CUSTOMER CARE

Cancellation & Refund Policy

Website: https://nisnest.shop
Operated by: Khmer Hiquality Birdnest Co., Ltd. ("NIS NEST", "we", "us")
Customer service: support@nis-nest.com · Phone / Telegram: (+855) 099 675588
Effective date: 1 October 2026

1. Scope

This policy applies to all orders placed on nisnest.shop and paid through our online payment options, including ABA PayWay (ABA Pay, KHQR and card payments). By placing an order, the customer agrees to this policy. All prices and refunds are in US Dollars (USD) unless stated otherwise at checkout.

2. Nature of our products

NIS NEST products are edible bird's nest and bird's nest wellness food products. For food safety and hygiene reasons, opened, used or improperly stored products cannot be returned or exchanged, except where the product is faulty as described in Section 5.

3. Order cancellation by the customer

• Before payment: an unpaid order may be cancelled at any time and no charge is made.
• After payment, before dispatch: the customer may cancel by contacting customer service with the order number. We will confirm the cancellation and issue a full refund of the amount paid.
• After dispatch: the order can no longer be cancelled. The customer may refuse delivery or request a return under Section 4, subject to the conditions there.
• Customised, gift-packed or pre-ordered items prepared specifically for the customer can only be cancelled before preparation has started.

4. Returns of unopened products (change of mind)

• Requests must be made within 48 hours of delivery by contacting customer service with the order number and photos of the product and packaging.
• The product must be unopened, unused, with original seals and packaging intact, and stored as instructed on the label.
• Once the return is approved, the customer returns the product using the method we advise. Return delivery costs for change-of-mind returns are borne by the customer.
• After we receive and inspect the product, we refund the product price. The original delivery fee is not refundable for change-of-mind returns.

5. Faulty, damaged, incorrect or missing items

If an order arrives damaged, defective, incorrect, incomplete, or the product is past its expiry date, the customer must contact customer service within 48 hours of delivery and provide:

• the order number;
• clear photos or a video of the outer parcel, packaging, product and batch / expiry label;
• a short description of the issue.

After verification, we will offer at no cost to the customer, at the customer's choice where available: (a) a replacement of the affected item, or (b) a full refund of the affected item, including the related delivery fee. We may ask the customer to return the affected item; in that case we arrange and pay for the return.

6. Lost or undelivered orders

If a dispatched order has not arrived within the estimated delivery time, the customer should contact us. We will investigate with our delivery partner (such as Virak Buntham Express or J&T Express). If the parcel is confirmed lost, we will send a replacement or give a full refund. Orders that cannot be delivered because of an incorrect address or because the customer is unreachable may be re-delivered at the customer's cost, or refunded less delivery costs.

7. Cancellation by NIS NEST

We may cancel an order if the product is out of stock, the payment cannot be verified, the delivery address is outside our service area, or the order appears fraudulent. If a paid order is cancelled by us, we refund the full amount paid, including delivery fees.

8. How refunds are made

• Approved refunds are made to the original payment method. Payments made through ABA PayWay (ABA Pay, KHQR or card) are refunded through ABA PayWay to the same account or card.
• We process approved refunds within 7 working days of approval. The time for the money to appear in the customer's account depends on the bank or card issuer, and is usually 7–14 working days for card payments.
• Refunds are made in the currency of the original payment (USD). We do not charge a fee for refunds; any fee or exchange difference charged by the customer's own bank or card issuer is outside our control.
• We do not refund in cash or to a different account than the one used for payment, except where required by law.

9. Partial refunds

Where only part of an order is affected, the refund covers only the affected items. Promotional discounts are applied proportionally, and free gifts linked to a cancelled or returned purchase may need to be returned or deducted.

10. Non-refundable cases

• Opened or used products without a product fault.
• Products damaged by improper storage or handling after delivery.
• Requests made after the 48-hour reporting period, except where required by law.
• Delivery fees for change-of-mind returns.

11. Disputes and chargebacks

We encourage customers to contact us first so that we can resolve any issue quickly. If a customer raises a dispute with their bank, we will cooperate with ABA Bank and provide order, payment and delivery records.

12. How to contact us

Email: support@nis-nest.com
Phone / Telegram: (+855) 099 675588
Please include your order number in all requests. Our team replies within 1–2 working days.

13. Changes to this policy

We may update this policy from time to time. The version published on nisnest.shop at the time of the order applies to that order. This policy is governed by the laws of the Kingdom of Cambodia.