Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
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.
Additional non-returnable items:
Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Change of mind
Our store will not give a refund or replacement if a customer simply changes their mind about a product. Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product.
It is the sole responsibility of the customer to provide their correct personal information when processing a transaction. This includes name, phone number, email address and postal address. Our store will not be held responsible and no refunds will be processed for any incorrect information that results in the customer not receiving their order. In the case of incorrect customer information no shipping costs will be refunded.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]
What if an item arrives damaged?
If an item has suffered during shipping, please contact us via the CONTACT page or directly at [email protected] and we'll do everything we can to rectify the issue. Unfortunately if a product has been damaged, this is the result of the postal service and is not the responsibility of Nook & Burrow, as we send all order off with sufficient packaging to ensure this doesn’t occur.
If an order arrives damaged, Nook & Burrow are happy to send a replacement, on the proviso that the buyer provides a detailed photograph of the damaged product. A resulting shipping fee from the buyer will be required to send the replacement.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.