Returns & Exchanges
At Eavenest, we do our best to make our product descriptions as detailed as possible so that you encounter no surprises when your order arrives. We want our customers to know exactly what they are ordering.
Order Cancellation Policy
We take pride in processing all orders placed on our site quickly. Most orders are processed within 12 hours. If you wish to cancel your order for any reason, please email us at contact@eavenest.com as soon as possible.
Because the majority of in-stock items are processed and/or dispatched within 12 hours, it is essential that you contact us within this window so that we can attempt to cancel your order before it is processed and/or dispatched. Cancellation requests cannot be accepted once an order has already been processed.
This does not affect your statutory right to cancel under the Consumer Contracts Regulations 2013 (see "Your Right to Cancel" below).
Incorrect Address
It is your responsibility to check that your delivery address is correct and to contact us promptly if it needs to be changed. Any change can only be made if your order has not yet been processed.
We cannot be held responsible for incorrect shipping information, nor for orders that are refused or undeliverable (inaccessible addresses, incomplete addresses, etc.). In such cases, parcels may be returned to us, but not always.
If your order is returned to sender, we will offer you either a refund of your order less the delivery costs, or a re-shipment, according to your choice. You will not be eligible for re-shipment or a refund until the parcel has been received back by the sender.
Your Right to Cancel (Consumer Contracts Regulations 2013)
If you are a consumer in the UK, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must inform us of your decision by a clear statement (for example, an email to contact@eavenest.com) before the 14-day period expires.
Once you have notified us, you have a further 14 days to return the goods. You are responsible for the cost of returning the items unless they are faulty or not as described. We will refund the price paid, including standard delivery costs, within 14 days of receiving the goods back (or receiving proof that you have sent them). We may reduce the refund to reflect any loss in value if the goods have been handled more than necessary to establish their nature and characteristics.
Faulty or Misdescribed Goods (Consumer Rights Act 2015)
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund. In this case, return costs are covered by us.
Return Procedure
We accept returns for any reason — whether you are dissatisfied or have simply changed your mind. To start a return, please email our support team at contact@eavenest.com. We will provide you with the return address and instructions. Please include your order number and, where applicable, a completed return form with your parcel.