Refund policy
Our policy lasts 30 days. If 30 days have passed since your order was delivered, unfortunately we can't offer you a refund or exchange.
An exchange is permitted only once, beyond that any change is at your own expense.
Return shipping costs are not covered by Nook&Need. Customers are responsible for paying their own return shipping costs.
For any item received damaged or defective, we commit to replacing it at our expense or refunding it in full.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
30-Day Satisfaction Guarantee
We offer a "satisfaction guaranteed" commercial guarantee valid for 30 days from the date you receive the product.
This guarantee applies in cases of dissatisfaction related to product use, provided that:
- the product is returned in its original condition,
- with its original packaging,
- and has not been damaged or misused.
Return shipping costs remain the customer's responsibility, except in the case of a defective product, one damaged on arrival, or one that doesn't match its description.
This guarantee does not apply to sale or promotional items, which are excluded for hygiene or safety reasons, except in cases of defect, damage, or non-conformity, as required by law.
Several types of products cannot be returned. Perishable goods such as food, flowers, or magazines cannot be returned. We also do not accept returns on intimate or sanitary use products, hazardous materials, or flammable liquids or gases.
Other items that cannot be returned:
- Gift cards
- Downloadable software products
- Certain health and personal care products
To process a return, please provide us with a receipt or proof of purchase. Please send a prompt email with the subject "Item Return" to the address:
contact@nookandneed.com
There are certain situations where only partial refunds are granted: (if applicable)
- Books with obvious signs of use.
- CD, DVD, software, video game, cassette, or vinyl record that has been opened.
- Any item not in its original condition, that is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 15 days after delivery.
No-Return Clause for Underwear (panties, bras), Swimwear and Intimate Apparel, opened or used cosmetic products... and other sensitive products.
Returns and Exchanges:
For hygiene and safety reasons, we do not accept returns or exchanges for underwear, swimwear, or intimate apparel products. These items are neither exchangeable nor refundable.
Opened Products (cosmetics and other sensitive products)
For hygiene and safety reasons, cosmetic products or any other sensitive product that has been opened or used cannot be returned.
However, we do accept returns for opened sensitive products in the following cases:
- Defective or damaged product: If the product arrives damaged, please contact us within 7 days with photos of the product and packaging.
- Order error: If you receive an incorrect product or wrong shade, we will replace the product or issue a refund.
Return Process
- Contact our customer service with your order number and a description of the issue.
- Wait for our approval before sending the product back. Any unauthorized return will be refused.
- Once the return is approved, follow the instructions to send the product back. Return shipping costs are the customer's responsibility, except in cases of a defective product or order error.
Refunds
Once we receive and inspect the returned item, we will send you an email to confirm we have received it. We will also notify you of the approval or rejection of your refund request.
If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 24 hours.
Refund in Case of Delivery Delay
Delivery times may be affected by external factors or force majeure. A delivery delay of up to 30 days does not entitle you to a refund. Once this timeframe has passed, you may submit a refund request.
Refund After Order Has Shipped
To be eligible for a refund, you must wait to receive your package and return it to the return address we will provide you.
Nook&Need is not responsible for any part of the delivery for which we were given an incorrect delivery address, and if your package has already shipped, no refund request will be accepted in that case.
Refund in the Case of a Returned Package for the Following Reasons
- Incorrect or incomplete address provided by the customer
- Customer unavailable at the time of delivery
- Package not picked up at the carrier facility (USPS, UPS, or FedEx) within the allotted timeframe. If you were not home at the time of delivery, the carrier will leave a delivery notice so you can pick up your package at your local post office or carrier facility. You typically have 15 days to pick up your package before it is returned to sender. If this timeframe is exceeded and your package is returned to us, reshipping costs are not covered by Nook&Need and will be the customer's sole responsibility.
If the customer refuses to pay for return shipping and requests a refund instead, a $19 processing fee will automatically be deducted from the refunded amount, to cover the administrative and logistical costs incurred.
Late or Missing Refunds
If you haven't received your refund yet, first check your bank account again.
Then contact your credit card company or bank, it may take some time before your refund is officially posted.
If after completing these steps you still have not received your refund, please contact us at contact@nookandneed.com
Return Shipping Costs
You will be responsible for paying for your own shipping costs to return your item.
Return Address
Please contact us so we can provide you with the return address closest to your location. Please do not send the product back to the address indicated on the package.