Refund policy
REFUND & RETURNS POLICY
Last updated: August 25, 2026.
At Nordic Nook, we want you to shop with confidence.
This Refund & Returns Policy explains how cancellations, returns, damaged or faulty items, and refunds are handled.
Nothing in this policy affects or limits any statutory rights you may have under applicable consumer law.
For all return, cancellation or refund enquiries, please contact us first at:
Email: support@nordicnook.uk
WhatsApp: +44 7477 206339 (messages only — no calls)
1. CHANGE-OF-MIND CANCELLATIONS
If you are a UK consumer purchasing eligible goods online, you generally have the legal right to cancel your order without giving a reason within 14 days after receiving the goods.
To exercise this right, you must clearly notify us within the applicable 14-day cancellation period.
Please contact:
Email: support@nordicnook.uk
WhatsApp: +44 7477 206339 (messages only — no calls)
Include your:
* name;
* order number;
* email address used for the order; and
* the item or items you wish to return.
Once you have notified us of your cancellation, eligible goods must be returned within the applicable legal timeframe.
Please do not return any product until you have contacted us and received return instructions.
2. RETURN INSTRUCTIONS
Returns are handled on a case-by-case basis.
Because our products may be fulfilled through different fulfilment locations, the correct return destination may vary depending on the product, order and circumstances.
After you contact us, we will review your request and provide the appropriate return instructions.
IMPORTANT:
Do not send returns to our registered office unless we expressly instruct you to do so.
Our registered office is not a customer-facing retail location and is not our standard returns address.
Sending an item to an unauthorised address may cause significant delays in processing your return and may result in additional costs where permitted by law.
3. CONDITION OF CHANGE-OF-MIND RETURNS
For change-of-mind returns, you may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you might examine an item in a physical shop.
Please return the item with all accessories, components and other items originally supplied with it where reasonably possible.
You should take reasonable care of the product while it is in your possession.
Where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to inspect them.
This does not affect your statutory rights regarding faulty, damaged, misdescribed or otherwise non-conforming goods.
4. CHANGE-OF-MIND RETURN SHIPPING COSTS
Unless otherwise required by law or agreed by Nordic Nook, customers are responsible for the direct cost of returning goods where the return is solely because they have changed their mind.
We recommend using an appropriate tracked or otherwise reliable delivery service and retaining proof of postage.
Nordic Nook is not responsible for goods that are lost during a customer-arranged return before they reach the authorised return destination, except where applicable law provides otherwise.
If an item is faulty, damaged, incorrect or not as described, different rules apply as explained below.
5. DAMAGED, FAULTY, INCORRECT OR MISDESCRIBED ITEMS
Please inspect your order as soon as reasonably possible after delivery.
If your item arrives:
* damaged;
* defective or faulty;
* materially different from its description;
* incorrect; or
* with missing items or components,
please contact us as soon as possible at:
Email: support@nordicnook.uk
WhatsApp: +44 7477 206339 (messages only — no calls)
Please include:
* your order number;
* a clear description of the problem;
* photographs showing the item and the issue;
* photographs of the outer and inner packaging where relevant; and
* photographs of the shipping label where relevant.
If possible, we also recommend taking a short video while opening your parcel, particularly where the outer packaging appears damaged.
An unboxing video can help us investigate damage with our fulfillment and delivery partners more quickly.
However, an unboxing video is not mandatory, and the absence of a video does not remove or limit your statutory consumer rights.
We may request reasonable additional information or evidence where necessary to investigate the issue.
6. YOUR RIGHTS FOR FAULTY OR NON-CONFORMING GOODS
Your rights regarding faulty, damaged, misdescribed or otherwise non-conforming goods are separate from the 14-day change-of-mind cancellation right.
Where applicable consumer law gives you the right to a refund, repair, replacement, price reduction or another remedy, Nordic Nook will honour those rights.
For qualifying faulty or non-conforming goods, we will bear reasonable return costs where required by applicable law.
Please contact us before returning the goods so that we can provide the appropriate instructions.
Do not send faulty or damaged products directly to our registered office unless we expressly instruct you to do so.
7. SHORT-TERM RIGHT TO REJECT FAULTY GOODS
Under applicable UK consumer law, consumers may have a short-term right to reject goods that do not meet statutory requirements, including where goods are faulty, not of satisfactory quality, not fit for purpose where applicable, or not as described.
This right is generally available for up to 30 days from the relevant legal starting point, subject to the circumstances and applicable law.
Nothing in this policy affects or limits your statutory consumer rights.
8. ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel or change an order before dispatch, please contact us as soon as possible at:
Email: support@nordicnook.uk
WhatsApp: +44 7477 206339 (messages only — no calls)
We will make reasonable efforts to stop or amend the order before fulfilment or dispatch.
However, we cannot guarantee that an order can be intercepted once processing, fulfilment or dispatch has begun.
If we are unable to stop the order, your applicable cancellation and return rights remain unaffected.
9. EXCHANGES
We do not currently operate a standard automatic exchange programme.
If you receive a faulty, damaged, incorrect or misdescribed item, contact us and we will review the appropriate remedy based on the circumstances and your applicable legal rights.
Depending on the case, the appropriate solution may include a refund, replacement, repair or another remedy required by law.
For ordinary change-of-mind situations, where appropriate, you may return an eligible item in accordance with this policy and place a new order separately.
10. REFUNDS
Approved refunds will normally be issued to the original payment method used for the purchase.
We aim to process approved refunds as promptly as possible and, where practical, within 7 business days once the refund is ready to be processed.
However, refund timing will always comply with the applicable legal requirements.
For eligible change-of-mind cancellations involving returned goods, we may be entitled to wait until:
* we receive the returned goods; or
* you provide acceptable evidence that the goods have been sent back,
whichever occurs first, where permitted by law.
Where applicable, refunds will be completed within the statutory deadline.
After we issue a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account. This processing time is outside our direct control.
11. ORIGINAL DELIVERY COSTS
Where required by applicable consumer law following an eligible change-of-mind cancellation, we will refund the standard delivery charge paid for the order.
If you choose a more expensive delivery option than our standard delivery service, any additional amount paid for the upgraded delivery option may not be refundable where permitted by law.
This does not affect remedies available for faulty, damaged, incorrect or misdescribed goods.
12. RETURN SHIPPING FOR FAULTY OR INCORRECT GOODS
Where goods are faulty, damaged, incorrect, misdescribed or otherwise lawfully rejected and applicable law requires Nordic Nook to bear the reasonable cost of return, we will provide appropriate instructions.
Please do not arrange an expensive international return or send goods to any supplier, fulfilment centre or other address without first contacting us.
Unauthorised return shipping costs may not be reimbursable beyond what is reasonable or legally required.
13. ITEMS THAT MAY BE EXCLUDED FROM CHANGE-OF-MIND CANCELLATION
Certain categories of goods may be excluded from statutory change-of-mind cancellation rights where permitted by law.
Depending on the circumstances, these may include:
* goods made to the customer’s specifications or clearly personalised;
* goods that are liable to deteriorate or expire rapidly;
* sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for the exception are met; and
* other goods excluded by applicable law.
An exclusion from change-of-mind cancellation rights does not remove any rights you may have if the goods are faulty, damaged, misdescribed or otherwise fail to meet statutory requirements.
14. SALE AND PROMOTIONAL ITEMS
Your statutory consumer rights apply regardless of whether an item was purchased at full price, during a promotion or using a discount, where those rights apply.
Eligible change-of-mind cancellation rights also apply to discounted goods unless a lawful exception applies.
Nothing in this policy removes statutory rights simply because a product was purchased on sale.
15. REFUNDS FOR LOST OR UNDELIVERED ORDERS
If an order appears lost, significantly delayed or undelivered, please contact us at:
Email: support@nordicnook.uk
WhatsApp: +44 7477 206339 (messages only — no calls)
We will investigate the issue with the relevant fulfilment and delivery partners.
Where Nordic Nook is legally responsible for delivery and the order cannot be successfully delivered within the applicable requirements, we will provide the appropriate remedy in accordance with consumer law.
Customers should not be required to resolve a delivery dispute directly with the courier as a condition of exercising rights against Nordic Nook.
16. REFUSED OR UNCLAIMED DELIVERIES
If a parcel is refused, left unclaimed, or returned because incorrect or incomplete delivery information was provided by the customer, please contact us.
Any refund, redelivery or additional costs will be assessed based on the circumstances and applicable law.
Nothing in this section limits statutory consumer rights.
17. UNAUTHORISED RETURNS
Please do not return goods without contacting us first.
Returns sent to:
* our registered office;
* an address found independently online;
* a supplier;
* a manufacturer;
* a fulfilment warehouse; or
* any other address not specifically authorised by Nordic Nook
may not reach the correct return facility and may cause delays.
Always contact us first so that we can provide the correct return instructions.
18. HOW TO CONTACT US ABOUT A RETURN
For cancellations, returns, damaged items, faulty goods, missing items or refund enquiries, contact:
Nordic Nook
Email: support@nordicnook.uk
WhatsApp: +44 7477 206339 (messages only — no calls)
Please include your order number and enough information for us to identify and assess your request.
Our registered office is not a customer-facing retail location or standard returns address.
Do not visit or send returns to our registered office unless we expressly instruct you to do so.
19. STATUTORY RIGHTS
Nothing in this Refund & Returns Policy is intended to exclude, restrict or override rights or remedies that cannot lawfully be excluded under applicable consumer law.
If there is any conflict between this policy and mandatory consumer law, the applicable mandatory consumer law will prevail.