Refund policy

Last updated November 12, 2026

30-day return requests

Please contact Counter Nook within 30 calendar days after delivery to request a return. Include your order number, the item you wish to return, and the reason for your request using our contact form. We aim to reply within 2 business days.

Return condition

For a change-of-mind return, items must be unused, clean, complete, and in their original packaging where reasonably possible. Please keep your proof of purchase. These conditions do not limit your rights when an item is faulty, damaged, or incorrectly supplied.

How to return an item

Wait for return instructions before sending your parcel. We will provide the correct return destination and any reference needed to identify your order. Please do not send a return to an address found on a shipping label without checking with us. Use a tracked service and keep the receipt.

Return shipping and fees

You pay return postage for a change-of-mind return. If we sent the wrong item or an item arrived damaged or defective, we will provide an appropriate remedy, which may include a prepaid return label, replacement, or refund. No restocking fee applies. Original delivery charges are refundable when required by law or when the return is caused by our error. Otherwise, the delivery service already provided is not refunded.

Damaged, faulty, or incorrect items

Contact us as soon as you notice a problem. Photos of the item, packaging, and shipping label help us investigate. A late report does not remove any rights you have under applicable law. Do not continue using a product that appears unsafe.

Refunds

After your return arrives, we aim to inspect it and notify you of the outcome within 5 business days. Approved refunds are issued to the original payment method within 10 business days of approval. Your payment provider may need additional time to post the credit. Contact us if you have not received an approved refund after that period.

Exchanges and cancellation

For a different item, request a return and place a new order. You may ask to cancel or change an order before dispatch, but changes cannot be guaranteed once processing begins. If an order has shipped, follow the return process after delivery.

Your statutory rights

This policy is in addition to any non-waivable consumer rights that apply to your purchase. Where mandatory law gives you broader rights, that law takes priority.