Refund policy

Last Updated: November 3, 2026

At NOOKBRICKS, customer satisfaction is important to us. We want you to feel confident when shopping with us.

If you are not satisfied with your purchase, or if you receive a damaged, defective, or incorrect item, please contact our customer support team. We will review your request and work with you to find an appropriate solution in accordance with this policy and applicable consumer protection laws.

This Return and Refund Policy applies to orders delivered within the United States.

1. Voluntary 30-Day Return Policy

We offer a voluntary 30-day return policy for eligible purchases delivered within the United States.

You have 30 calendar days after delivery to request a return. Submit your request within this period; the item does not need to arrive at our return warehouse within these 30 days. Once your return is approved and return instructions are provided, send the item within 14 calendar days and provide the shipment tracking number.

To qualify for a voluntary return:

The product should be unused and in its original condition.
The product should include its original accessories, parts, and components.
The product should not have been damaged through improper use, installation, or handling by the customer.
The return request must be submitted within 30 days of delivery.

You may unpack and reasonably inspect the product to check its condition, dimensions, compatibility, and included components. Inspection is different from continued use. Please keep the product and all included parts in their original condition.

If inspection identifies customer-caused damage, alterations, missing components, or use beyond reasonable inspection, we will explain the findings and any proposed adjustment before finalizing the refund. We do not apply an automatic percentage deduction.

Please retain the original packaging where reasonably possible to help protect the product during international return shipping.

To request a return, contact us at support@nookbrick.com.

Approved returns must be sent to the return address provided in our return instructions.

Please contact us before sending any product back. This helps us identify and process your return correctly.

2. Return Eligibility

Voluntary returns are generally accepted when the product meets the following conditions:

The product is returned in its original condition.
All included accessories, components, and parts are returned.
The product has not been damaged through improper use or handling.
The return request meets the applicable return period.

If a product is damaged, defective, incorrect, or materially different from its description, it will be reviewed separately under our damaged, defective, or incorrect item procedures.

Nothing in this policy limits any consumer rights available under applicable law.

3. How to Request a Return

All voluntary returns must be coordinated with our customer support team before shipment.

Please follow these steps:

Step 1: Contact Our Support Team

Email support@nookbrick.com and provide:

Your order number
The product name
The reason for your return
Relevant photographs or videos, if applicable

Step 2: Receive Return Instructions

Our customer support team will review your request and confirm whether the return can be accepted.

If approved, we will provide the return address and shipping instructions for our designated return warehouse in Dongguan, Guangdong, China.

Step 3: Ship the Approved Return

Carefully package the product and send it to the return address provided by our customer support team.

Send the approved return within 14 calendar days after approval and receipt of return instructions. Provide the return tracking number after shipment so that we can monitor the package. If you cannot meet this deadline, contact us before it expires to discuss the next steps.

Step 4: Return Inspection

Once the returned product arrives at our return facility, our team will inspect its condition and verify that it meets the applicable return requirements.

Step 5: Refund Processing

If the return is approved, we will process the refund to the original payment method in accordance with this policy.

Please do not send products back without first contacting our customer support team.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return.

4.1 Returns Due to Personal Reasons

For voluntary returns due to personal reasons, customers are responsible for the international return shipping costs.

Examples include:

Changing your mind after purchasing.
Ordering the wrong product or model.
No longer needing the product.
Personal preference or dissatisfaction with the appearance when the product matches its description.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where required by applicable law.

International return shipping can be expensive. We recommend contacting our customer support team before arranging a return, as we may be able to discuss an alternative resolution.

4.2 Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect due to an issue attributable to NOOKBRICKS, please contact us with your order number and supporting photographs or videos.

After reviewing and confirming the issue, NOOKBRICKS will arrange an appropriate resolution.

Where a return is required, we will cover reasonable return shipping costs or provide an appropriate return shipping arrangement, as applicable.

Customers should not arrange an international return shipment at their own expense without first contacting our support team.

4.3 Items Not as Described

If the product received is materially different from its description or specifications on our website, please contact us.

We will investigate the issue and provide an appropriate resolution, including a refund or another remedy where required by applicable consumer protection laws.

5. Refund Policy

Once an authorized return has been received and inspected, we will notify you of the refund decision.

We will complete the return inspection, notify you of the outcome, and process any approved refund within 7 business days after the returned product arrives at our return warehouse.

Refunds will be issued to the original payment method used for the purchase.

Please note that the time required for the refunded amount to appear in your account may depend on your bank, card issuer, or payment provider.

5.1 Refund Amounts

The refund amount depends on the reason for the return. For a voluntary return that meets our return conditions, we refund the amount actually paid for the returned product after discounts. We do not charge restocking or return processing fees. Original outbound shipping charges are generally not refunded for voluntary returns, and customers pay the international return shipping costs. If outbound shipping was free, we do not deduct an undisclosed outbound shipping charge from the product refund.

Voluntary returns: Original shipping charges are generally non-refundable, and international return shipping costs are the customer's responsibility, except where required by applicable law.
Damaged or defective products: Applicable product and shipping charges will be refunded or otherwise resolved in accordance with applicable consumer protection laws.
Incorrect or materially misdescribed products: We will provide an appropriate refund or other remedy in accordance with applicable law.

Any applicable deductions or adjustments will be explained to the customer before the refund is finalized.

We will not exclude or restrict any mandatory consumer rights.

6. Exchanges

NOOKBRICKS does not currently offer direct product exchanges.

If you would like a different product, size, or model, you must first request a return of the original product in accordance with this policy.

Once your return has been received, inspected, and approved, we will process the applicable refund to your original payment method.

After the refund has been processed, you may place a new order for the product you wish to purchase.

Please note that the new order will be subject to the product's current availability and applicable prices at the time of purchase.

For damaged, defective, or incorrect products, our customer support team will review the issue and arrange an appropriate remedy in accordance with applicable consumer protection laws. Where a replacement is appropriate and available, the replacement arrangement will be confirmed by our customer support team.

7. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us promptly if an item is damaged, defective, or incorrect.

Contacting us within 48 hours, and preferably no later than 7 days after delivery, helps us investigate and resolve the issue more quickly.

These suggested reporting periods do not limit any statutory rights available to you.

To help us review your claim, please provide:

Your order number
Clear photographs or videos of the affected product
Photographs of the outer packaging, where relevant
A brief description of the issue

If your claim is accepted, we will provide appropriate return instructions and, where applicable, a prepaid return shipping label.

Depending on the circumstances and applicable law, we will provide an appropriate remedy, which may include a refund or replacement where available.

8. Exceptions and Non-Returnable Items

Certain products may be excluded from our voluntary return policy, including clearly identified:

Personalized products
Custom-made products
Special-order products

Any exclusions that apply to our voluntary return policy will be clearly disclosed before purchase.

These exclusions do not affect customers' rights regarding defective, damaged, incorrect, or misdescribed products under applicable consumer protection laws.

Gift cards are non-returnable except where required by applicable law.

Ordinary sale and promotional items, including Black Friday purchases, are eligible for the same 30-day voluntary return policy as full-price purchases. Refunds are based on the amount actually paid after discounts, not the original list price. The separately disclosed exclusions above still apply.

9. Order Cancellation

If you wish to cancel an order, please contact our customer support team as soon as possible at support@nookbrick.com.

Before Shipment

If your order has not yet been dispatched, contact us to request cancellation. We will cancel the unshipped order and issue a full refund of the amount paid, including any shipping charges, to the original payment method. Contact us promptly because an order may be dispatched while a request is being reviewed; we will confirm its status and the applicable next steps.

Any order cancellation refund will be issued in full to the original payment method within 7 calendar days after the cancellation is confirmed, or sooner where required by applicable law.

Please note that your bank or payment provider may require additional processing time before the refunded amount appears in your account.

After Shipment

Once an order has been dispatched, it may no longer be eligible for cancellation through our order processing system.

If you no longer wish to keep the product after shipment, you may request a return in accordance with this policy.

Nothing in this section limits any applicable statutory cancellation or consumer protection rights.

10. Lost or Missing Orders

If your order has not arrived or tracking information indicates a delivery problem:

Check the tracking information in your shipment confirmation email.
Check with household members or neighbors where appropriate.
Contact our customer support team if the issue remains unresolved.

We will contact the relevant shipping provider and investigate the shipment.

If a package is confirmed lost or cannot be successfully delivered after a reasonable investigation, we will provide an appropriate resolution, which may include a replacement or full refund.

Customers will not be required to resolve shipping investigations directly with the carrier.

Our handling of lost or missing orders will comply with applicable consumer protection laws.

11. Return Address

Our designated return facility is located in Dongguan, Guangdong Province, China.

NOOKBRICKS Returns & Fulfillment Warehouse

Room 601, Building 1, Jirui Technology Industrial Park, No. 92 Qiaotou Dongxin Road, Qiaotou Town, Dongguan, Guangdong, China.

Important Return Instructions:

Customers must contact support@nookbrick.com before sending any return package.

Please obtain return authorization and shipping instructions before arranging the return shipment. Approved returns must be shipped within 14 calendar days after approval and receipt of those instructions.

Our customer support team will confirm the return address and provide the necessary instructions.

Please note that our Hong Kong registered business address is not our designated return facility.

12. Consumer Rights

Nothing in this Return and Refund Policy excludes, limits, or replaces any rights or remedies available to customers under applicable federal or state consumer protection laws.

Where applicable law provides customers with rights that are more favorable than the terms of this policy, those legal rights will prevail.