Refund policy
Return & Refund Policy
Last updated: July 18, 2026
We want you to have clear information before and after your purchase. This policy explains when returns are accepted, how to request a return, who is responsible for return shipping, and how refunds are processed.
30-day return window
You may request a return within 30 calendar days after your order is delivered.
To be eligible for a return, the item must be unused, in its original condition, and returned with its original packaging where reasonably possible. You must also provide your order number or other proof of purchase.
How to request a return
Before sending an item back, contact NookReset at support@nookreset.com or use our Contact Us form.
Please include:
- Your order number
- The product you would like to return
- The reason for the return
- Photos of the item and packaging if the product arrived damaged, defective, or incorrect
If your return is approved, we will provide return instructions and the applicable return address. Returns sent without prior authorization may not be accepted.
Returns are accepted by mail only. We do not currently accept in-person returns.
After receiving return authorization, please send the item within 7 calendar days.
Return shipping costs
If you are returning an item because you changed your mind, selected the wrong size or color, ordered the wrong product, or no longer need the item, you are responsible for the return shipping cost.
If the item arrived damaged, defective, or different from what you ordered, NookReset will provide return instructions and cover the reasonable return shipping cost where a return is required.
We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.
Damaged, defective, or incorrect items
Please inspect your order after delivery and contact us promptly if an item is damaged, defective, or incorrect.
We may request photographs or other reasonable information to help us review the issue. Depending on the circumstances and product availability, we may offer a replacement, refund, or another appropriate resolution.
Refunds
We will notify you after receiving and inspecting your return.
If approved, the refund will be issued to your original payment method within 3–5 business days. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Original shipping charges are non-refundable unless the return results from a damaged, defective, or incorrect item, or unless otherwise required by applicable law.
NookReset does not charge a restocking fee for approved returns.
Exchanges and replacements
We do not currently offer direct exchanges for preference-based returns. If you would like a different product, size, or color, please return the original item in accordance with this policy and place a new order.
If an item arrived damaged, defective, or incorrect, contact us before placing a replacement order so that we can review the issue.
Order cancellations and changes
If you need to cancel or change an order, contact us as soon as possible.
We will try to accommodate requests made before the order enters processing or fulfillment, but cancellation or modification cannot be guaranteed. Once an order has entered fulfillment or has shipped, it may need to be handled as a return after delivery.
Non-returnable items
Certain items may not be eligible for return, including personalized or custom-made products, gift cards, or items identified as final sale.
Any return exception will be clearly stated on the relevant product page before purchase. This does not affect any rights you may have under applicable consumer law.
Contact us
For questions about a return or refund, or to request return instructions, please contact us using the details below.
NookReset
Operated by Nanjing Haomeian E-Commerce Co., Ltd.
Business contact address (not a return address):
Room 1002, Unit 1, Building 05, No. 15 Qiaokang Road
Jiangbei New Area, Nanjing, Jiangsu 210031
China
Email: support@nookreset.com
Phone: +86 180 6605 1295
Contact Us page
Please do not send products to this address. Contact us before returning any item so we can provide the applicable return address and return instructions.