NESTLADY 7天& 30天退换政策* (特殊商品除外）
为了给我们的客户提供最优秀的售后服务，让所有人都能放心在NESTLADY购物。NESTLADY非食品商品在满足退换货条件的情况下，可在收到包裹的30天之内退换商品，食品保健品类商品因运输问题出现破损或商品本身质量问题，自实际收到商品当天起7日内，可联系客服申请退换货。如商品无质量问题，不可退换。

国外（美国以外）补发、退款特别说明：
由于运费及关税的原因，如有个别商品破损、错发、漏发或超过保质期等无法正常使用、食用等商品质量问题，在确认问题以后，我们将为您直接办理商品退款， 不会补发。
如果您的包裹由于个人原因被退回（参考退货/换货运费政策 - 个人原因）， 退款将扣除关税后退还到您的账户。

退货流程
第一步，申请退货：
1.请在退货前先将退货申请发至我们的客服邮箱help@nestlady.com；
2.请您在退货申请里提供您的订单号码、商品名称、数量、以及详细退货原因；除“不予办理退换货”情况以外，客服人员会在1-3个工作日内为您跟进处理；
3.如有商品破损、错发、漏发或超过保质期等无法正常使用、食用等商品质量问题，我们会根据情况请您提供受损、过期、或错发商品的清晰照片等相关信息。在确认问题以后，您可以：
    • 货源充足的情况下，您可要求补发或者退款;
    • 货源不足的情况下，我们会为您办理退款;
    • 客服会根据情况判断是否需客人将商品退回。如需退回NESTLADY会为您提供shipping label，但需由客户将包裹投递到UPS 收货点。
4.如果是由于个人原因退货，运费须由客户自行承担。具体规定请参见“退货运费规定”

第二步，退货寄回NESTLADY：
退货时请将原包装，商品本身，配件，说明书等一并退回，如有赠品也需退还。 如有缺失，则主商品无法全额退款。
如果在退货申请批准后的15个工作日内没有将商品寄回，退货申请将会被取消。

第三步，完成退换货处理：
NESTLADY在收到退货包裹、检查确认无误后 ，将会通过邮件通知您并办理退款，或补发事宜：
如有商品破损、错发、漏发或超过保质期等无法正常使用、食用等商品质量问题，我们会根据情况请您提供受损、过期、或错发商品的清晰照片等相关信息。在确认问题以后，您可以：
对于声明未开封使用的退回商品，客服将在收到退回商品后进行核查，一旦确认完好无损将会及时办理退款或补发。
如商品有拆封或使用，会根据情况收取15%或更高的商品折旧费，或将商品寄还给您。
订单付款时如使用了礼卡、积分、退款时会先退礼卡，积分，其余退款需要5-7个工作日显示在您当时付款的银行账户上。
当处理积分退款时，为保证退还积分的正常到账，请优先完成账户邮箱验证。
商品补发会在收到商品核查后，库存条件允许的条件下及时安排，如无法为您补发，我们将会为您处理退款。

不予办理退换的情况
• 为保证食品安全，确保食品卫生和完整性，食品类/保健品类/养生品类无质量问题，不可退换。
• 未经授权的维修、误用、碰撞、疏忽、滥用、进液、事故、改动、不正确的安装所造成的商品质量问题，或撕毁、涂改标贴、机器序号、防伪标记。
• 用了美妆护肤类商品类后出现过敏症状，或者不适合个人肤质、发质等原因。由于皮肤过敏等属于个人因素，建议使用前进行皮肤测试。
• 销售时已明示的临近保质期的商品、有瑕疵的商品。
• 无法保证退回商品完好的商品。（能够保持原有品质、功能，商品本身、配件、商标标识齐全不影响使用的，视为商品完好）
• 因个人使用，贮存不当等原因造成的商品损坏，不予退换货。
• 网站商品图片及信息仅供参考，请以实物为准，如无质量问题，不可退换。
• 清仓特价商品，除商品在送货过程中损坏的情况，一律不予退换货。

退货/换货运费政策
1. 商品质量问题：
如果是因商品质量问题退货，NESTLADY可以提供免费Return Shipping Label.
• 商品运输途中发生破损
• 商品错发
• 商品过期
• 商品本身出现无法正常操作、使用等质量问题

2. 个人原因：
如果是由于个人原因退货，运费须由客户自行承担。包括但不限于以下情况：
• 商品重复购买，错买，或购买后不再需要
• 商品尺寸，颜色等不适合（网站商品图片仅供参考，请与实物为准）
• 物流等外在因素导致包裹未能及时送达
• 包裹送达，无人签收；或者包裹留置在物流点，无人取件
• 因个人喜好，购买后发现商品不符合需求
因为个人提供地址有误，导致物品无法送达。

特殊商品
食品饮料类商品售后服务细则
适用范围：
食品、保健食品等 
退换货时限及条件：
自实际收到商品当天起7日内，发现饮食类商品因运输问题出现破损或商品本身质量问题，可联系客服申请退换货。
如商品无质量问题，不可退换。
（特别备注： 如由于质量原因退换燕窝类产品，必须保持燕窝产品包装的完好，并且打包邮寄过程不可压碎燕窝，如卖家收到退回的燕窝破损，由于货值过高，将不予退货。）。

售后流程：
联系客服申请退货。（通过邮件提供订单号，出现问题商品的照片，名称，数量等相关信息）
NESTLADY在收到退货申请的1-2个工作日会及时为您跟进处理（根据实际情况，安排商品的退款或补发）

NESTLADY Return Policy
NESTLADY is committed to provide our customers with a peace of mind when purchasing from us. Most items shipped from NESTLADY can be returned within 30 days of receipt of shipment (For Food, Beverages, Snacks, Dry Goods, Health supplements, Fresh Grocery, within 7 days of receipt of shipment due to damages or quality issues ). Some products may have different policies or requirements associated with them, please see below for products under special categories, or contact NESTLADY Customer Service for further assistance.

NESTLADY (Outside the US) Return Policy, please refer to NESTLADY Return Policy.
Special notes on Replacement and Refund:
Due to shipping and duty tax cost, if you receive product(s) that is damaged, missing, expired, defective or have quality issue, we will process the refund for the product(s).
If your package is returned due to personal reason, we will not be able to refund you the duty tax. We will refund you the product(s) and shipping fee.

Can I return anything I want?
Although NESTLADY has a 30&7 days return policy on most of our products, items with following conditions are not eligible for return:
• • Due to the safety of our customers, consumable product such as food, snacks, dry goods, health supplements, fresh produce, and prepared goods are not eligible for return, unless product is defective or have quality issue.
•
• • Products that are misuse, damaged, modified, or is in unsellable condition due to customer tampering.
• • Products that are missing parts, missing or altered labels, missing or altered serial number.
• • Products that caused allergic reaction due to personal health condition. If you are not familiar with the product, we recommend checking the ingredients of the product or consult with certified medical physicians prior to consuming or using the product.
• • Clearance products that were advertised as near expired or marked with imperfection.
• • In order to protect our customers, products that could cause personal hygiene concerns such as undergarments and adult products are not eligible for return, unless product is defective or have quality issue.
•
• • All sales are final and cannot be refunded or exchanged. Items due to transit damage may be subject to return after inspection.

Who pays for return shipping?
If you are returning the product due to the following reasons, we will send you a free return shipping label:
• • Product was damaged during shipping
• • We sent you the wrong item
• • Product is expired upon delivery
• • Product is defective or have quality issue.
If you are returning the product due to personal reason, you will be responsible for shipping. Reasons such as:
• • Purchased wrong item, wrong size, wrong color, etc.
• • Purchased too many, or no longer need it
• • Unable to use the product due to allergic reaction. (Eligible products only)
• • Don’t like the product, buyer’s remorse, etc.

Return Instructions:
1. All returns must have an RMA number. Please email our customer service team at help@nestlady.com to request an RMA (Return Merchandize Authorization) number. Please be sure to provide us with your order number, picture of the product (If requested), quantity,and the reason for the return.
• • If returning for personal reason, the item must be in new and unopened condition in order to qualify for return, and the customer will be responsible for the shipping cost to return the item. Opened or product no longer in “New” condition, may result in a 15% restocking fee or more, or refusal of return service at NESTLADY sole discretion. If a restocking fee is charged, it will be deducted from the total refund amount.
• • If we do not receive your return within 15 business days from the date RMA was issued, the RMA will be cancelled.
• • Please make sure that all contents of your product including, the item itself, all accessories, all packaging materials, all instruction manuals and documentations, and any free gift if it was part of the combo. Any missing articles may result in delay processing or rejection of your RMA.
2. Once we’ve received your returns, it may take up to 3-5 business days for us to inspect and process your RMA. Your refund will be issued upon completion of inspection of your return, and the fund will be issue back to the original form of payment that the order was placed. If you used NESTLADY Gift Cards or redeemed NESTLADY Reward Points, those balance will be refunded first then the original payment method. Please note that it may take your bank up to 3-5 business days to process your refund from the date that it was issued by NESTLADY. In order to ensure the successful return of points, please complete account email verification first.

IMPORTANT DISCLAIMERS:
• • If you have any question or concern regarding the authenticity of the product you received, please contact NESTLADY Customer Service. We may ask for written proof from the manufacturer or authorized distributor if they determine the product is not authentic.
• • If you experienced discomfort or have any medical issues, please stop using or consuming the product and seek medical attention immediately. 
• Written proof from a certified physician is required if you believe there is quality issue with the product that caused it.
• • NESTLADY is not liable for any issue with consumable products that are improperly stored.
• • All product pictures are for reference only. Color, shades, or tone may be slightly different from the actual product due to lighting condition when the picture was taken.

Special categories
Food/Beverage/Consumable Product Return Policy 
Category: Food, Beverages, Snacks, Dry Goods 
Return Period:
Within 7 days of receipt of shipment.
Return Qualification:
Upon receiving your product, if the product is damaged, or have quality issue, you may request a return within the return period.
Return Instructions:
1. • All returns must have an RMA number. Please email our customer service team at help@nestlady.com to request an RMA (Return Merchandize Authorization) number. Please be sure to provide us with your order number, picture of the product (If requested), quantity,and the reason for the return.
2. • Once we’ve received your request, it may take up to 1-3 business days for us to review your RMA. Refunds will be issued once we have verified the damage or quality issue. You do not have to return the item back to us.
3. • Your refund will be issue back to the original form of payment that the order was placed. If you used NESTLADY Gift Cards or redeemed NESTLADY Reward • Points, those balance will be refunded first then the original payment method. Please note that it may take your bank up to 3-5 business days to process your refund from the date that it was issued by NESTLADY.

Fresh Produce, Processed Food, Frozen/Refrigirated Goods, and Parishable Products
Category: Processed Goods, Fresh Produce, Parishable, Frozen, and Refrigirated Goods 
Return Period:
Within 48 hours of receipt of shipment
Return Qualification:
Upon receiving your product, if the product is damaged, or have quality issue, you may request a return within the return period.
Return Instructions:
1. • All returns must have an RMA number. Please email our customer service team at help@nestlady.com to request an RMA (Return Merchandize Authorization) number. Please be sure to provide us with your order number, picture of the product (If requested), quantity,and the reason for the return.
2. • Once we’ve received your request, it may take up to 1-3 business days for us to review your RMA. Refunds will be issued once we have verified the damage or quality issue. You do not have to return the item back to us.
3. • Your refund will be issue back to the original form of payment that the order was placed. If you used NESTLADY Gift Cards or redeemed NESTLADY Reward • Points, those balance will be refunded first then the original payment method. Please note that it may take your bank up to 3-5 business days to process your refund from the date that it was issued by NESTLADY.
Important Disclaimers:
• • To ensure you receive fresh products, we may use expedited shipping on certain products. Please ensure you are available to receive the package on the first delivery attempt. If you are unavailable and the delivery was unsuccessful,it may affected the quality of the product, and the item will not be eligible for return.
• • Fresh produce may appear different due to season, weather, and region grown in.
• • Pictures on our site are for reference only, actual item may appear differently.
• • Please make sure fresh produce, processed food, and perishable products are properly stored in freezer/refrigerator to ensure the freshness of your product. Spoiled products due to inappropriate storing are not eligible for return.

即食燕窝邮寄及退换政策
即食燕窝邮寄政策；
洛杉矶同城；$18
美国其他地区：$38
相同运费最多可以邮寄15罐
即食燕窝订购仅限美国地区

即食燕窝订购须知:
即食燕窝发货时间：非节假日的周一到周四，全部采用空派overnight的运送方式；如遇假期将顺延发货；
即食燕窝需提前1天下单，因为燕窝需要5-8小时的泡发时间，每天下午5：00截止次日发货订单,当日5:00pm以后下单的即食燕窝将于次日新鲜泡发，发货当天新鲜炖煮，真空冷压运输；
即食燕窝全部采用纯手工、纯天然无添加的方式泡发、挑毛、炖煮，不完全保证每罐燕窝的燕毛完全的干净；实在恐毛的宝宝可以尝试燕窝泡牛奶、或者燕窝泡保温壶的方式饮用；或者订购nest lady旗下干燕窝；
客户收到即食燕窝需当天放入冰箱保鲜层保存，保质期为7天，冷冻保存期3个月，如放置冷冻，饮用前1天放保鲜层即可自然解冻
即食燕窝每天早上7:00-9:00空腹饮用、晚上睡前空腹饮用为最佳吸收时段
即食燕窝可开罐直接饮用，也可以用勺子挖出来，倒入蜂蜜、牛奶、茶、水中加热饮用
除了常规口味以外，可以根据个人情况联系客服订制不同的口味
哺乳期、孕期建议只喝原味燕窝，其他口味需在医生的建议下饮用；

即食燕窝退换政策：
鲜炖即食燕窝客户订购后需确保可以按时收货，并收货当天进行冰箱保存，因客户个人原因没有及时收货或保存导致燕窝的损坏，将不给予退换。
即食燕窝的含量:
浓缩罐采用8g干燕窝炖煮， 4盎司小罐子 真空密封罐装
日抛罐采用3g干燕窝炖煮，1盎司小罐子 真空密封罐装
NestLady100%鲜炖即食燕窝
采用5A雍容盏、6A王妃盏 纯手工无添加泡发、挑毛、鲜炖而成
燕窝含有丰富的唾液酸，可以让身体100%吸收，从而达到肌肤滋补的最佳状态
去皱、美白、红润、透亮、冻龄肌肤
根据不同的身体需要，可选择不同的燕窝口味
浓缩1罐为1-2天的食用量
燕窝最佳吸收时段：每天早上7:00-9:00；晚上11:00前；