Refund policy
Handling Faulty or Damaged Products
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If your order arrives faulty or damaged, please contact us promptly at info@nookjia.com. We'll request proof of the issue, and if your item is confirmed as faulty or damaged, we'll send you a replacement at no additional charge.
If the condition of the item cannot be verified via photos, we may request additional photos or videos. If these are not provided we may not be able to honor your claim.
If you do not report the damage to us within 48 hours of delivery, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.
Product Exchanges
If you'd like to exchange your order, please get in touch with us at info@nookjia.com. We'll verify your order and provide a return shipping address. Please note that while we offer free shipping on all orders, return shipping costs are not covered. Upon receipt of your returned item at our warehouse, we'll inspect it to ensure it's in its original condition and packaging. We can then offer you store credit equal to the original value of your order.
Returns for Change of Mind
If you are not completely satisfied with a product you can return it within 30 days of the tracking delivery date confirmation. Get in touch with us at info@nookjia.com to submit a change of mind return under the following conditions:
- No tags have been removed
- Item is unaltered
- Item is in original condition
- Item(s) cannot be returned or exchanged after 30 days.
The customer will need to pay a small restocking fee of 5% and return shipping which will be advised after submitting your request. Nookjia will provide a return post label with tracking.
Refunds and product exchanges are processed within 24-48 hours upon receipt of your order. For damaged products, refunds are issued within 24 hours after we confirm the damage.
Please note that once your order has shipped, we cannot offer any exchanges or returns until the item has reached its destination.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nookjia.com.
Late or Missing Refunds (if applicable)
There is often some processing time between financial institutions before a refund is posted (between 2-3 days is normal). If you still have not received your refund after this time-frame, please send us an email at info@nookjia.com and allow us the opportunity to investigate the matter further.