Return & Refund Policy

At Nooklora, we want you to feel confident when shopping with us. This Return & Refund Policy explains when products may be returned, how to request a return, who is responsible for return shipping, and how refunds are processed.

Nooklora is owned and operated by GLEMVIA LIMITED.

30-Day Return Policy

We accept eligible return requests made within 30 calendar days from the date your order is confirmed as delivered.

To qualify for a return, you must contact our customer support team within this 30-day period.

Return requests submitted after 30 days may not be accepted unless otherwise required under applicable consumer law.

Return Eligibility

To be eligible for a return, the product should be:

• Unused, uninstalled, and unaltered
• In its original condition
• In its original packaging where applicable
• Complete with all accessories, parts, manuals, and documentation
• Accompanied by valid proof of purchase

Products showing signs of excessive use, misuse, alteration, installation, damage, or missing components may not qualify for a full refund unless the item was received damaged or defective.

Non-Returnable Items

Certain items may not be eligible for return, including:

• Customized or personalized products
• Gift cards
• Products clearly marked as Final Sale or Non-Returnable before purchase
• Products damaged due to improper use, installation, or handling
• Products returned without prior authorization from Nooklora

Any rights available to you under applicable consumer laws remain unaffected.

How to Request a Return

To start a return, please contact us at: service@nooklora.com

Please provide:

• Your order number
• The product you wish to return
• The reason for the return
• Photos or videos of the product where applicable

Our customer support team will review your request.

If your return is approved, we will provide you with the appropriate return address and return instructions.

Please do not send your product back before receiving return authorization from us.

Return Address

Please do not send returned products to our registered company address unless our customer support team specifically instructs you to do so.

Because Nooklora works with different fulfillment and logistics facilities, the appropriate return warehouse may vary depending on the product, order location, and fulfillment center.

Once your return request has been approved, we will provide you with the correct return address.

Products returned to an unauthorized or incorrect address may not be received or processed.

Return Shipping Costs

For returns caused by:

• Change of mind
• Ordering the wrong product
• Ordering the wrong size, color, or variation
• Personal preference
• Other customer-related reasons

the customer is generally responsible for the cost of return shipping.

Original shipping charges are generally non-refundable for preference-based returns unless required by applicable law.

If we confirm that your product arrived:

• Damaged
• Defective
• Incomplete
• Incorrect
• Materially different from the product ordered

Nooklora will provide an appropriate solution at no additional cost to you.

Depending on the circumstances, this may include a replacement, refund, or approved return.

Damaged, Defective, Missing or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your product arrives damaged, defective, incomplete, or incorrect, contact us at service@nooklora.com as soon as possible.

To help us resolve the issue efficiently, please provide:

• Your order number
• Clear photos or videos showing the issue
• Photos of the product
• Photos of the original packaging
• A photo of the shipping label where applicable
• A brief explanation of the problem

Please keep the product and its original packaging until our team has completed the review or provided further instructions.

Once the issue has been verified, we may offer an appropriate resolution, including a replacement, refund, or approved return at no additional cost to you.

Refunds

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds are normally processed within 5–10 business days after the returned product has been received and inspected.

After we issue your refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account.

Please note that Nooklora cannot control processing times imposed by banks or payment providers.

Partial Refunds or Refund Deductions

Where permitted by applicable law, a partial refund or deduction may apply if a returned product:

• Has missing parts or accessories
• Has been damaged after delivery
• Shows signs of excessive use
• Has been altered
• Has been improperly installed
• Has decreased in value due to handling beyond what is reasonably necessary to inspect the product

We will review each return individually before determining the appropriate refund amount.

Exchanges

Exchanges are subject to product availability.

Depending on the situation, the fastest way to receive another item may be to:

1. Return the eligible product for a refund.
2. Place a new order for the desired item.

If you received a damaged, defective, incomplete, or incorrect product, please contact us before placing another order so we can assist you with the appropriate solution.

Order Cancellations

If you wish to cancel or modify an order, please contact us at service@nooklora.com as soon as possible.

We will make reasonable efforts to accommodate your request.

However, once an order has entered processing, fulfillment, or shipping preparation, cancellation or modification may no longer be possible.

If your order has already been shipped, you may need to wait until it is delivered and then follow our standard return procedure.

Refunds for Orders That Have Not Arrived

If your package has not arrived within the estimated delivery timeframe, please contact us before submitting a refund request.

Our team will review the tracking information and, where necessary, work with the shipping carrier or fulfillment partner to investigate the shipment.

If the package is confirmed as lost or cannot reasonably be delivered, we will provide an appropriate resolution in accordance with our Shipping Policy and applicable consumer laws.

Packages Marked as Delivered

If your tracking information shows Delivered but you cannot locate your package, please first check:

• Your mailbox
• Front door or porch
• Garage or other secure delivery areas
• Parcel lockers
• Reception or building management
• Other household members
• Nearby neighbors

You may also contact the local delivery carrier for additional delivery details.

If the package still cannot be found, contact us at service@nooklora.com and include your order number and tracking information.

Promotional and Discounted Orders

Products purchased during a promotion or with a discount may generally be returned under the same eligibility requirements described in this policy unless the product was clearly marked Final Sale or Non-Returnable before purchase.

If an eligible promotional product is returned, refunds will be based on the actual amount paid for that product after discounts.

For bundle or multi-item promotions, the refund amount may be adjusted to reflect the value of products retained by the customer where appropriate.

Contact Us

If you have questions about a return, refund, exchange, damaged product, or order cancellation, please contact our customer support team:

Brand Name: Nooklora

Company Name: GLEMVIA LIMITED

Registered Address: SUITE C, LEVEL 7, WORLD TRUST TOWER, 50 STANLEY STREET, CENTRAL, HONG KONG

Email: service@nooklora.com

Customer Support Hours: 9:00 AM – 6:00 PM (Monday – Friday)

We aim to respond to customer inquiries within 1–2 business days.