Refund policy

RETURN AND REFUND POLICY

Last updated: July 2026

Thank you for shopping with NookVela. We want you to feel confident when purchasing products for your home. Please review this policy carefully before placing an order.

1. RETURN WINDOW

You may request a return within 30 days after your order has been marked as delivered.

To be eligible for a return:

• The item must be unused, uninstalled, and in the same condition in which it was received.
• The item must include its original packaging, accessories, manuals, and included parts.
• You must provide a valid order number or proof of purchase.
• You must contact us before sending any item back.

Returns sent without prior approval may not be accepted.

2. HOW TO REQUEST A RETURN

To request a return, email:

support@nookvela.com

Please include:

• Your full name
• Order number
• Product name
• Reason for the return
• Clear photos or videos when the item is damaged, defective, incomplete, or incorrect

After reviewing your request, we will provide return instructions if the return is approved.

Do not return products to the address shown on the package or directly to a supplier without receiving instructions from NookVela.

3. RETURN SHIPPING COSTS

If you are returning an item because you changed your mind, selected the wrong option, no longer want the item, or made an ordering mistake, you are responsible for the return shipping cost.

If the product arrives damaged, defective, materially different from its description, or incorrect due to an error by NookVela or our fulfillment partner, we will provide an appropriate resolution at no additional cost to you.

Original shipping charges are non-refundable unless required by applicable law or the return is caused by our error.

4. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Please inspect your order after delivery.

If an item arrives damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at:

support@nookvela.com

Please include clear photos or videos of:

• The product
• The issue or damage
• The shipping label
• The outer packaging, when relevant

Depending on the circumstances, we may offer:

• A replacement
• Replacement parts
• A partial refund
• A full refund

Please do not discard the product or packaging until your request has been reviewed.

5. NON-RETURNABLE ITEMS

The following items may not be eligible for return:

• Items that have been used, installed, modified, washed, damaged, or altered after delivery
• Items missing original packaging, parts, accessories, or manuals
• Personalized or custom-made products
• Gift cards
• Clearance or final-sale products when clearly identified as final sale before purchase
• Products returned without prior approval
• Products damaged through misuse, improper installation, normal wear, or failure to follow instructions

This section does not limit any rights that cannot legally be excluded.

6. ORDER CANCELLATIONS

Please contact us as soon as possible if you need to cancel or change an order.

We will make reasonable efforts to assist, but cancellation or modification is not guaranteed after an order has entered processing, fulfillment, or shipment.

If an order has already shipped, the customer may need to follow the normal return process after delivery.

7. REFUNDS

After an approved return is received and inspected, we will notify you of the outcome.

Approved refunds are issued to the original payment method.

Please allow approximately 5–10 business days after a refund is processed for the funds to appear, depending on your payment provider or financial institution.

NookVela is not responsible for processing delays caused by PayPal, banks, card issuers, or other payment providers.

8. REFUSED OR UNDELIVERABLE PACKAGES

Customers are responsible for providing an accurate and complete shipping address.

If a package is returned because of:

• An incorrect or incomplete address
• Refusal of delivery
• Failure to collect a package
• Repeated unsuccessful delivery attempts

any refund may be reduced by shipping, return, handling, or carrier costs that we incur, where permitted by law.

9. LOST PACKAGES

If tracking indicates that a package is still in transit beyond the estimated delivery period, contact us so that we can investigate with the fulfillment partner or carrier.

If tracking shows that a package was delivered but you cannot locate it, please:

• Check around the delivery location
• Ask household members or neighbors
• Contact the local carrier
• Contact us for additional assistance

10. CONTACT

For return or refund questions, contact:

NookVela
Email: support@nookvela.com
Website: https://nookvela.com