Refund policy
RETURN AND REFUND POLICY
Scope and Intent
This Return and Refund Policy applies to all purchases made through the Nook & Nudge website.
Contact Information
For questions about returns and refunds, please contact our customer service via:
- Email: support@nookandnudge.com
Return Window
Customers in the United Kingdom have the right to cancel their purchase and return the product within 30 days of the delivery date, without providing any reason, provided it is unused, undamaged, and in its original packaging.
Return Instructions
Contact our customer service at support@nookandnudge.com with your order number and a detailed reason for the return. After reviewing your request, we will provide instructions and, if applicable, a prepaid shipping label.
Return Costs
- For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
- For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer.
Specific Return and Refund Conditions
- Defective Goods: Contact us within 48 hours with photos. We will cover return shipping and provide a replacement or refund.
- Incorrect Product Received: Contact us and we will arrange the return and ensure you receive the correct product.
- Product Never Arrived: Contact us so we can investigate with the courier. We will offer a full refund or a replacement.
- Cancellation After Order: Free before the order ships; standard return process applies after shipment.
Timelines
After receiving and inspecting the returned item, we will process the refund within 7 business days to the original payment method used at the time of purchase.
Exceptions to the Return Policy
The following products cannot be returned: custom or personalised items, and hygiene-sensitive items (e.g. grooming tools, bedding) once opened or used.
Shipping Method and Costs
Shipping Method: DHL + Track & Trace. Restocking Fees: £0.
Your Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Questions?
Contact our customer service at support@nookandnudge.com.
Company name: Nook & Nudge
E-Mail: support@nookandnudge.com
Customer service: Monday to Friday between 9:00 am to 5:00 pm.