Return & Refund Policy

NookHomeCo
Operated by EMPIN DMAPRIME LLC
Website: https://nookhomeco.com
Effective Date: November 9, 2026

At NookHomeCo, customer satisfaction is important to us. We carefully review return and refund requests to provide a fair and transparent shopping experience.

Please review the following policy before making a purchase.

1. 72-Hour Return and Refund Request Window

Customers must submit requests for standard returns, exchanges, or refunds within 72 hours (3 days) after the order is delivered.

The 72-hour period begins when the shipping carrier records the package as delivered.

Requests submitted within this period will be reviewed under the eligibility conditions outlined below.

Submitting a request within 72 hours does not guarantee automatic approval of a refund.

Requests outside this period may not qualify for voluntary returns. However, this deadline does not override statutory warranties, rights relating to defective or misrepresented products, delivery obligations, or other consumer rights protected by applicable law.

2. Eligibility for Returns

To qualify for a standard voluntary return:

• The return request must be submitted within 72 hours of delivery.
• The product must be unused and in its original condition.
• The product should include its original packaging, accessories, and components.
• Proof of purchase or a valid NookHomeCo order number must be provided.
• The return must be authorized by our customer support team before being shipped back.

Products showing evidence of use, accidental damage after delivery, unauthorized modifications, or missing components may be ineligible for voluntary returns.

These conditions do not restrict remedies required under applicable law.

3. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incomplete, or incorrect item, please contact us within 72 hours of delivery whenever possible.

When submitting a claim, please provide:

• Your order number.
• A description of the problem.
• Clear photographs or video showing the issue, where available.
• Pictures of the shipping packaging if the shipment was damaged.

Once the issue has been reviewed and verified, we may offer a replacement, exchange, repair, or refund, as appropriate.

Where NookHomeCo is responsible for supplying the wrong or defective product, we will cover reasonable authorized return shipping costs.

Legal rights relating to defective or nonconforming products remain available regardless of the standard 72-hour voluntary return window.

4. How to Request a Return or Refund

To initiate a return or refund request:

1. Contact NookHomeCo Customer Support within the applicable request period.
2. Include your order number and reason for the request.
3. Provide supporting photographs or documentation if relevant.
4. Wait for our team to review your request and provide instructions.
5. If a return is authorized, follow the return shipping instructions provided.

Please do not send merchandise to our warehouse or registered business address without prior authorization.

Authorized returns must be shipped within 14 calendar days after return instructions are provided, unless otherwise agreed or required by law.

The designated return address will be provided with the authorization.

5. Return Shipping Costs

For standard voluntary returns, including change-of-mind purchases, the customer is responsible for return shipping costs.

If a return is caused by an incorrect, defective, or damaged product attributable to NookHomeCo, we will provide appropriate return shipping arrangements or reimbursement, where applicable.

Customers should not independently purchase a return shipping service expecting reimbursement without our prior approval, except where applicable law provides otherwise.

6. Non-Returnable Items

The following items generally do not qualify for voluntary returns:

• Products that have been used or damaged by the customer.
• Products returned with missing essential parts or accessories.
• Personalized or customized products supplied as ordered.
• Items specifically marked as final sale before purchase.
• Products that cannot reasonably be resold for health or hygiene reasons, where applicable.

These exclusions do not affect refunds, repairs, replacements, or other remedies required by law.

7. Refund Review and Processing

Once an authorized return is received, our team will inspect the product and review whether it meets the applicable return conditions.

If approved, the refund will normally be initiated within 10 business days after approval.

Refunds are generally issued to the original payment method used during checkout.

Additional time may be required for the customer's bank, card issuer, or payment provider to post the refund.

If the refund is delayed beyond the expected processing period, customers should contact our support team.

Refunds required by law will be handled within the applicable legal deadlines.

8. Original Shipping Charges

For voluntary returns, original shipping charges are generally non-refundable once an order has been shipped.

If NookHomeCo fails to fulfill an order, cancels an unshipped order, or provides a refund in circumstances where shipping charges must also be reimbursed, those charges will be refunded as required.

9. Exchanges and Replacements

Eligible customers may request a product exchange or replacement within the standard 72-hour request window.

Exchanges are subject to product availability and review.

If the requested replacement is unavailable, we may offer an alternative resolution, including an applicable refund.

10. Missing or Undelivered Orders

If an order has not arrived, or tracking information indicates a delivery problem, please contact customer support promptly.

We will review the available tracking records and investigate with the shipping carrier as appropriate.

The standard 72-hour period for returns after delivery does not apply to orders that were never delivered.

Customers retain any rights to cancellation, replacement, or refund required by applicable law.

11. Order Cancellation

Customers may request cancellation before their order has shipped.

If cancellation is accepted before dispatch, a refund will be issued to the original payment method.

If the order has already shipped, any voluntary return request will be reviewed under this policy.

Cancellation and refund rights required by applicable consumer protection laws will always be honored.

12. Fraudulent or Abusive Claims

NookHomeCo reserves the right to investigate suspicious, duplicate, fraudulent, or abusive return requests.

We may decline discretionary returns that do not comply with this policy, provided doing so does not violate applicable law.

13. Customer Support

For return requests, refunds, exchanges, or questions regarding this policy, please contact NookHomeCo Customer Support using the contact details below. Please include your order number when contacting our team.

14. Applicable Consumer Rights

Nothing in this policy excludes or limits consumer protections, statutory warranties, or remedies that cannot legally be waived.

Where applicable law provides greater protections than this policy, those legal requirements take precedence.

NookHomeCo Customer Support
Email: xinyi88808@outlook.com
Website: https://nookhomeco.com