Replacement, Refund & Return Policy

More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at cs@quiltnest.com and we’ll sort it out!

Also please be informed that placing an order means that you accept all the terms mentioned below

  1. Cancellation Or Modification

If you change your mind about your purchase, please send us an email at cs@quiltnest.com, providing your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.

Your order is only able to be canceled or modified within 2 hours after purchase. Then the order is locked for processing and can no longer be canceled.

Please be informed that: 

  • A management and transaction fee (20% of your total order value) will be applied for the cancellation.
  • We are not guaranteed to deliver your order in a timely manner if your order needs design modification as it will take much longer to modify your design during the holiday season
  • Personalized orders are locked for processing right after the order is complete so it is impossible to make any adjustments. Please double-check all details before completing the order.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.

 

  1. Replacement & Refund

Our policy lasts 07 days. If 07 days have gone by since your delivery date, unfortunately, we can’t offer you a refund or exchange.

Due to hygiene reasons and the fact that our products are made to order, we do not exchange or issue full refunds unless an item you received has a major problem. This is when the item is:

  • Damaged due to the fault of our factory or the carrier;
  • Not what you ordered;
  • Defective

Please note that slight variations in color due to lighting conditions are not considered defects. Also, other cases (not mentioned above) we only offer a partial refund (excluding the shipping fee).

Please allow for a 20% difference between the advertised images and the actual item you receive, as all our products are handmade.

To file a claim, please send us an email to cs@quiltnest.com and include the following information (this is a must):

  • Order number
  • Video/ photo of the defective product AND the label package

If your claim is related to a printing error, please include photographs of the error.

If your claim is related to print size issues, please include a measuring tape, stick, or ruler in the photographs of affected garments.

  • Full delivery address
  • Contact telephone number

Our support team will review the photos/videos of the defective items and, if your item is eligible, we will resend the product to you for no additional cost. In case sending a replacement product is not practical, we will reimburse you the full cost of the eligible product.

We highly recommend contacting us regarding the eligibility of your order for return or exchange before returning any product.

At Quiltnest, we strive to ensure you’re delighted with your purchase. Due to our products being made to order and the high cost of international shipping, we generally do not accept returns. However, in special cases, we may approve a return to our address: Flat/RM 308, 3/F Chevalier House, 45-51 Chatham Road South, Tsim Sha Tsui.

If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any and all options available to you on how to proceed.

  1. Late Or Missing Refunds (If Applicable)

Typically, refunds are processed within 5-7 business days. If you haven’t received your refund by then, please follow these steps:

  • Check Your Bank Account – Ensure the refund hasn’t posted.
  • Contact Your Credit Card Company/Bank – Processing times vary, and it may take additional time for the refund to appear.

If you’ve completed these steps and still haven’t received your refund, please reach out to us via email at cs@quiltnest.com for further assistance.

      4. Wrong Address Disclaimer

We are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be destroyed right after they come back to the manufacturer's warehouse) for orders shipped to the wrong address due to a customer inputting the incorrect address.

Please be noted that replacements for these cases will not be free of charge so please be extremely careful when entering your shipping address.

 

Customer service is our #1 priority and we will do whatever we can to work things out. Thank you for considering Quiltnest and if you need further assistance, please don't hesitate to contact us via cs@quiltnest.com.