Refund policy

Refund & Return Policy

Last updated: October 27th, 2026

Buying a sofa online is a big decision. We want you to feel confident ordering from Nesu, so this policy explains exactly how returns, refunds and cancellations work, including any costs, before you buy.

The Short Version

  • You have 30 days from delivery to request a return on eligible items.
  • Open one box first. Try that piece in your space before opening the rest (see the One Box Rule below).
  • Change-of-mind returns have a 15% restocking fee on the items you return, plus USD$107 / CAD$151 fee to return shipping per box.
  • No fees if your item arrives damaged, defective or incorrect. We'll make it right at our cost.
  • Refunds go back to your original payment method after we receive and inspect your return.

The One Box Rule

Your cushions are vacuum-sealed and each piece is packed tightly into its own box. Once a box is opened and the cushions expand, the piece can't be packed back into its original box.

That's why we ask you to open one box first. Set that piece up, live with it for a few days, and make sure the look, feel and colour are right for your home.

  • If you love it, go ahead and open the rest.
  • If you think you may want to return your order, don't open any more boxes. Contact us first at contact@nesustudio.com and we'll guide you through the next steps.
  • For change-of-mind returns, we can accept one opened box per order. Any other boxes must be returned sealed and unopened.

The One Box Rule does not apply to items that arrive damaged, defective or incorrect.

30-Day Return Window

You can request a return within 30 days of the delivery date. If your order arrives in several deliveries, the 30 days start when your last box is delivered. To request a return, contact us within that period. See How to Start a Return below.

Return Eligibility

For a change-of-mind return to be accepted:

  • the item must not be listed as final sale;
  • no more than one box in the order may have been opened (see the One Box Rule)
  • unopened boxes must be sealed, undamaged and in their original packaging;
  • the opened piece must include all its original covers, cushions, legs, hardware and accessories; and
  • the item must be clean and free from damage, stains, strong odours, pet hair or other wear beyond normal trying-out.

Please keep all original packaging for at least 30 days after delivery. It makes any return much easier.

Return Costs

Change-of-mind returns have two costs, both deducted from your refund:

  • Restocking fee: 15% of the price you paid for the items you return. It is never charged on items you keep.
  • Return shipping: USD$107 / CAD$151 per box returned. Each sofa piece is one box. We arrange the return label or pickup and deduct this cost from your refund.

Example: The restocking fee is unit price × 15%, return shipping is 2 × $USD$107 / CAD$151, and your refund is unit price minus both.

These costs are waived when:

  • your item arrives damaged, defective or incorrect;
  • we cancel your order, or your order ships late and you cancel (see Cancellations); or
  • you are returning an item under your warranty or your legal rights.

Items That Can't Be Returned

The following are final sale and can't be returned for a change of mind:

  • Custom or made-to-order items;
  • Items clearly marked "final sale" on the product page at the time of purchase;
  • Delivery Protection, once your order has been delivered
  • Gift cards.

Final sale never limits your rights if an item is damaged, defective or incorrect. Those items are covered under Damaged, Defective or Incorrect Items below.

Damaged, Defective or Incorrect Items

If your order arrives damaged, has a defect, is missing parts, or isn't what you ordered:

  • contact us at contact@nesustudio.com within 48 hours of delivery for shipping damage, missing parts or incorrect items;
  • include your order number and clear photos of the issue and the box; and
  • keep the packaging until we've reviewed your claim.

Depending on the issue, we'll send replacement parts or covers, replace the piece, or refund it, at no cost to you. No restocking fee or return shipping applies.

Fee waivers apply only to damage, defects or errors caused by the carrier or by Nesu. We may deny any claim or return where we have clear evidence of fraud, such as altered photos, damage caused after delivery, or items returned that don’t match the original order.  If a claim is unclear or appears inconsistent, we may ask for additional photos, video, or a return of the item for inspection before approving it, and we may resolve it with replacement parts instead of a refund. Refusal to send additional information to support your claim, we may also deny your claim thereafter.

How to Start a Return

Email contact@nesustudio.com within 30 days of delivery with:

  • your order number;
  • which items you want to return and why; and
  • photos of the items and boxes, showing which box was opened.

Once your return is approved, we'll send you a return label or arrange a pickup, along with packing instructions. Please don't ship anything back before your return is approved.

Refunds

We'll inspect your return within 5-7 business days of receiving it and email you once it's approved. Refunds go to your original payment method, minus any return costs that apply. Your bank or card provider may take an additional 5 to 10 business days to show the refund.

The original shipping charge, if you paid one, is refunded only when the return is due to damage, a defect or our error. We can't reimburse currency conversion or bank fees charged by your card provider.

Exchanges & Partial Returns

Want a different colour or configuration? Contact us within 30 days of purchase. We'll treat it as a return of the original items and a new order for the replacement, and let you know any price difference and return costs before anything ships. The One Box Rule also applies to exchanges. If you’ve already opened more than one box and would like a different colour, we recommend ordering an Extra Zip-Cover Set in the colour you want. It’s a quicker, more affordable way to change the look of your sofa without returning it.

You can return part of an order, such as one piece of a multi-piece sofa. Return costs apply only to the items you return. If your order was bundle-priced, your refund is based on the price you actually paid for the returned items, as shown on your order.

Cancellations

  • Free cancellation: you can cancel within 12 hours of placing your order for a full refund.
  • After 12 hours, before shipping: we'll cancel your order and refund it minus a 15% cancellation fee, which covers costs we've already incurred.
  • After shipping: the order can't be cancelled, but you can return it under this policy.

To cancel, email contact@nesustudio.com with your order number as soon as possible.

We reserve the right to cancel or refuse any order at our sole discretion, including but not limited to cases involving suspected fraud, incorrect pricing or product information, payment verification issues, or any other circumstances that may compromise the integrity of the transaction. In such instances, customers will be notified and issued a full refund where applicable.

If your order is late: if we can't ship by the estimated date given at checkout, we'll let you know and you can wait or cancel for a full refund, with no fees. You can also cancel for a full refund if your order hasn't been delivered within 30 days of the purchase.

If we cancel: we may cancel an order because of suspected fraud, a payment issue, or a clear pricing or listing error. If we do, we'll tell you and refund the full amount you paid.

Warranty

This policy covers returns and cancellations. Structural issues that appear after delivery, such as with the frame, joints, seat support, connectors or legs, are covered separately by our 5-Year Limited Structural Warranty. Returns, our Warranty and this policy are all in addition to any rights you have under the consumer protection laws where you live.

Contact Us

For questions about returns, cancellations or damaged items, email us at contact@nesustudio.com. We aim to reply within 1 business day.