Return and Refund Policy
RETURNS
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Our policy lasts 14 days from the date of delivery. If 14 days have passed since your delivery, we are unfortunately unable to offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging.
To process a return, you must provide us with a receipt or proof of purchase.
To send back your parcel, please contact us at contact@book-nook-store.com. Once your request has been validated, we will send you the return form with the return address and the necessary instructions. The return address may vary depending on the location of the warehouse from which the item was shipped.
There are certain situations where only a partial refund may be granted (where applicable):
* Any item that is not in its original condition, is damaged, or has certain parts missing for reasons that are not due to an error on our part.
* Any item that is returned more than 14 days after delivery.
Gifts:
If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal in value to your return. Once we have received the returned item, a gift voucher will be sent to you.
If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first in order to give it to you later, we will send the refund to the gift giver, who will be made aware that you have returned the item.
Order Cancellation (where applicable):
Most orders are processed within 24 hours. If you wish to cancel your order for any reason, please send an email to contact@book-nook-store.com within 24 hours of placing your order.
The vast majority of in-stock items are processed and/or shipped within 24 hours. You must contact us within this timeframe so that we can attempt to cancel your order before it is processed and/or shipped.
If the order has already been processed, cancellation requests will not be considered.
Exchanges (where applicable):
We only replace an item if it is defective or damaged. If this is the case and you wish to exchange it for the same item, please send us an email at contact@book-nook-store.com.
Exchanges and Store Credit (where applicable):
- Exchange your item for a different size/colour.
Exchanges are only possible for a different size and/or colour of the same model. For any other change, we recommend returning the original item for a refund and placing a new order for the desired product.
- Refund and store credit details
By default, we offer store credit valid on our shop. However, if you prefer a refund to your original payment method, simply let us know by email at contact@book-nook-store.com. We will then process the refund at no additional cost. No restocking fee applies to exchanged orders or items returned due to a manufacturing defect.
Only the final price paid (after any applicable discounts) will be refunded.
Discount codes and store credit vouchers cannot be reissued and are non-refundable.
For any return request involving a defective or non-conforming item, we may ask you to provide one or more photographs. For returns submitted within the standard 14-day return window, this step is not required.
Refunds (where applicable):
Once we have received and inspected the returned item, we will send you an email confirming receipt. We will also notify you of our decision regarding 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 original payment method within 14 days of receipt of the return. Under the Restore Online Shoppers' Confidence Act (ROSCA) and the FTC's regulations on negative option marketing, refunds will be issued promptly and without undue conditions.
No Right of Return for Personalised Items:
Certain items may be personalised upon request and made to order according to your specifications. As these items are custom-made, they are non-returnable and non-refundable once the order has been placed and production has begun, except in the case of a manufacturing defect. This exclusion is consistent with standard practice under US consumer law for made-to-order goods. Customers in the EU and UK retain their statutory rights as set out under applicable local law.
Late or Missing Refunds (where applicable):
Before contacting us, we invite you to check your bank account, then contact your bank or credit card issuer, as a processing delay may apply. Under the Fair Credit Billing Act (FCBA), credit card refunds must be processed within a reasonable timeframe. If after these checks you have still not received your refund, please contact us at contact@book-nook-store.com.
Shipping (where applicable):
Premium shipping guarantees priority processing of your order, along with loss, theft and breakage coverage during transit. Once delivery has been confirmed by the carrier, we cannot be held responsible for any loss or theft occurring after receipt.
In the event of breakage or a defective product upon arrival, we will ask you for a photo or video of the product. In the event of loss or theft prior to delivery, a sworn statement and a claim filed with the carrier will be required.
Return shipping costs are the customer's responsibility in the case of a standard return. However, if the return is due to an error on our part (defective or non-conforming item), we will cover these costs. This is consistent with the FTC's Mail, Internet, or Telephone Order Merchandise Rule, which requires sellers to provide a full refund including original shipping costs where goods are not delivered as promised or are materially non-conforming.
Depending on where you live, the time required to receive your exchanged product may vary.
If you are shipping an item worth more than $50, you should consider using a trackable shipping service or purchasing shipping insurance. We strongly recommend using a tracked delivery service and, where necessary, insurance. In the event of loss by the carrier, we cannot unfortunately be held responsible.