Refund policy
We offer a 30-day return policy: you have 30 days after receiving your item to request a return. Depending on the country you live in, statutory rights may also apply (see "Your statutory rights by country" below).
To be eligible for a return, your item must be sent back in its original packaging. You're welcome to open the packaging to inspect the kit; however, the model must not have been assembled, and the parts must not have been removed from their wooden sheets. You'll also need the receipt or proof of purchase.
To start a return, contact us at contact@nooko.fr. Please note that returns must be sent to our return address: 76 rue Monge, 59150 Wattrelos, France.
If your return is accepted, we'll send you a return shipping label, along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Your statutory rights by country
Our 30-day return policy is a commercial guarantee. It comes on top of the rights the law gives you where you live, and never replaces them:
- United Kingdom, right to cancel: you can cancel your order within 14 days of the day you receive it, without giving any reason (Consumer Contracts Regulations 2013). To cancel, send us a clear statement by email at contact@nooko.fr. The details are in Section 8 of our Terms of Sale.
- United Kingdom, faulty goods: under the Consumer Rights Act 2015, you can reject a faulty item and get a full refund within 30 days of delivery.
- United States and Canada: there is no general statutory right to cancel an online purchase. Our 30-day return policy applies, under the conditions on this page.
- Australia: there is no statutory cooling-off period for online purchases, and our 30-day return policy applies. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Damages and issues
Please inspect your order as soon as it arrives and contact us right away if the item is defective or damaged, or if you received the wrong model, so we can look into the problem and make it right.
Missing item
If one or more items are missing when your package arrives, contact us at contact@nooko.fr within 15 days of delivery, with your order number. We'll check the shipping details and send you the missing parts or refund them.
Exceptions / non-returnable items
Unfortunately, we can't accept returns of gift cards.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
Refunds
We'll let you know as soon as we've received and inspected your return, and tell you whether your refund has been approved. If it's approved, you'll be refunded automatically to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at contact@nooko.fr.
