Returns Policy
For Singapore orders only:
Request for replacements or refunds by the customer :
While we assure you that every single product that you choose is thoroughly inspected, checked for defects and packaged with utmost care. However due to the fragile nature of our products damage or breakage during transit may happen. Therefore, to enable seamless customer experience, we accept replacement or refund requests if the conditions below are met sufficiently.
Your purchase is eligible for replacement or refunds if it meets the following conditions only:
- If an incorrect product is delivered to you, i.e., the product does not match the item description mentioned on the website or wrong product is delivered.
- If the product you received has a quality or manufacturing defect or damage that affects the stability and functionality of the product
All our products are handmade by artisans, one piece at a time, making each piece unique. Slight variations between the products is a naturally occurring feature of handmade products made from natural materials. Therefore slight variations in colour tone, shape or size are not regarded as a defect and will not be eligible for return or replacement. Irregularities in glaze and texture should be celebrated.
If your purchase meets the criteria mentioned above, please email us at hello@nook.sg within 3 days of delivery with the following information:
- Order number
- Delivery address
- Unboxing video, image of the item delivered
- Specify the reason for the request for replacement or refund
Unfortunately, we will not be able to consider any emails or images sent after 3 days of delivery.
Upon receipt of the item, we will conduct a thorough check to ensure no signs of usage and tags and original packaging are retained. We will confirm acceptance or rejection, within 3 business days. Your request for replacement or refund will be processed thereafter.
Under certain circumstances, if we are unable to provide you with replacement against your ordered product, we will notify you, and thereafter will process a refund of the paid amount within 3 business days.
In case of refund - the amount will be returned to the mode of payment used for the purchase.
Refunds initiated by the company :
There are times when we may not have the product(s) that you choose in stock, or may face some issues with our inventory and quality check. In such cases, we may have to cancel your order. You will be intimated about it in advance. We will process a refund of the paid amount within 3 business days.
If, for any reason, you are not completely satisfied with any good or service that we provide, don't hesitate to contact us and we will discuss any of the issues you are going through with our product.
-Via Email: hello@nook.sg