Guaranteed Satisfaction, Every Time
Intimacy deserves trust. Every Nesteen purchase is backed by our full after-sales commitment — because how you feel after matters as much as the moment itself.
Get in Touch
Email: nesteen.connection@gmail.com
Response time: within 24 hours on business days. Weekend and holiday messages are answered the next business day.
Return Policy
Due to the personal nature of our products, we can only accept returns of unopened items with intact packaging and tags, within 90 days of purchase.
Once a package is opened, the product is considered used and cannot be returned — unless it is defective. This protects the health and safety of every customer.
To initiate a return: email us photos of the unopened package. After we confirm the condition, we will provide a return address. Return shipping costs are the customer’s responsibility. Please allow 3-4 weeks for us to receive and process your return.
Defective Items
If your item is defective within 90 days of purchase, contact us with: your order number, the SKU of the item, a brief description of the problem, and photos or a short video. We will replace it with the same item or a product of equivalent value.
Before reporting a defect, please check: the product is fully charged, the power button is held 3-5 seconds to turn on, the remote control has a working battery, and the instruction manual has been reviewed.
Order Cancellation
To cancel, contact us within 24 hours of purchase. Most orders are processed and shipped the same day, so cancellation is not always possible once an order has been placed.
If cancellation is not possible and you do not need the item, you may decline the package at delivery or follow our standard return process. Refunds are returned to your original payment method within 3-7 business days after processing.
Wrong or Lost Items
Received the wrong item? Contact us within 90 days with photos of the shipping label, the SKU on the product wrap, and the full package. We will resolve it immediately.
If a parcel is lost in transit or returned due to customs or carrier error, we will resend the same item. If returned due to an incorrect address or uncollected delivery, we will resend and charge $7 for shipping.