Returns, Exchanges and Refund Policy

1. Policy Overview
This Returns, Refunds and Cancellations Policy applies to purchases delivered across Australia. It is written to be clear, practical and consumer focused, while reflecting the logistical realities of furniture delivery.

We aim to resolve return and refund requests fairly and efficiently, in line with Australian consumer expectations.

2. Returns and Exchanges

Returns
We offer returns on eligible items requested within 30 days of delivery.

Returned items must meet all of the following conditions:

• Unused, unassembled and in original condition
• Complete with all original parts, accessories and packaging
• Free from damage, wear or modification after delivery

Requests made outside the 30 day period, or items that do not meet these conditions, may not be accepted.

Exchanges
We do not offer exchanges.

Furniture items are large, heavy and managed in limited inventory batches. Each order is packed and shipped as a single allocation. Processing exchanges would significantly increase transport complexity, handling risk and logistics costs.

To maintain reliable delivery timelines and fair pricing, we instead offer a return and refund option. Customers may place a new order for the preferred item once the return is approved.

3. Order Cancellations and Refund Eligibility

Orders Cancelled Within 48 Hours
Orders cancelled within 48 hours of purchase and before dispatch are eligible for a full refund.

Orders After 48 Hours or Dispatched Orders
Orders that exceed 48 hours or have already been dispatched cannot be cancelled. In these cases, customers may apply for a return after receiving the item, subject to return eligibility.

Faulty, Damaged or Incorrect Items
If an item arrives damaged, defective or incorrect, please contact us promptly. Depending on the circumstances, one of the following may apply:

• Full refund
• Partial refund
• Refund without requiring the item to be returned

Photos or additional information may be requested to assess the issue.

4. Refund and Return Request Process

To request a return or refund:

• Contact us by email, which is the preferred contact method
• Provide your order number and a clear reason for the request
• Requests are reviewed based on order status and policy eligibility
• If approved, follow the return instructions provided
• Refunds are initiated within 3 business days after returned items are received and inspected

5. Return Shipping, Labels and Fees

Return Labels
A pre printed return shipping label is included inside the original delivery package. Approved returns must use this label as instructed.

Return Fees
Return fees are applied as follows:

• Change of mind or non quality related returns may result in deductions, including original shipping costs
• Returns due to product defects, transit damage or incorrect items incur no return shipping fees
• Items damaged by the customer or returned in non eligible condition will not be refunded

6. Refund Processing Time

• Refunds are issued to the original payment method
• Processing occurs within 3 business days after inspection
• Final settlement time depends on the customer’s bank or payment provider

7. Contact Information

For questions or assistance regarding returns or refunds, please contact us during customer service hours.

Email: sales@nookuploft.com
Phone: +65 (869) 41398
Customer service hours: Monday to Friday, 09:00 to 17:00
Address: 6 JALAN AMPAS #14-03, SINGAPORE 329507, SINGAPORE