RETURNS & REFUNDS POLICY

Returns & Refunds

At NookWise, we want you to feel confident when shopping with us. If something is not right with your order, we are here to help.

Change of Mind Returns

For most products purchased online, you may cancel your order within 14 calendar days of receiving it, without having to provide a reason.

Once you have notified us that you wish to cancel, you should return the item within the following 14 days.

To request a return, please contact us at [YOUR SUPPORT EMAIL] with your order number and the item you wish to return.

Products should be returned with all included parts and accessories. You may inspect the product as you reasonably would in a physical shop, but we may reduce the refund if the product has been used or handled beyond what is necessary to inspect it.

Unless the product is faulty, damaged, incorrect, or we agree otherwise, the customer is responsible for the direct cost of returning the item.

We will provide the correct return address and instructions after receiving your request.

Faulty, Damaged or Incorrect Products

If you receive an item that is damaged, faulty, not as described, or different from what you ordered, please contact us as soon as possible.

Please include your order number and, where useful, photographs or videos showing the issue so that we can resolve the matter quickly.

Where the product does not meet your statutory rights under UK consumer law, you may be entitled to a refund, repair or replacement depending on the circumstances.

For qualifying faulty goods, customers may have the right to reject the product and receive a refund within the first 30 days after delivery.

After this period, you may be entitled to a repair or replacement and, where these remedies are unsuccessful or unavailable, a refund or price reduction.

NookWise will cover reasonable return costs where an item is confirmed to be faulty, damaged on arrival or incorrectly supplied.

Refunds

Once your return has been received and assessed, we will process any refund due as soon as possible and within the applicable legal timeframe.

Refunds will normally be made to the original payment method.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

Where you paid for standard delivery, the original standard delivery charge will also be refunded where required by law. Additional costs resulting from choosing a more expensive delivery method are not necessarily refundable.

Exceptions

Certain products may be excluded from change-of-mind returns where permitted by law, including personalised products, perishable goods and certain sealed products that cannot be returned for health or hygiene reasons once opened.

This does not affect your rights where a product is faulty, damaged or not as described.