Last updated: May 17,2026
At Nest & Needs, every brass idol, lamp, and pooja item is carefully inspected and packed before dispatch. We want you to be fully satisfied with your purchase. If something is not right, this policy explains how returns, replacements, and refunds work.
By placing an order with us, you agree to the terms below.
1. Eligibility for Return or Replacement
You may request a return or replacement only if:
- The product was delivered damaged, broken, or with a manufacturing defect
- You received the wrong product (different item, size, or design than ordered)
- The product is incomplete (missing parts that should have been included)
To be eligible, the request must be raised within 48 hours of delivery, with supporting photos and a clear unboxing video showing the outer packaging, label, and product condition.
The product must be:
- Unused and in original condition
- In original packaging, with all tags, labels, invoices, and accompanying items
- Free from signs of use, polishing, washing, or alteration
2. Non-Returnable Items
The following items are not eligible for return, refund, or replacement:
- Customised or made-to-order products
- Products bought during clearance sales or marked as "Final Sale"
- Items returned without prior approval from us
- Items with natural brass tarnishing, oxidation, or patina — this is a characteristic of brass and not a defect
- Minor variations in colour, size, weight, finish, or detailing inherent to handcrafted products
- Products damaged due to misuse, improper handling, cleaning with abrasives, or normal wear and tear
- Products returned after the eligibility window
- Items where the unboxing video is not provided when claiming transit damage
3. How to Request a Return or Replacement
- Email us at info@nestandneeds.com within 48 hours of delivery with:
- Your order number
- Reason for return or replacement
- Clear photos of the product
- An unboxing video (mandatory for transit damage claims)
- Our team will review your request within 2 to 3 business days and respond with the next steps.
- If approved, we will arrange a reverse pickup wherever possible. In locations not serviced by our courier partners, you may be asked to self-ship the product to our return address. Reasonable self-ship courier charges will be reimbursed for approved cases.
Please do not send the product back without our confirmation. Returns sent without prior approval will not be accepted.
4. Replacement
- If a replacement is approved and the same product is in stock, we will dispatch it within 3 to 5 business days of receiving and inspecting the returned item.
- If the replacement is not available, you may choose between store credit or a refund.
5. Refunds
Once we receive and inspect the returned product:
- Approved refunds are processed within 5 to 7 business days.
- Refunds are credited to the original payment method.
- For prepaid orders, refunds will reflect in your account within 5 to 10 business days depending on your bank or card issuer.
- For Cash on Delivery (COD) orders, refunds are issued via bank transfer; we will request your bank details over a secure channel.
- Shipping charges, gateway fees, and Cash on Delivery charges (if any) are non-refundable, except where the return is due to our error.
- For international orders, customs duties and taxes paid to the destination country are not refundable by us.
6. Cancellation by Buyer
Please see our separate Cancellation Policy for the rules on cancelling orders before dispatch.
7. Cancellation by Nest & Needs
We reserve the right to cancel any order in the following situations:
- The product is out of stock or unavailable
- Errors in pricing, product description, or images
- Failure to comply with our Terms & Conditions
- Suspected fraudulent activity
- Inability to deliver to your address
In such cases, the full amount paid will be refunded to the original payment method.
8. Important Notes on Handcrafted Brass Items
Brass is a natural material, and our products are handcrafted by skilled artisans. Please note:
- Each piece is unique and minor variations are part of its character.
- Slight tool marks, joint lines, weight variations, and colour tone variations are not defects.
- Brass naturally darkens over time and develops a patina. Regular cleaning will restore its shine. (See our blog: How to Clean and Maintain Brass Items at Home.)
- Photographs on the Website are indicative. Lighting and screen colour calibration may cause slight differences in appearance.
These characteristics are not eligible for return or refund.
9. Contact Us
For any return, refund, or replacement queries:
Nest & Needs 20C, 1st Cross, Padma Street, VGN Enclave, Nolambur, Mogappair West, Chennai, Tamil Nadu, India Phone: +91 95006 89372 Email: info@nestandneeds.com