Warranty and Returns Policy

Warranty Policy

We offer a three (3) year warranty on all Nook Foam and fabric products from the date of purchase, covering defects in materials and workmanship under normal use and service. Please note that foam products may naturally soften by up to 15% of their original firmness, which is considered normal and not covered under this warranty. The warranty does not cover damage due to misuse, abuse, spills, stains, or accidents. See full list of exclusions

We offer a one (1) year warranty on all Nest Timber products from the date of purchase, covering defects in materials and workmanship under normal use and service. The warranty does not cover damage due to misuse, abuse, neglect, accidents, or alterations. See full list of exclusions

As part of our sustainability commitments, repair in our Sydney Factory will be the preferred method for resolving any warranty issues. In the exceptional case where a replacement may be necessary, any replacement will only be for the affected piece of the product and not the entire product.

To make a warranty claim, please contact us at info@mynook.com.au providing proof of purchase and a detailed description of the defect.

Note: Claims must be made within the warranty period applicable to the specific product type. We will assess the condition and age of returned goods prior to providing a repair, replacement, or refund. This may result in the warranty claim being denied.

Read our Warranty Policy 

 

Returns Policy

Should you wish to return your NooK products, please notify us within 3 days of receipt. Products will need to be in original condition and packed in original packaging. Returns will be subject to a restocking fee of 15% for all NooK products and 20% for all Extension products. To start a return, you can contact us at info@mynook.com.au. When your return is accepted, we will send instructions on how and where to send your package. You will need to pay the cost of your return shipping and the restocking fee will be deducted from any refund due. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@mynook.com.au.

Damages and issues on Receipt
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it quickly.

Exchanges
Unfortunately we are unable to exchange products, we always suggest purchasing fabric swatches if you are at all unsure of colour or fabric choices! 

Refunds
Pursuant to the returns policy listed above, we will notify you as soon as your return is received and will refund the purchase price less a 15% restocking fee for NooK Products and 20% restocking fee for all Extension products (unless it doesn’t meet a consumer guarantee) immediately to your original payment method. Please remember it can take some time for your bank or credit card company to process your refund. 

Cancellations
To ensure we are able to meet our specified delivery times, order processing begins as soon as an order is received. When an order cancelation is requested prior to shipping, the restocking fees outlined above will be applied. Once items have been dispatched, the returns policy above applies in full, including paying the cost of return shipping and the restocking fees outlined above.

 

MY NOOK WARRANTY POLICY

My Nook Pty Ltd (ABN: 7644405774) ("My Nook," "we," "us," or "our") is committed to providing high-quality foam furniture and timber products to our Purchaser (“Purchaser,” “you,” or “your”). This Warranty Policy outlines the warranty provided on Nook Foam & Fabric products and Nest Timber products ("Products") sold by My Nook in Australia. This warranty is provided in addition to any rights consumers may have under the Australian Consumer Law.

 

SCOPE OF WARRANTY

Nook Foam and Fabric Products Warranty:

  • We offer a three (3) year warranty on all Nook Foam and fabric products from the date of purchase, covering defects in materials and workmanship under normal use and service.
  • This warranty acknowledges that foam products may naturally soften by up to 15% of their original firmness, which is considered normal and not covered under this warranty.

 

All Nest Timber Products Warranty:

  • We offer a one (1) year warranty on all Nest Timber products from the date of purchase, covering defects in materials and workmanship under normal use and service.

 

Replacement or Repair:

As part of our sustainability commitments, repair in our Sydney Factory will be the preferred method for resolving any warranty issues. In the exceptional case where a replacement may be necessary, any replacement will only be for the affected piece of the Product and not the entire Product.

 

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

MAKING A CLAIM

To make a warranty claim, please contact us at info@mynook.com.au providing proof of purchase and a detailed description of the defect. Claims must be made within the warranty period applicable to the specific product type. My Nook reserves the right to assess the condition and age of returned goods prior to providing a repair, replacement, or refund. This may result in the warranty claim being denied.

 

 

EXCLUSIONS

The warranty for Nook Foam and fabric products does not cover:

  • Softening of foam up to 15% from its original firmness, as this is considered normal wear and tear.
  • Damage due to misuse, abuse, spills, stains, or accidents.
  • Damage from using the product in an unsuitable environment, including exposure to moisture or heat could cause materials to warp, mold, or deteriorate.
  • Damage or defects caused by improper cleaning, including the use of harsh chemicals that may damage fabric or foam integrity.
  • Cosmetic damage that does not affect the overall functionality of the product, such as minor scuffs or fabric pulls or pilling.
  • Damage to safety zips caused by improper opening without engaging the safety catch or damage to zip track teeth through misuse.

The warranty for All Nest Timber products does not cover:

  • Damage due to misuse, abuse, neglect, accidents, or alterations.
  • Damage or defects caused by improper assembly or disassembly.
  • Damage caused by exposure to extreme temperatures, corrosive environments, or as a result of fading due to exposure to sunlight.
  • Normal wear and tear, including but not limited to scratches, dents, and marring of surfaces.
  • Damage from the use of inappropriate cleaning products or methods.

 

General Exclusions (Applicable to All Products):

  • Products that have been modified or altered in any way not approved by My Nook.
  • Damage or defects resulting from normal wear and tear, including but not limited to changes in colour, texture, or finish, that do not materially affect the product's functionality.
  • Products used in a commercial, rental, or institutional setting unless expressly stated otherwise in the sales documentation.
  • Any indirect, consequential, or incidental damages incurred.
  • The claimer for the warranty is not the original purchaser and does not have the necessary information to prove the purchase.

LIABILITY

To the maximum extent permitted by law, My Nook shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages, including but not limited to, loss of profits, revenue, or data, or damages for business interruption, loss of business opportunity, or any other pecuniary loss, arising out of or in connection with the use of, or inability to use, any product sold by My Nook, whether based on warranty, contract, tort (including negligence), product liability, or any other legal theory, and whether or not My Nook has been informed of the possibility of such damage.

To the extent which we are entitled to do so, our liability under the Australian Consumer Law will be limited, at our option to: -

  • the replacement of the products or the supply of equivalent products; or
  • the payment of the cost of replacing the products or of acquiring equivalent products.

In any case, our liability to you will not exceed the amount actually paid by you to us for the Product you have paid for.

CONTACT INFORMATION

For any questions or to make a warranty claim, please email:

  • Email: info@mynook.com.au
  • Phone: (02) 9136 2285
  • Address: Unit 1, 14 Inman Road Cromer NSW 2099

This warranty policy is effective as of 26 February 2024.