Refund policy
Last updated: October 23, 2026
Returns and cancellations
Last updated: October 23, 2026
Two kinds of orders:
- Pieces from our shop are the pieces you can add to your cart and buy straight away at checkout on our website.
- Special order designs are marked Special order and are ordered by corresponding with Nook & Wave, through the request form on our Special order page or by email. They are made for you alone, from a final design you approve and an invoice you pay.
Returns
Returns are accepted only on pieces from our shop, within 7 days of delivery. Special order designs cannot be returned, except as described under "Damaged, missing or wrong items" below.
To be accepted, a return must meet all of these conditions:
- You request the return by contacting us within 7 days after your piece is delivered. Items sent back without an approved return request will not be accepted.
- The piece is unused and undamaged, taken apart, and repacked in its original boxes and packing materials, or as our return instructions say.
- You arrange and pay for return shipping.
- A 15% restocking fee is deducted from your refund.
We may reduce your refund if the piece has been used or damaged, was not packed as instructed, or arrives damaged because of how it was packed for return.
Cancellations
- Pieces from our shop: you may cancel within 24 hours of placing your order for a full refund.
- Special order designs: you may cancel within 24 hours of approving the final design and paying your invoice for a full refund.
At 24 hours we capture your payment, order your materials and begin making your piece, and the order can no longer be cancelled.
If you have asked us in writing (by email) to begin right away and waived your 24-hour cancellation period, your order cannot be cancelled.
See our Shipping policy for details.
How to start a return or cancellation
Email hello@nookandwave.com with your order or invoice number. If your return is approved, we will send you instructions on how and where to send your piece.
Damaged, missing or wrong items
Please inspect every box and part when it arrives. Report damage, missing parts or a wrong item within 3 days of delivery, with photos, as described in our Shipping policy, which also explains what we treat as shipping damage. For shipping damage or a missing or wrong part, we will replace the affected part at no cost or, where that isn't practical, refund the part or the order.
Minor marks and chips
Our pieces are laminate on an engineered wood core, and small marks, nicks and chips can happen in handling and assembly. Laminate furniture products are routinely repaired with a color-matched laminate repair wax. For minor marks and chips that are not shipping damage, contact us with images of the damage within 3 days of delivery. We will review the damage and send you a repair wax matched to your finish, with instructions, at no cost. The repair wax is our remedy for minor marks and chips and a standard remedy for minor marks and chipping on laminate parts; it is not a substitute for repairing a part with shipping damage or severe manufacturing defects.
Exchanges
We do not accept exchanges. To change a piece from our shop to a different finish or design, return it under the return conditions above and place a new order. The new order is subject to all of our policies, including this one and our Shipping policy.
Refunds
We inspect your returned piece as soon as possible after it is delivered to us, and decide whether the refund is approved within 2 business days of its delivery (business days are Monday to Friday, excluding US federal holidays). For example, a return delivered to us on a Friday is decided by the end of the following Tuesday. We will email you our decision.
Approved refunds go back to your original payment method, less the restocking fee and any reduction described above. Your bank or card provider may need a few extra days to post it. If you haven't seen your refund within 10 business days of approval, contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, report a damaged item, or otherwise exercise your rights as a consumer, contact us at hello@nookandwave.com.