Return & Refund Policy

    Version 1.0

    This Return & Refund Policy (the "Policy") forms part of, and is incorporated by reference into, the Nookly Terms of Service (the "Terms") between you ("you" or "Customer") and Nookly, Inc. and its affiliates ("Nookly," "we," "us," or "our"). This Policy governs all returns, refunds, replacements, and cancellations for the products and services described below. By placing an order or completing a purchase, you acknowledge that you have read, understood, and agree to be bound by this Policy. Capitalized terms not defined here have the meanings given in the Terms.

    PLEASE READ THIS POLICY CAREFULLY. EXCEPT AS EXPRESSLY SET OUT BELOW, OR AS REQUIRED BY APPLICABLE LAW, ALL SALES ARE FINAL AND NON-REFUNDABLE. PERSONALIZED PRINTED BOOKS ARE MADE TO ORDER AND ARE NOT RETURNABLE.

    1. Definitions

    "Digital Product" means any one-time, non-subscription digital item purchased from the Nookly marketplace, whether personalized (generated or customized for you or a child) or unpersonalized (a standard asset sold as-is).

    "Subscription" means any recurring Nookly plan billed on a monthly or annual basis.

    "Printed Book" means any physical book manufactured to order and personalized to your specifications.

    "Edit Credits" means the allowance of edits or regenerations included with a Digital Product purchase or a Subscription plan, as described at the point of sale or in your plan details.

    "Delivered" means, for a Digital Product, that the item has been made available in your Nookly account or made available for download or access; and, for a Subscription, that the associated service has been made available to your account.

    2. Digital Products

    2.1 Sales are final upon delivery

    Digital Products are delivered electronically and are capable of immediate access, use, download, and reproduction. Accordingly, and to the maximum extent permitted by applicable law, all Digital Products are non-refundable and non-returnable once Delivered. This applies equally to personalized and unpersonalized Digital Products. By purchasing a Digital Product, you request immediate access and acknowledge that Delivery occurs upon such access being made available.

    2.2 Sole remedy for non-delivery or material failure

    Notwithstanding Section 2.1, you may request a refund only where a Digital Product was not Delivered or is subject to a material failure — meaning the asset failed to generate, is wholly inaccessible, or is corrupted such that it cannot be used for its intended purpose. Upon a valid claim, Nookly will first attempt to redeliver, regenerate, or repair the affected Digital Product. A refund of the amount paid for that Digital Product will be issued only where Nookly is unable to remedy the failure within a reasonable period. Redelivery, regeneration, or repair, and, failing those, a refund, constitute your sole and exclusive remedy under this Section.

    2.3 Matters not constituting a material failure

    A Digital Product that has been Delivered and is accessible and editable is deemed to conform. The following do not constitute a material failure and are not grounds for a refund, but may instead be addressed through editing subject to available Edit Credits:

    • Requests to alter wording, names, images, colors, layout, style, or other content of a Delivered item;
    • Dissatisfaction with the creative or aesthetic result of a personalized item that generated successfully;
    • A preference for a different version of an item that functions as intended.

    All edits are subject to, and limited by, the Edit Credits included with your purchase or plan. Once available Edit Credits are exhausted, further edits may require additional credits or a new purchase. Exhaustion of Edit Credits does not constitute a defect and is not grounds for a refund, credit, or cancellation.

    3. Subscriptions

    3.1 No refund for periods billed

    Subscriptions are non-refundable, in whole or in part, including for any partial billing period. Upon cancellation, your plan will remain active through the end of the then-current billing period for which payment has been made and will not renew thereafter. Nookly does not provide prorated or partial refunds for unused time, unused Edit Credits, or unused features.

    • Monthly plans. You may cancel at any time prior to your next renewal date to avoid the subsequent charge. The current billing month is non-refundable.
    • Annual plans. You may cancel at any time to prevent renewal of the subsequent annual term. The current annual term is non-refundable once it has commenced.

    3.2 Sole remedy for failure of service

    Notwithstanding Section 3.1, a refund or account credit may be issued only where the subscribed service was not made available due to a cause attributable to Nookly — for example, a sustained service outage preventing access to the core product for a materially extended period, or a billing error such as a duplicate charge or a charge applied after valid cancellation. The inability to perform a particular edit, or the exhaustion of included Edit Credits, does not qualify. Where a claim is valid, a pro rata credit or refund, at Nookly's election, constitutes your sole and exclusive remedy.

    3.3 Renewals

    Subscriptions renew automatically unless cancelled before the renewal date. Where required, Nookly will provide advance notice prior to an annual renewal. You are responsible for cancelling before the renewal date if you do not wish to continue. A renewal charge on a plan you did not cancel is governed by Section 3.1 and is not automatically refundable, though you may contact us to discuss the matter.

    4. Printed Books

    Printed Books are personalized goods manufactured to order and are produced to your individual specifications. Such goods have no resale or restock value. Accordingly, and to the maximum extent permitted by applicable law, Printed Books are not returnable and are not eligible for cancellation or refund on the basis of change of mind once production has commenced. Nookly does not accept the physical return of Printed Books.

    Nookly warrants only that a Printed Book will be manufactured substantially in conformity with the approved specifications and will be delivered in a condition free from manufacturing or handling defects. Where Nookly is at fault, the remedies set out in Section 4.1 apply. These remedies are your sole and exclusive remedies in respect of Printed Books.

    4.1 Damaged, defective, or lost Printed Books

    Circumstance Nookly's remedy Conditions and required evidence
    Book arrives damaged, defective, or misprinted due to a production or handling error Nookly will, at its sole election, reprint and reship a replacement copy at no cost to you, or, where a replacement is not reasonably possible, refund the amount paid for the affected book. Return of the defective copy is not required. You must notify Nookly and submit clear photographs of the book and its packaging within fourteen (14) days of the delivery date recorded by the carrier.
    Book is not delivered and is confirmed lost in transit Following expiry of the applicable delivery window (Section 4.3) and confirmation from the carrier that the shipment will not be delivered, Nookly will reprint and reship a replacement copy at no cost, or, where a replacement is not reasonably possible, refund the amount paid for the affected book. You must notify Nookly within thirty (30) days of the estimated delivery date so that a carrier trace may be initiated.
    Delivery fails because of an incorrect or incomplete shipping address supplied by you Not eligible for a free replacement or refund. A replacement is available only as a new order placed and paid for by you at the then-current price, including shipping. You must supply a corrected and complete delivery address.
    Personalization details are incorrect after you approved them at checkout (e.g., a misspelled name) Not eligible for a free replacement or refund, as the personalization was confirmed by you prior to production. A corrected copy is available only as a new order placed and paid for by you at the then-current price. You must supply the corrected personalization details for a new, separately paid print run.
    You change your mind after placing the order Not eligible for return, cancellation, or refund once production has commenced, as the goods are personalized and made to order. If production has not yet commenced, cancellation may be possible at Nookly's discretion. You must contact Nookly immediately upon placing the order.

    4.2 Production and dispatch

    Printed Books are manufactured to order. Production ordinarily requires two (2) to four (4) business days following order confirmation and approval of personalization details, prior to dispatch. Production time is in addition to carrier transit time and is not part of any delivery estimate for transit. Estimated dates are estimates only and are not guaranteed.

    4.3 Delivery windows for lost-in-transit claims

    A Printed Book is not treated as lost until the applicable delivery window has fully elapsed and a carrier trace has been completed. As a guide, and unless applicable law provides otherwise, Nookly treats a shipment as potentially lost where it has not arrived within seven (7) to ten (10) business days after the estimated delivery date for domestic orders, or within twenty-one (21) to thirty (30) days after the estimated delivery date for international orders. Nookly's obligation to reprint or refund under Section 4.1 arises only after such window has elapsed and the carrier has confirmed non-delivery.

    5. Claims and processing

    1. Submit all claims to support@nookly.com within the applicable period stated in this Policy (for Printed Books: within fourteen (14) days of delivery for a damaged or defective book, and within thirty (30) days of the estimated delivery date for a lost book).
    2. Include your order number, identification of the affected product, and a description of the issue. For damaged or defective Printed Books, attach clear photographs of the book and its packaging.
    3. Nookly will acknowledge claims within two (2) business days. Approved refunds are issued to the original payment method and may take five (5) to ten (10) business days to appear, subject to the processing times of your bank or payment provider.
    4. Nookly reserves the right to verify claims, to decline claims that do not meet the conditions of this Policy, and to decline claims where fraud, abuse, or repeated or excessive claim activity is reasonably suspected.

    6. Disclaimers and limitation of liability

    EXCEPT AS EXPRESSLY PROVIDED IN THIS POLICY AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ALL PRODUCTS AND SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE," AND NOOKLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

    TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NOOKLY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO ANY PRODUCT, ORDER, OR THIS POLICY SHALL NOT EXCEED THE AMOUNT ACTUALLY PAID BY YOU FOR THE PRODUCT OR ORDER GIVING RISE TO THE CLAIM. NOOKLY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES.

    The remedies expressly set out in this Policy are your sole and exclusive remedies in respect of the matters they address, and are in lieu of all other remedies to the fullest extent permitted by applicable law.

    7. General

    • Statutory rights. Nothing in this Policy excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by mandatory consumer-protection law that cannot lawfully be excluded or limited. Where such law grants you rights exceeding those in this Policy, those rights prevail to the extent of any inconsistency.
    • Force majeure. Nookly is not liable for any failure or delay in delivery to the extent caused by events beyond its reasonable control, including carrier delays, customs actions, acts of God, or labor disruptions.
    • Chargebacks. You agree to contact Nookly and allow a reasonable opportunity to resolve any issue before initiating a chargeback or payment dispute. Initiating a chargeback without first contacting Nookly may delay resolution and may result in suspension or termination of your account.
    • Amendment. Nookly may amend this Policy from time to time. The version of this Policy in effect at the time of your purchase governs that purchase.
    • Severability; no waiver. If any provision of this Policy is held invalid or unenforceable, the remaining provisions remain in full force and effect. Nookly's failure to enforce any provision is not a waiver of it.
    • Contact. Questions regarding this Policy may be directed to support@nookly.com.