Refund policy
Our 60-day returns promise
You have 60 days after you receive your order to ask for a return. We call it our 60-day money-back guarantee, and these are the conditions.
To be eligible, your item must be in the condition you received it, unused or in its original packaging. You'll also need your receipt or proof of purchase. Gift cards are not covered by this 60-day promise, but your legal right to cancel below is not affected.
If you order a subscription, the 60 days apply to each delivery separately. The 60 days start on the day that delivery arrives.
If you cancel your subscription or return your pack, the free Top-Up Pack is yours to keep.
To start a return, log in to your customer account and start a return, or email us at hellooo@noookplay.com. Please send returns to: Barnsdale Grange, The Avenue, Exton, Rutland, LE15 8AH, UK.
If we accept your return, we'll send you a return shipping label and instructions on how and where to send your package. Please don't send items back before you've asked for a return, as we can't accept them.
Return postage: we pay the return postage for any return under our 60-day promise. The return shipping label we send you when we accept your return covers it, so you don't pay to send it back.
Your legal right to cancel (14 days)
If you buy from us online, you have the legal right to cancel your order within 14 days, for any reason and without giving a reason. This applies to everything you order from noook play, including sale items. It applies to orders delivered in the UK and, separately, to orders delivered in the European Union.
When the 14 days start. The 14 days start on the day you (or someone you've named to receive the order) receive the goods. If you order several items together and they arrive on different days, the 14 days start when the last one arrives. If you set up a subscription, your legal right to cancel runs for 14 days from the day your first delivery arrives. We also give you a fresh 14 days to cancel each later delivery, starting on the day it arrives, and our 60-day promise above covers every delivery.
How to cancel. Tell us you want to cancel within the 14 days. Email hellooo@noookplay.com, or log in to your customer account and start a return. Please include your order number.
Sending the goods back. After you've told us you're cancelling, send the goods back to the address above within 14 days. Please return them in their original packaging and take reasonable care of them while they're with you.
Return postage. We pay the return postage when you cancel under your legal right. When you tell us you're cancelling, we'll send you a return shipping label and instructions on how and where to send your package, so you don't pay to send it back.
Your refund. We'll refund the price you paid for the goods, and what you paid for delivery, to your original payment method without undue delay, and in any case within 14 days of the day we receive the goods back or the day you show us proof that you've sent them, whichever is earlier. If you chose a delivery option that cost more than our cheapest standard delivery, we'll refund the delivery cost up to the price of our cheapest standard delivery. We don't charge a fee for the refund. We can only refund to a different payment method, such as a bank transfer, if you ask us to. Your bank or card company may take some time to show the refund.
If the goods are used or damaged. If the value of the goods has gone down because you handled them more than was needed to see what they are and check that they work (more than you could reasonably do in a shop), we may deduct that loss in value from your refund, up to the price of the goods.
The free Top-Up Pack. If you cancel your subscription or return your pack, the free Top-Up Pack is yours to keep.
Damages and issues
Please inspect your order when it arrives. If an item is defective, damaged, or you've received the wrong item, contact us straight away at hellooo@noookplay.com so we can look into it and put it right. Your legal rights for faulty goods are not affected by anything in this policy.
Items we can't take back
The legal right to cancel doesn't apply to goods made to your specification or clearly personalised, such as custom or personalised products. It can also be lost if sealed goods that aren't suitable for return for health or hygiene reasons are unsealed after delivery, or if the goods are mixed inseparably with other items after delivery. If you have a question about a specific item, please get in touch.
Exchanges
You can ask to exchange an item. Tell us which item you'd like in its place. When we've received your return, we'll send the replacement to your original delivery address. If the replacement costs more or less than the item you're returning, we'll either ask you to pay the difference or refund it to you.
Refunds
We'll tell you when we've received and checked your return. Refunds go back to your original payment method, within the timings above. Your bank or card company may take some time to process and show the refund. If you haven't received your refund within 14 days of us receiving your return, please email hellooo@noookplay.com.
Contact
Email hellooo@noookplay.com with any question about returns or refunds.