergent scent, fabric creasing from sleep use, or damaged retail packaging will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the bulky dimensions and volumetric weight of bedding parcels, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Xura Nest cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@xuranest.store within 30 days of delivery. Please include your order number, product model/size, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized hygienic repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a bed sheet size, colorway, or delivery address), contact us immediately at support@xuranest.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our bedding hygiene quality team will inspect each item to verify compliance with our return conditions (intact factory vacuum seals, unwashed fabric, zero hair or cosmetic stains, attached ribbons/tags, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@xuranest.store for further assistance.