Nook-Wise reserves the right to update the rules when necessary, and the updated version will be published on www.nook-wise.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Nook-Wise immediately. All buyers are deemed to accept the rules if they are using the services provided by Nook-Wise. Nook-Wise's policy shall prevail.
For after-sales issues, buyers should file a return & refund request within 7 days of the delivery date. The period of Return & Refund request filed exceeds, Nook-Wise reserves the right not to provide any after-sales service after that time.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Nook-Wise via Contact Us.
If Nook-Wise cannot fulfill the buyer's order within the order processing time, under the condition but not limited to no stock or other conditions, Nook-Wise has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Nook-Wise has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. Nook-Wise should refund the buyer when the return shows as in transit on the logistic website with the provided prepaid return label.
Nook-Wise shall not accept after-sale request for "non-defective remorse returns", and has the right to accept or reject the request. Nook-Wise will abide by the policy under this condition.
If Nook-Wise accepts the after-sale request for the reason type of "non-defective remorse returns" and require to deduct a "restocking & repacking fee", under Nook-Wise's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Nook-Wise shall not require warranty, like whether to provide warranty or not, or the way of warranty handling with.
Nook-Wise shall restrict with the refund time and redelivery time under the condition, included but not limited to order refund based on the policy, agree on refund or redelivery between Nook-Wise and buyer or others, Nook-Wise must refund not more than 3 business days, or redelivery not more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to Nook-Wise. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, Nook-Wise has the right to reject the return and refund request.
Whether the evidence is compelling or not will ultimately be determined by Nook-Wise Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Nook-Wise Rules
For Unshipped Orders:
The Return & Refund request is made after the stated processing time. Nook-Wise will refund the order. The Return & Refund request is made within the stated processing time.
Nook-Wise has 3 business days to process the request after the buyer submits it. If Nook-Wise fails to process (accept or reject) the refund request within 3 business days, Nook-Wise will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders:
The Return & Refund request is made after the order has shipped. Nook-Wise has 10 business days to process the request after the buyer submits it. If Nook-Wise fails to process (accept or reject) the refund request within 10 business days, Nook-Wise will refund the order.
If the package is sent back to Nook-Wise during transit for any reason, and the buyer applies for a refund, Nook-Wise should refund within 5 business days of the refund request. Under the same cases, if the buyer requests redelivery, Nook-Wise should begin redelivery within 5 business days of the request date.
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, Nook-Wise should refund the order within 3 business days of buyer's refund request, or redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Nook-Wise, if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Nook-Wise will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Nook-Wise warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Nook-Wise warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Nook-Wise warehouse due to the strict customs clearance at Brazil.
c. For Nook-Wise Packet Liquid Line to all countries, Nook-Wise will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Nook-Wise warehouse.
d. For some special shipping methods, Nook-Wise cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Nook-Wise will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee of a positive result.
Nook-Wise will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Nook-Wise takes no responsibility if products have been lost.
b. If the logistics company provides return service to US, Nook-Wise will put the products in your private inventory and will not refund them when we receive the returned items.
c. Nook-Wise cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
Nook-Wise offers a full refund or a replacement if packages arrived are badly damaged.
Nook-Wise offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Nook-Wise cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.
d. For service products, Nook-Wise refunds you the cost of the product which is the price in the US market. Otherwise, Nook-Wise will not take any responsibility for them.
Nook-Wise has a strict quality control process before products are dispatched.
Nook-Wise will deal with incorrect or missing products as follows:
a. For incorrect products, Nook-Wise offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Nook-Wise offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which don't affect product function, Nook-Wise may refund partially or resend the missing part; for parts missing which affect product function, Nook-Wise will resend the product only.
d. For accessories, Nook-Wise will resend the accessories.
Notes:
For size problems, Nook-Wise will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with the photo of measurement. Then, our dispute team will deal with your disputes quickly.
If the buyer puts wrong receipt information on an order, the buyer should contact the us via Contact Us to request us to update the order with the correct receipt information.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong receipt, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Nook-Wise shall refund the order within 3 business days of receiving the goods, as buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will additionally be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request on Nook-Wise, Nook-Wise should check the proof and give a response within 3 business days.
If the proof checked by Nook-Wise is not showing the problem clearly and or if the proof checked by Nook-Wise is not showing the problem clearly, the proof is invalid, and the Nook-Wise has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Nook-Wise, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, Nook-Wise should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, Nook-Wise should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, Nook-Wise should redelivery within 5 business days of proof approval. Please note Nook-Wise has the right to refund orders if the redelivery products have no stocks, or buyers are able to reorder products when the products are restocked.
Nook-Wise has a strict quality control process before products are dispatched.
Nook-Wise will deal with incorrect or missing products as follows:
a. For incorrect products, Nook-Wise offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Nook-Wise offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which don't affect product function, Nook-Wise may refund partially or resend the missing part; for parts missing which affect product function, Nook-Wise will resend the product only.
d. For accessories, Nook-Wise will resend the accessories.
Notes:
For size problems, Nook-Wise will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with the photo of measurement. Then, our dispute team will deal with your disputes quickly.
Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Nook-Wise may not refund the product cost.
b. Any disputes arising from bad quality, Nook-Wise may not accept as the supplier is not Nook-Wise.
c. For service products without Nook-Wise quality checking inspection, Nook-Wise may not accept the disputes.
If Nook-Wise verifies the tracking number is wrong, and Nook-Wise fails to provide the correct one within 4 business days, Nook-Wise will refund the order.
If there is no update of the tracking info for more than 7 business days after the label is created showing on a logistic website, and the buyer applies for a refund, Nook-Wise requires a refund order within 3 business days since buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
If the transit time exceeds the estimated delivery time by 10 days or more and Nook-Wise fails to provide any valid tracking updated info, the buyer may apply for a refund. Nook-Wise requires a refund order within 3 business days as buyer requests.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
Some shipping methods are not trackable when orders arrive at some Countries, States, or Cities. Nook-Wise lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
Nook-Wise takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Nook-Wise will notify you by nookwiseco@gmail.com .
Due to limited international transportation, Nook-Wise will not accept any disputes when your orders are shipped to the following countries:
Afghanistan
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antigua and Barbuda
Argentina
Armenia
Aruba
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belize
Benin
Bermuda
Bhutan
Bolivia
Bosnia and Herzegovina
Botswana
Brazil
British Virgin Islands
Brunei
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Canary Islands
Cape Verde
Cayman Islands
Central African Republic
Chad
Cook Islands
Costa Rica
Côte d'Ivoire
Croatia
Cuba
Curaçao
Cyprus
Czech Republic
Democratic Republic of the Congo
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Eswatini
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guernsey
Guatemala
Guinea
Guinea-Bissau
Guyana
Haiti
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Kosovo
Kuwait
Kyrgyzstan
Laos
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
North Korea
North Macedonia
Norway
Oman
Pakistan
Palau
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Réunion
Romania
Russia
Rwanda
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Vincent and the Grenadines
Samoa
San Marino
São Tomé and Príncipe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Slovakia
Slovenia
Solomon Islands
Somalia
Somaliland
South Korea
South Sudan
Spain
Sri Lanka
Sudan
Suriname
Sweden
Switzerland
Syria
Tahiti
Taiwan
Tajikistan
Tanzania
Thailand
Timor-Leste
Togo
Tonga
Trinidad and Tobago
Tunisia
Türkiye
Turkmenistan
Turks and Caicos Islands
Tuvalu
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States
United States Virgin Islands
Uruguay
Uzbekistan
Vanuatu
Vatican City
Venezuela
Vietnam
Yemen
Zambia
Zimbabwe
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through nookwiseco@gmail.com .
Nook-Wise will try its best to assist buyers in these special circumstances in a timely manner. After notifying Nook-Wise, Buyers should expect a decision from Nook-Wise on these types of issues no later than two weeks.
Nook-Wise takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Nook-Wise will notify you by nookwiseco@gmail.com .
Products can be returned to Nook-Wise US warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Nook-Wise US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please email Nook-Wise and someone will respond to you within 1 to 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Nook-Wise.
For orders cancellation, Nook-Wise offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, pre order inventory orders cannot be canceled as they are special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Nook-Wise has planned and prepared for you after payment.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Nook-Wise shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Nook-Wise to help deal with the after-sale issues.
