Refund policy
Returns & Refunds Policy
At Nook Box, we want you to love your books and bookish goodies. We carefully check and pack orders before they leave us, but we understand that occasionally something may arrive damaged, faulty or incorrect.
This policy explains how we handle returns, refunds, replacements and damaged items. Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
1. Change of Mind
Please choose carefully, as Nook Box does not offer returns, exchanges or refunds where you have simply changed your mind.
This includes:
- Subscription boxes;
- Books and book-only subscriptions;
- Individual products and bookish items;
- Past boxes;
- Sale and clearance purchases; and
- Special editions and pre-orders, unless otherwise stated.
Please do not return an item to Nook Box without contacting us first.
Your rights in relation to faulty, damaged or incorrectly supplied products are not affected by this change-of-mind policy.
2. Subscription Renewal Refunds
Nook Box subscriptions automatically renew on the 20th of each month.
If you change your mind after a subscription renewal has been processed, you may request cancellation and a refund for that upcoming box by contacting hello@nookbox.com.au no later than the 26th of that month.
After the 26th, quantities are confirmed and orders are committed to our monthly production and fulfilment cycle. We therefore do not offer change-of-mind cancellations or refunds for that month's box after this date.
This deadline applies to change-of-mind subscription cancellations only and does not affect any rights you may have under the Australian Consumer Law.
For complete information about cancelling, skipping or managing a subscription, please refer to our Purchase Options Cancellation Policy.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, contains a faulty product, is missing a purchased item, or you receive an incorrect item, please contact us at hello@nookbox.com.au as soon as possible.
We may ask you to provide:
- Your order number;
- A description of the issue; and
- Clear photographs and/or video showing the product, damage or fault.
This information helps us assess the issue and, where applicable, raise the matter with our supplier or delivery provider.
Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include a repair, replacement, refund or other solution.
4. Book Condition & Minor Imperfections
Books are physical paper products and may occasionally have small manufacturing, printing, handling or transit imperfections.
Minor cosmetic imperfections that do not materially affect the appearance, quality or use of the book will not generally be considered damage under our voluntary replacement policy.
Examples may include:
- Light surface scratches or scuffs;
- Very small corner or edge dents;
- Minor wrinkling or creasing around the spine;
- Slight variations in sprayed or printed edges;
- Minor foil, printing or colour variations;
- Slight variations in alignment or trimming; and
- Mild page waviness caused by humidity or climate changes.
For our voluntary replacement policy, examples of damage that we would generally consider significant include:
- Deep scratches, slices or significant crushing to a cover, spine or edge;
- Significant tears, cuts or creases to a dust jacket;
- Split or failed binding;
- Missing pages;
- Significant printing errors;
- A severely misaligned book block; or
- Damage that materially impacts the appearance, readability or intended use of the book.
We assess each claim individually, taking into account the nature and extent of the issue.
These guidelines describe Nook Box's voluntary approach to minor cosmetic imperfections and do not limit any rights or remedies available under the Australian Consumer Law.
5. Bookish Items & Box Inclusions
If a purchased bookish item arrives faulty or damaged, please contact us so we can assess the issue.
Where a replacement is appropriate, replacements are subject to stock availability. Because many Nook Box products are custom-made, limited-run or sourced specifically for a monthly box, an identical replacement may not always be available.
If the original item is unavailable, we will work with you to provide an appropriate remedy, which may include an alternative item, refund or other solution depending on the circumstances and your rights under the Australian Consumer Law.
Minor variations in colour, finish, placement, printing, handmade products or other manufacturing characteristics may occur and are not necessarily considered faults.
6. Complimentary & Promotional Items
Items supplied genuinely free of charge as a complimentary gift or promotional extra may be replaced at Nook Box's discretion and are subject to stock availability.
This does not apply to products advertised as part of the purchased contents or value of a Nook Box. Products forming part of what you purchased will be treated as purchased goods under this policy.
7. Scratch & Dent / Imperfect Stock
Products sold specifically as Scratch & Dent, Imperfect, Seconds or similar will clearly disclose that they contain known cosmetic imperfections.
You cannot request a return, refund or replacement simply because of an imperfection that was disclosed before purchase.
However, your rights under the Australian Consumer Law continue to apply to other faults or problems that were not disclosed to you before purchase.
8. Reporting an Issue
We recommend inspecting your order shortly after delivery and contacting us within 14 days of delivery where possible.
Contact:
Please include your order number, a description of the problem and clear photos or video where relevant.
Contacting us promptly makes it easier for us to investigate shipping damage, locate replacement stock and resolve the issue.
The 14-day period is a requested notification period and does not limit any rights you may have under the Australian Consumer Law.
9. Returns
Please contact us before returning any product. We may need to assess photographs or other information first and will provide return instructions where required.
In some circumstances, we may ask you to return an item before providing a remedy.
Where applicable under the Australian Consumer Law, reasonable return postage costs for a faulty product will be reimbursed by Nook Box.
Please retain your postage receipt if we ask you to return an item using your own postage.
10. Refund Processing
Where a refund is approved, it will generally be returned to the original payment method.
Nook Box will process approved refunds as soon as reasonably practicable. Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
Shipping charges will only be refunded where required by law or where otherwise agreed by Nook Box.
11. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the nature of a problem with a product, you may be entitled to a repair, replacement, refund or other remedy. For a major failure, you may be entitled to choose a refund or replacement.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
12. Misuse of This Policy
Nook Box reserves the right to investigate claims where we reasonably suspect fraudulent activity, misuse of our returns process, commercial resale or attempts to obtain duplicate refunds or replacements.
This does not affect any rights or remedies available under the Australian Consumer Law.