Refund policy

Last updated: 16 March 2026

At Nook Collections, we carefully curate lighting from leading Australian and international designers. Because many of our pieces are sourced or produced specifically for each order, returns are limited.

We highly recommend consulting a licensed electrician prior to purchase to ensure the selected product is suitable for your intended installation environment.

This policy outlines when returns may be accepted and how they are managed. We also recommend reviewing our warranty policy here. 

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

 

1. Change of Mind Returns

Due to the nature of the products we sell, we generally do not accept returns for change of mind or ordering errors.

Many lighting pieces are imported, made to order, or sourced from specialist suppliers, which means they cannot easily be resold once ordered.

Where appropriate, we recommend consulting a licensed electrician prior to purchase to ensure the selected product is suitable for your intended installation environment.

We encourage customers to carefully review product specifications and confirm suitability for their installation environment prior to purchase. If you have any questions about finishes, sizing, or installation requirements, our team is happy to assist before an order is placed.

Once a product has been installed, we do not accept any change of mind, refund, or exchange requests.

 

2. Made to Order and Imported Products

Products that are:

• Made to order
• Customised
• Specially imported
• Sourced from international suppliers

cannot be returned for change of mind once the order has been confirmed.

These items are manufactured or sourced specifically for your project and cannot be cancelled or returned once production or procurement has commenced.

  

3. Order Changes or Cancellations

If you need to change or cancel an order, please contact our team within 24 hours of order confirmation and payment.

Where possible, we will do our best to accommodate the request. However, once an order has entered production, procurement, or dispatch, changes or cancellations may not be possible.

Please note that once an order has entered production, procurement, or dispatch, deposits are generally not refundable for change of mind cancellations, as costs have already been committed.

This does not affect your rights under Australian Consumer Law, including your entitlement to a repair, replacement, or refund where applicable.

 

4. Returns for Stocked Items

In limited circumstances, we may consider accepting returns for stocked items.

To be eligible, the following conditions must be met:

• the return request must be made within 14 days of delivery
• the item must be unused and not installed
• the product must be returned in its original packaging
• the item must be returned in saleable condition

If a return is approved:

• a 30% restocking fee will apply 
• the remaining 70% will be issued as store credit

Store credit can be used toward a future purchase with Nook Collections.

 

5. Return Shipping

Customers are responsible for:

• arranging return shipping
• covering all associated return freight costs
• ensuring return tracking is provided to us
• any returned goods that arrive back to us damaged

Nook Collections does not provide return labels unless the return relates to a confirmed product fault or freight damage.

We recommend using a tracked and insured courier service, as we cannot be responsible for items lost or damaged during return transit.

 

6. Return Authorisation

All returns must be approved by Nook Collections prior to being shipped back.

Items returned without prior authorisation may not be accepted.

Once approved, our team will provide instructions for returning the item.

 

7. Damaged or Faulty Items

Customers should inspect goods immediately upon delivery.

If an item arrives damaged, faulty, incorrect or incomplete, please contact our team within 24 hours of delivery and provide:

• photographs of the product
• photographs of the packaging
• a brief description of the issue

Damaged / incorrect goods should not be installed.

Where a product is confirmed to be faulty or damaged in transit, Nook Collections will arrange a suitable remedy in accordance with the Australian Consumer Law.

  

8. Condition of Returned Items

All approved returns must be:

• unused
• uninstalled
• returned in original packaging
• returned in saleable condition

Items that have been installed, modified, or damaged after delivery may not be eligible for return.

  

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you are entitled to a replacement or refund.

If a product does not have a major failure but fails to meet acceptable quality standards, you are entitled to have the goods repaired or replaced within a reasonable time.

Nothing in this Returns Policy excludes or limits your rights under the Australian Consumer Law.