Return, Exchange, or Refund Policy

1. Return Conditions

In accordance with sections 54–58 of the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)), customers are entitled to request a return within 15 days from the date of receiving the order.

Returns may be requested under the following conditions:

• the item received does not match the order placed
• the item has a manufacturing defect or was damaged at the time of delivery
• the customer chooses to return the item within the specified period, provided the item is unused, unassembled, in original condition, and returned with original packaging and all accessories

A return shipping label is included inside the parcel. Customers will find the return label within the delivered package.

2. Replacement Procedure

Customers may request a replacement within 15 days of receiving the order.

• After approval by the store’s customer service team, the customer can proceed with the return using the label included in the package.
• This process ensures clear handling and traceability of all requests.

3. Order Cancellation

Customers may request cancellation within 24 hours after payment confirmation, provided the order has not been processed or dispatched.

If the order has already been dispatched or the 24-hour period has expired, cancellation is no longer available. In this case, the customer must wait for delivery and follow the return procedure on the website.

4. Request Procedure

To initiate a return, replacement, or refund request, the customer must contact the store and provide:

order number
reason for the request
images of the product in case of visible defect or damage

The request will be reviewed by the store, and further instructions will be provided once approved.

5. Return Shipping

The return shipping label is already included in the package received by the customer.

The product must be securely packaged and returned in the same condition as received, including all accessories and original packaging.

6. Refund Processing Time

After receiving and verifying the returned product, the refund will be processed within 2–3 business days.

A confirmation will be sent once the refund has been completed.

7. Refund Method

Refunds will be issued using the same payment method used for the original purchase.

The time required for funds to appear may vary depending on the financial institution or payment service provider.

8. Contact Information

Email: quotations@nookupio.com
Phone: +81 (708) 914 78 36
Address: 5-1-25 MINAMIYASUI-CHO, SAKAI-KU, SAKAI-SHI, OSAKA 590-0064, JAPAN
Customer Service Hours: Monday to Friday, 10:15 – 15:15

The store is committed to providing clear and structured return procedures in compliance with Australian legal requirements, ensuring customer satisfaction throughout all stages of the purchasing process.