Warranty

Global Warranty

Thank you for choosing NookShell. To protect your rights as a customer, NookShell provides the following warranty and after-sales service terms for eligible products. Please read this policy carefully before submitting a warranty request.

 

1.Warranty Period & Eligibility

1. NookShell offers a 1-year warranty for eligible products, starting from the date the product is delivered to you (based on the carrier’s delivery/receipt records).
2. Each product is entitled to one (1) free warranty service within the 1-year warranty period.
3. This warranty applies only to products purchased for a monetary amount.
   Promotional gifts, bonus items, and free gifts included with an order are not covered by this warranty.
4. During the warranty period, if your product experiences a quality-related issue (for example: structural damage not caused by misuse, functional failure, or parts detaching under normal use), you may contact NookShell Customer Support to request warranty service. We will assess the situation and provide an appropriate after-sales solution.
5. This warranty applies only to genuine products purchased through official NookShell channels (including the official website and NookShell authorized partners).

NookShell reserves the right, to the extent permitted by applicable law, to review warranty requests and make the final determination on eligibility.

 

2.Warranty Coverage

During the warranty period, if NookShell reviews and confirms that the issue is due to a manufacturing defect or product quality problem, the after-sales solution may include, but is not limited to:

• Replacement with the same model or a product of equivalent value;
• If the original item is out of stock, NookShell will work with you on another reasonable solution (for example: replacement with a similar style, a coupon, or another form of compensation).

Situations Not Covered by the Warranty (Examples)

The following situations are generally considered non–quality issues or fall outside of the warranty coverage:

1. Normal wear and tear / aging
• Minor scratches, abrasions, color differences, slight discoloration or yellowing, and other cosmetic changes that occur with regular use.
2. Damage caused by misuse or external forces
• Damage caused by dropping, impact, crushing, bending, or other physical forces;
• Damage resulting from improper use, failure to follow product instructions, or use that falls outside normal and reasonable usage.
3. Use in abnormal environments
• Damage caused by exposure to high temperatures, high humidity, corrosive environments, chemicals, or other harsh conditions.
4. Unauthorized modification or disassembly
• Issues caused by self-disassembly, modification, intentional scratching, drilling, or attaching incompatible accessories in an improper manner.
5. Products not purchased through official channels
• Products not purchased from NookShell’s official channels, or products for which the purchase record cannot be verified.
6. Free gifts and bonus items
• Free gifts, bonus items, or promotional add-on gifts are not covered by this warranty.
• Only products that have been actually purchased and paid for are eligible for warranty coverage.

In the event of any dispute, NookShell will evaluate the situation based on the actual circumstances and make a reasonable determination.

 

3.How to Request Warranty Service (Required Information)

To help us locate your order quickly and arrange warranty service, please provide any two (2) of the following pieces of information when you contact Customer Support:

• Order number
• Email address used when placing the order
• Phone number used when placing the order
• Tracking number / shipment number associated with the order

Providing this information helps us:

• Quickly locate your order record;
• Confirm whether the product is still within the 1-year warranty period;
• Verify whether the product has already used its one-time free warranty service.

We also recommend (but do not require) that you attach clear photos or a short video showing the product issue when submitting your warranty request. This helps us understand the situation more quickly and provide a faster response.

 

4.Why We Ask for Order Information

This requirement is designed to protect the legitimate rights and interests of genuine customers and to prevent malicious or fraudulent warranty claims.

By verifying the order number, email address, phone number, or tracking number you provide, we can:

• Confirm that the product is a genuine NookShell product purchased through official channels;
• Verify the purchase date and confirm whether the warranty period is still valid;
• Check whether the product has already used its one-time free warranty service;
• Reduce abuse or misuse of the warranty policy and ensure that every genuine customer receives fair after-sales support.

NookShell is committed to protecting your personal information. The information you provide will be used only for order verification and after-sales service related to this warranty and will not be used for any unrelated purposes.

 

5.Warranty Claim Process (Overview)

1. Contact Customer Support
• Online submission: Submit your warranty request via the “Contact Us” page on our website.
• Email: Send an email to support@nookshell.com.
  For faster processing, we recommend using a subject line such as “Warranty Request + Order Number”.
2. Provide necessary information
• Provide any two of the order-related details listed above (order number / email / phone number / tracking number, etc.);
• If possible, please attach photos or a short video showing the product issue.
3. Review & confirmation
• Our Customer Support team will review your warranty request within a reasonable time frame and inform you whether it meets the warranty conditions, along with the proposed solution.
4. After-sales execution
• If your warranty claim is approved, we will arrange a replacement or another form of after-sales service based on inventory and actual circumstances, and we will keep you updated via email or on-site messages.

 

6.Contact Us (Warranty & After-Sales Support)

If you have any questions about warranty, after-sales service, or product quality, please feel free to contact us:

• Customer Support Email: support@nookshell.com
• Online Contact: Submit a warranty/after-sales request form via the “Contact Us” page on our website.

To help us process your request more quickly, please include, where possible: your order number, contact information, a brief description of the issue, and relevant photos or videos (if available).