Returns & Refunds Policy

Returns and refunds

We want you to be happy with your Book Nook. You can request a return within 60 days of receiving your order, including when an item is not faulty but simply does not meet your expectations.

This policy does not affect your statutory rights, including any applicable rights to cancel and your rights when goods are faulty or not as described.

Changing or cancelling an order

Within 12 hours of placing your order, you can edit or cancel it yourself through your customer account, provided it has not yet been dispatched. Open the relevant order and use the options shown there.

After the 12-hour window, self-service changes and cancellations are no longer available. If your order has not yet been processed or dispatched, email service@booknook.de as soon as possible and include your order number. We will check whether a change or cancellation is still possible.

Once an order has been dispatched, it can no longer be changed or cancelled. You can request a return after receiving it under this policy.

When can you receive a full refund or replacement?

A full refund or free replacement is normally available when:

• an order was cancelled in time before dispatch,
• an item arrived damaged or faulty,
• you received the wrong item,
• a parcel is confirmed lost after investigation, or
• an ordered item is no longer available.

Returns when you change your mind

If you wish to return an item where there is no fault on our part, please contact us first. The item should be complete, carefully packed and, where reasonably possible, in a condition suitable for resale.

In these cases, the customer will normally be responsible for return postage. Once the return has arrived and been checked, we usually process the refund within two working days.

Cases where a refund may be reduced

A partial refund may be considered in particular when:

• the return is requested significantly late,
• the item shows signs of use or has missing parts or damaged packaging, or
• the item formed part of a clearly marked special promotion, where permitted by law.

Addresses, delivery and collection points

Please check your delivery address carefully before completing your order. If a parcel cannot be delivered because an address is incorrect or incomplete, it was not collected, or the recipient could not be reached, we will be happy to help investigate. Depending on the circumstances, an additional delivery charge may apply if the parcel must be sent again.

How to start a return

1. Email service@booknook.de or use our contact form.
2. Include your order number and briefly explain the reason for the return.
3. For a fault, damage or incorrect item, send clear photos or a short video showing the issue.
4. Please do not send an item back until we have confirmed the return and provided the next steps.

Return postage

Where the issue is our responsibility, for example a faulty or incorrect item, we will provide an appropriate solution after review. This may be a replacement, a return label or reimbursement of evidenced return postage.

For returns where there is no fault on our part, the customer will normally be responsible for return postage.

Contact

For questions about returns, replacements or refunds, email service@booknook.de.