Returns & Refunds
Return Policy
Please review the conditions below before requesting a return, refund, or cancellation. For assistance, contact Nookza with your order details.
Request a return for an eligible, non-defective item within 45 days of receiving your order.
01 / What Can Be Returned
We accept return requests only for items purchased directly from Nookza. If you purchased an item from an authorized retailer, please contact that retailer directly.
To be eligible, items must be unused, in the condition in which they were received, and in their original packaging with all accessories, manuals, and documentation. Items with stains, folded cards, broken seals, or damaged plastic wrapping may not qualify for a refund or exchange.
The following are not eligible for return:
- Personalized products.
- Items purchased through other retailers.
- Incorrect products ordered by the customer.
- Products damaged through customer mishandling.
Proof of purchase is required. Returns without a receipt may be refused. Nookza reserves the right to decline returns that do not meet these conditions.
02 / How to Request a Return
1. Contact us within 45 days.
For a non-defective item, submit your request within 45 days of receiving your order. Include your order number and the reason for your return.
2. Wait for instructions.
Our customer service team will review your request and provide further instructions if it is approved. Please contact us for the return address before sending any item back.
3. Prepare the return.
Include the original packaging, accessories, manuals, and documentation. Confirm return shipping arrangements and any applicable return postage costs with our team before sending your parcel.
03 / Defective, Incorrect, or Damaged Items
If you receive a defective, incorrect, or damaged item, contact us and provide:
- Your order number and proof of purchase.
- A photo or video showing the issue.
- Your complete delivery address.
- Your contact telephone number.
Photos or video may be required to assess the issue before a refund or replacement is arranged.
04 / Refund Processing
| Refund detail | Policy |
|---|---|
| Return processing | Up to 14 business days after we receive your returned item. |
| Defective products | A full refund will be issued for an approved defective-product return. |
| Non-defective products | Shipping and handling fees are excluded from the refund. |
| Refund method | Your original form of payment. |
We will email you when your return has been processed. For credit or debit card payments, refunds are sent to the card-issuing bank within 14 business days of receipt of the returned item or an eligible cancellation request.
Your bank may take additional time to post the credit to your account. If the refund has not appeared, please contact your bank or card issuer to check its posting status.
05 / Order Changes & Cancellations
Contact us as soon as possible with your order number and the change you wish to make. We will confirm when a change has been completed.
Any accepted cancellation is subject to a fee of 30% of the total order price. This applies regardless of how soon after placing the order you request cancellation.
Orders that have already been packed or shipped cannot be cancelled.
06 / Shipping Choices & Missing Deliveries
The shipping method selected at checkout determines the tracking information available for your delivery.
Free Shipping (Without Tracking): We provide proof of shipping only. You will not be able to track the parcel’s location, and you accept the risk of non-delivery associated with this untracked method, subject to the 60-day refund protection below.
Standard Shipping (With Tracking): This option allows you to follow your parcel’s delivery progress. We strongly recommend tracked shipping for orders over $75.
If an untracked free-shipping order has not arrived after 60 days: Contact us with your order number. The matter will be escalated to our tier 2 support team and your payment will be refunded, no questions asked.
Need Help with a Return?
Contact us with your order number to request the return address or ask about your return, refund, or cancellation.
Contact Nookza →