Refund policy

Introduction & Statutory Rights

 

Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and other applicable UK legislation. Whether you shop with us online or in our physical stores, your legal rights remain protected.

Our Philosophy

At Knock Nook, we are always happy to see the customer’s point of view. We are genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. This philosophy underpins our website and in-store policies on returns and refunds.

Fairness and Protection

We strive to be as fair and generous as reasonably possible. However, to ensure we can continue supporting our independent artists and maintaining our business, our policies include necessary limits to protect against fraud, misuse, or unscrupulous behaviour.

 

Common Exclusions

Regardless of whether you purchased your items online or in our physical stores, the following categories are non-returnable, non-refundable and non-exchangeable unless they are found to be faulty, damaged, or not as described.

Personalised Gifts

Due to the personalised nature of these items, they are created specifically for you. By placing an order, you acknowledge that the statutory right to cancel does not apply once production has begun.

Original Artwork and Handmade Pieces

Each piece is a one-of-a-kind creation by our artists. Due to their unique nature and the delicate handling required, these items are final sale.

Hygiene and Safety Items

For your protection and to maintain strict hygiene standards, we cannot accept returns on:

-              a. Pierced jewellery (such as earrings)

-             b.  Intimate apparel, socks, Napkin, Facial Products

d-         c. Tableware (if the seal is broken or the item has been used)
      d.  Fragile items: e.g. fountain pens, pen nibs, photographic film, cameras, etc.

 

-       Skincare and Beauty Products: (e.g., Hand Creams, Lip Balms): For hygiene and safety reasons, these items can only be returned if they are still in their original, unopened packaging with the tamper-evident seal intact. Once the seal is broken or the product has been used, it is non-returnable

Second-Hand and Blind Box Collectables

Items such as Pop Mart and other designer toys are sold as resale collectables. (e.g., Pop Mart, Sonny Angel, Miniso Blind Box, etc.): We guarantee authenticity and offer in‑store verification at the time of purchase. Due to the nature of blind box collectables and secondary market value, these items are non‑returnable and non‑refundable once sold, unless proven faulty or misrepresented.

Condition of Returns

To be eligible for a return or exchange under our 14-day change-of-mind policy, the items must meet the following criteria. Please note that this policy applies to both online and in-store purchases, except for the items listed in the "Common Exclusions" section.

The 14-Day Window

Online Purchases: You must contact us or initiate the return within 14 days from the date the tracking record shows the order was delivered/signed for.

In-store Purchases: You must return the item to our store within 14 days from the date of purchase.

Resaleable Condition

We can only accept returns if the item is in a perfect, resaleable condition. This means:

-              Original Packaging: The item must be in its original, undamaged packaging. Any box, gift wrap, or protective sleeve must be complete and intact.

-              Tags and Labels: All original price tags, brand labels, and security seals (where applicable) must remain attached and untampered with.

-              No Signs of Use: The item must show no signs of wear, usage, or modification. It must be free from any scents (such as perfume or smoke) and in the same condition as when it left our shop.

-              Skincare/Beauty Items: Products such as hand creams or lip balms must remain factory sealed. We cannot accept any beauty products if the seal has been broken.

Proof of Purchase

A valid proof of purchase, for example: receipt, transaction records (for in-store purchases) or an order number (for online orders) must be provided for all return or exchange requests.

 

Online Purchase Policy

This section applies to all orders placed through our website. Please note that online orders cannot be returned, refunded or exchanged at our high street stores due to separate operating systems.

No In-Store Returns for Online Orders

Please note that our high street stores and our online shop operate on two entirely different systems. Our store staff do not have access to the online order database and are not trained to process online transactions. For this reason, our physical stores cannot accept returns or process refunds for any online purchases (including Click & Collect). All online order issues must be handled directly by our Online Customer Service team.

A.     Dissatisfaction Caused by Knock Nook

We do everything we can do to ensure we send you the gifts you require in perfect condition by the date you require them.

However, sometimes things can go wrong. If you are dissatisfied with any aspect of your order or customer service experience, and the problem is our fault or the fault of one of the companies we use to ship your order to you, we will take steps to resolve the problem entirely at our own expense. This may include a replacement, repair, or full refund, including standard delivery charges.

If the problem is our fault or the fault of our couriers, we will resolve it entirely at our own expense.

-              Damaged, Incorrect, or Missing Goods (Inform us within 14 days):

If your order arrives damaged, incorrect, or missing items, please contact us by phone or email within 14 days of receipt. Failure to report within this window will invalidate your right to a refund or replacement. We may ask for photographic evidence.

Resolution: You may choose a full refund (including standard delivery charges) or a replacement sent at no additional cost.

-              Goods Not as Described (Inform us within 14 days):

If the goods do not match our website description or photographs, please contact us within 14 days. If we request a return, we will provide a prepaid returns label.

-              Faulty Goods (Inform us within 90 days):

If an item is faulty or develops a fault, please contact us immediately and no later than 90 days after receipt. We will offer a refund or replacement at no additional cost. We cannot accept responsibility for goods after 90 days as we have no control over their usage.

B.     Dissatisfaction Caused by Customer Error or Decision

If you are dissatisfied with any aspect of your order or customer service experience, but the issue can reasonably be seen to be partially your own responsibility, we still want to help. But we will ask you share with us the cost of putting right anything which may have gone wrong. See below for details.

 

-              Unwanted or Mis-ordered Goods (Inform us within 14 days):

Please contact us by phone or email within 14 days of receipt of your order.

Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.

 It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing. That’s OK. Please just get in touch and explain clearly which items you don’t want. Our customer service team will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund once we have received the goods and confirmed they are in re-saleable condition. Once we have confirmed satisfactory receipt we will refund you the price paid for the goods.

Please note: If a partial return brings your total order value below the £70 free delivery threshold, the original standard shipping charge will be deducted from your final refund amount.

-              Incorrect Details (Inform us immediately)

If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

 

 

However we seek to process all orders in the shortest possible timeframe so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and redeliveries.

If the parcel cannot be traced, or is lost or damaged, due to incorrect information provided by yourself, such as an incorrect address or contact details, we shall not be liable for any resulting consequences, and you will be responsible for all associated costs.

C.      Returning Goods

If you wish to return goods to us, or if you are asked to do so by our customer service team, you may use a prepaid returns label (available upon request) if authorised to do so by the Terms above or verbally or in writing by our customer service team. If you use this prepaid returns label without authorisation, we reserve the right to deduct the cost of return from any refund issued for returned goods. When you return goods to us, please enclose information pertaining to the return. The information we need is:

-              Your name and order number.

-              Written confirmation of what items you have returned

-              Written confirmation of the reason for your return

-              Written request for either refund or replacement as appropriate.

Please also tell us whether or not you have already contacted our customer service team regarding this return. If this information is not enclosed with any return we will not be able to process your return efficiently and you may experience a considerable delay before you receive correspondence, replacement, or refund.

In the event of a return or exchange where you are responsible for the postage costs, we will contact you in advance to provide the correct address and contact details. We ask that you ensure you enter this information accurately.

Furthermore, we process your return, refund or exchange request only once we have received the returned goods. If the parcel is lost, damaged or sent to the wrong address whilst in transit, we will be unable to proceed with your request, and you will be responsible for any costs incurred as a result. 

D.      International orders

Please note that in the case of orders to international destinations, it is our policy always to issue refunds, rather than send replacement goods. Any refund will include a refund for any extra shipping charge generated by the value of the goods, which you inform us are damaged, faulty, or which have not arrived.

In-store Purchase Policy

This section applies exclusively to items purchased in person at our high street stores.

Just as our stores cannot process online orders, our online customer service team cannot process returns or refunds for items bought in-store. All in-store purchases must be returned to the physical shop where the item was bought.

From time to time, a customer’s purchasing decision may be influenced by a member of staff explaining a product’s compatibility, size, or function. As individual understanding and levels of training may vary, any such guidance should be understood as general assistance unless clearly confirmed otherwise. Where a purchase decision was materially influenced by a member of staff’s specific representation about compatibility, size, or function, we may review the matter on a case-by-case basis. However, where a product label, packaging, or description provides relevant information, that information will take priority.

A valid proof of purchase, such as a till receipt, transaction record, or bank statement, or for any other information reasonably required to help us verify the transaction, is mandatory for any return or exchange. Without proof of purchase, we are unable to verify the transaction.

Change of Mind (Within 14 Days)

If you change your mind about an in-store purchase, you may return the item to the store within 14 days of purchase. This is offered as part of our store policy and does not affect your statutory rights. To be eligible, the item must be unused, in its original and resaleable condition, with all tags, labels, seals, packaging and any accompanying accessories or inserts still intact. (see Section on Condition of Returns).

 

Faulty or Damaged Goods (Inform us within 90 days)

If you believe an item purchased in-store is faulty, damaged, not as described, or not fit for purpose, please return it to the store as soon as reasonably possible so that our staff can inspect it. Our 14-day change-of-mind policy does not limit or replace your statutory rights in relation to faulty or misdescribed goods.

Prevent Fraud

To help prevent fraud and protect both our customers and our business, refunds are normally made back to the original payment method used at the time of purchase. We reserve the right to request additional verification where needed. Where a refund is approved for a card payment, it will normally be returned to the same card used for the original transaction. Where a refund is approved for a cash purchase, this must normally be handled in person at the store.

Actual amount paid

When calculating any refund or exchange, the value will be based strictly on the actual amount paid at the time of purchase. If any discount, promotional offer, bundle pricing, multi-buy offer, or Loyalty Reward was applied to the original transaction, any refund may be adjusted to reflect the revised transaction value after the return. If a promotion depended on multiple items being purchased together, returning part of that transaction may mean the original offer no longer applies. Any loyalty points, discounts, or promotional benefits applied at the time of purchase are non-refundable in cash.

 

Gift Receipt

We are happy to assist with exchanges where a valid gift receipt is presented and the item is returned within the applicable return period in a resaleable condition. Where a customer requests a refund for an item purchased as a gift, any refund can only be made to the original payment method used for the purchase and cannot be issued to the gift recipient by an alternative method.

 

Remote Return for in-store purchase

While we generally require customers to return to the physical store where the purchase was made to resolve any issues or "change of mind" returns, we understand that personal circumstances may sometimes make this impossible. As a gesture of goodwill, we may offer to review such requests on a case-by-case basis. If you find yourself unable to return to our shop, please contact our customer service team as soon as possible to explain your situation. Any remote handling of an in-store purchase must be authorised by us in advance. Customers must contact us first and receive confirmation before sending anything back. We may ask for photographs, video evidence, or further information before agreeing to review the matter remotely.

If we authorise a remote return, the item must be sent using a tracked postal service. In such instances, the customer is responsible for all shipping costs and remote transaction processing fees. And the customer is responsible for ensuring that the parcel is properly addressed and securely packaged. Responsibility for the returned item remains with the customer until it has been safely delivered to and received by us. If a return is lost or damaged in transit before it reaches us, we will be unable to process the request.

Please note that remote refunds for cash purchases are generally not possible. In such cases, the matter must normally be resolved in person at the store, although in some circumstances we may, at our sole discretion, offer an alternative remedy such as an exchange or store credit as a gesture of goodwill.

 

Contact & Address

Knock Nook
Unit 39, Princes Square

48 Buchanan Street

Glasgow

G1 3JN

info@knocknook.co.uk