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RETURN POLICY

Last updated: August 26, 2025

Thank you for shopping with NookShell. We want you to love your case. If something isn’t right, here’s how returns and exchanges work.

1) Eligibility & Timeframe

  • You may request a return or exchange within 30 days of delivery (based on the carrier’s delivery scan).

  • Items must be unused, undamaged, free of installation marks/scratches, and in the original packaging with all inserts and accessories (e.g., lanyard, ring, sticker, if included).

  • Returns/exchanges after 30 days or items showing signs of use will not be accepted.

Learn more about shipping times: Shipping & Delivery

Refund Address:WORKSHOP 60, 3/F, BLOCK A, EAST SUN INDUSTRIAL CENTRE, NO.16 SHING YIP STREET, KL，HONGKONG

2) How to Start a Return or Exchange

  1. Email support@nookshell.com with your order number, the item(s) you wish to return/exchange, and the reason.

    • If the item is defective/damaged or incorrect, please attach photos or a short video.

  2. We’ll reply within 24 hours with a Return Merchandise Authorization (RMA) and the correct return address.

  3. Pack securely, include all accessories, and write the RMA number on the outside of the package.

  4. Ship using a trackable service and share the tracking number.

Prefer a form? Use Contact Us

Note: Returns sent without an RMA or to the wrong address may be refused.

3) Return Shipping Costs

  • Our mistake / product issue (defective, incorrect item, shipping damage): NookShell covers or reimburses reasonable return shipping (please share the receipt).

  • Change of mind / ordered the wrong model or color: Customer covers return postage to our warehouse.

  • Original shipping fees are non-refundable unless the item is defective or incorrect.

  • COD / duties unpaid returns are not accepted.

4) Exchanges

  • Want a different model/series or color? Tell us your preference when requesting the RMA.

  • We’ll dispatch the replacement once your return is scanned in transit or received, subject to stock.

  • Any price difference will be charged or refunded accordingly.

5) Refunds

  • After your return is received, we complete inspection within 3 business days and email you the result.

  • Approved refunds are issued to your original payment method within 5–10 business days (bank/issuer times may vary).

  • Track your order or check status in My Account.

6) Non-Returnable Items

  • Personalized or custom phone cases (if applicable)

  • Final-sale items or promotional giveaways

  • Items showing clear signs of use, scratches, residue from adhesives, or modification

7) Packaging & Condition Requirements

  • Include all accessories and inserts; use protective packaging to avoid damage in transit.

  • Use a trackable shipping method; returns lost without proof of tracking cannot be processed.

  • We reserve the right to refuse returns that do not meet this policy.

8) Defective / Wrong Item Received

  • Please contact us within 7 days of delivery with photos/video. We’ll arrange a free replacement or full refund.

  • See our Warranty (e.g., 1-year limited; anti-yellowing coverage for clear cases).

9) Need Help?