Refund policy

RETURNS

If you change your mind, you have a legal right of withdrawal under EU consumer protection law, which allows you to return your order within 14 days from the date of delivery without providing a reason. This right applies to most products, except for personalized/custom-made Book Nook kits and gift cards.

Return Conditions:

To be eligible for a return and refund, your item must meet the following requirements:

  • The item must be unused and in the same condition that you received it.
  • It must be returned in its original packaging, including all components and instructions.
  • You must initiate the return within 14 days of receiving your order by contacting us at contact@diy-booknookkit.com.

Important: Please do not send your package back without prior confirmation. Once we receive your return request, we will provide the most appropriate return address based on your location and the nature of the issue.

You will be responsible for paying your own shipping costs for returning your item. Return shipping costs are non-refundable. If the return is due to our error (e.g., wrong or defective item), we will cover the return shipping costs.

Non-returnable items: Personalized or custom-made Book Nook kits and gift cards cannot be returned or refunded, as they are made specifically for you and cannot be resold.

REFUNDS

Once your returned item is received and inspected, we will send you a notification email. We will also inform you whether your refund has been approved or declined.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately 15 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.

ORDER ISSUES

Order Not Received

If you have not received your order within 60 days from the purchase date, it may be lost or delayed in transit. Please contact us at contact@diy-booknookkit.com, and we will investigate. If confirmed lost, we will arrange a free replacement shipment. In some cases, we may also offer a discount voucher for your next order as a gesture of goodwill.

Damaged or Defective Product

If your item arrives damaged or defective, please contact us within 3 days of delivery. Email us at contact@diy-booknookkit.com with your order number and clear photos of the issue. Based on the situation, we will arrange a replacement product, a replacement part, or a full/partial refund.

Tracking Shows Delivered but Not Received

If the tracking indicates “delivered” but you have not received the package, please first check with your neighbors, household members, or building reception.

If the package is still not found, contact us at contact@diy-booknookkit.com within 90 days of the order date. We reserve the right to request a sworn declaration of non-receipt and may conduct an investigation with the shipping carrier. Claims submitted after the 90-day period may not be eligible for resolution.

NEED HELP?

Our number one priority is your satisfaction. If you have any concerns, questions, or problems, please don't hesitate to contact us at contact@diy-booknookkit.com. We’re here to help and will respond as promptly as possible.