Refund and Returns Policy
At Nook, we want you to love every purchase. If something isn’t right, we’re here to make it right. Please read our policy below so you know exactly what to expect.
Our Promise
We stand behind every product we sell. If your item arrives damaged, defective, or not as described — we will replace it or refund you. No arguments, no runaround.
1. Eligibility for Returns
You may request a return or replacement if:
- ✅ The item arrived damaged or broken
- ✅ The item is defective or not working as described
- ✅ You received the wrong item
- ✅ The item is significantly different from what was shown on the website
We are unable to accept returns for:
- ❌ Change of mind after delivery
- ❌ Items that have been used, installed, or assembled
- ❌ Real plants — due to their living nature, plants are non-returnable once delivered in good condition
- ❌ Items returned without prior approval from our team
- ❌ Damage caused by incorrect installation or misuse
2. Return Window
| Situation | Time Limit |
|---|---|
| Damaged or wrong item received | Within 48 hours of delivery |
| Defective item (stops working) | Within 7 days of delivery |
| General return request | Within 3 days of delivery |
Important: Returns requested after these windows may not be accepted. We recommend inspecting your order as soon as it arrives.
3. How to Request a Return
Step 1 — Contact us immediately Message us on our website chat or email support@nookcraft.shop within the eligible window.
Step 2 — Send us photos Attach clear photos or a short video showing:
- The damaged or defective area
- The product packaging
- Your order number (found in your confirmation message)
Step 3 — Wait for approval Our team will review your request within 24–48 hours and confirm whether your return is approved.
Step 4 — Return the item If approved, we will provide return instructions. Items must be:
- In original or secure packaging
- Unused and uninstalled
- Sent back within 3 days of approval
Step 5 — Receive your replacement or refund Once we receive and inspect the returned item, we will process your replacement or refund within 3–5 business days.
4. Refund Options
When a return is approved, you can choose from:
| Option | Details |
|---|---|
| Replacement | We send you the same item again at no cost |
| Store Credit | Full value added to your Nook account for future orders |
| Cash Refund | Returned to your original payment method within 5–7 business days |
We recommend the replacement or store credit option for faster resolution.
5. Refund Timeline
| Refund Method | Processing Time |
|---|---|
| Store credit | Within 24 hours of approval |
| bKash / Nagad / mobile banking | 3–5 business days |
| Bank transfer | 5–7 business days |
| Cash on delivery orders | Refunded via bKash or bank transfer |
If you have not received your refund after the stated period, please contact us at support@nookcraft.shop.
6. Return Shipping Costs
| Situation | Who Pays Return Shipping |
|---|---|
| Damaged, defective, or wrong item | Nook pays — we arrange pickup or reimburse shipping cost |
| General return (within policy) | Customer pays return shipping |
| Item not eligible for return | Return will not be accepted |
7. Real Plants Policy
Real plants are living products and require special handling. Please note:
- Plants are inspected and packed carefully before dispatch
- We cannot accept returns on plants that arrive in healthy condition
- If your plant arrives visibly damaged, wilted beyond recovery, or dead due to shipping — contact us within 24 hours with photos and we will send a replacement
- Natural leaf variation, minor yellowing from transit stress, or slight soil displacement does not qualify as damage
Care tip: Unbox your plant immediately upon delivery and place it in indirect light.
8. Damaged in Transit
If your order was damaged during delivery:
- Take photos immediately — before removing items from packaging
- Contact us within 48 hours at support@nookcraft.shop
- Include your order number and photos
- We will arrange a replacement or full refund at no cost to you
Do not dispose of the packaging until your claim is resolved.
9. Cancellations
| Order Status | Cancellation |
|---|---|
| Order placed, not yet dispatched | ✅ Free cancellation — contact us immediately |
| Order already dispatched | ❌ Cannot be cancelled — return process applies after delivery |
| Custom or made-to-order items | ❌ Non-cancellable once production begins |
To cancel an order, contact us as soon as possible at support@nookcraft.shop or through our website chat.
10. Exchanges
We currently do not offer direct size or color exchanges. If you would like a different product:
- Return the original item (if eligible)
- Receive store credit or refund
- Place a new order for the item you want
11. Contact Us
Have a question about your order or return?
Nook Customer Support 📧 support@nookcraft.shop