Returns and Refunds

We always look after our customers and want to satisfy everyone’s needs to the full. If you have bought any NŌKOTECH product straight from us online or in our physical shop, you have the right to return the products and get a refund, repair service, or item replacement, depending on the circumstances.

We accept no responsibility for items damaged or lost in return postage unless they have been pickup by one of our selected couriers. We highly recommend using a ‘signed for’ and insured delivery method if returning products to protect yourself against loss.

Please use the contact form on our support page for all return & refund inquiries.

REASONS AND TERMS FOR THE RETURNS AND REFUNDS

1. The customer changed his mind

Every customer has a 30-day limit (after it was delivered) to change his mind and return a product bought from us. The returned product has to be unused, in the same new condition we supplied it to the customer with the undamaged original packaging. 

We will always ask for proof that it was purchased directly from NŌKOTECH. The buyer is responsible for the cost of returned and replaced items’ postage and must contact us in advance for further procedures. 

2. The customer ordered the wrong item

The customer has 5 (five) working days after receiving a delivery to give us a notice and ask for a refund or item replacement. The returned product has to be unused, in the same condition we supplied it to the customer with the undamaged original packaging.

We will always ask for proof that it was purchased directly from NŌKOTECH. The buyer is responsible for the cost of returned and replaced items’ postage and must contact us in advance for further procedures. 

3. The wrong item was delivered

The customer has 5 (five) working days after receiving a delivery to give us a notice and ask for a refund or item replacement. The returned product has to be unused, in the same condition we supplied it to the customer with the undamaged original packaging.

We will always ask for proof that it was purchased directly from NŌKOTECH. We are responsible for the cost of returned and replaced items postage.

4. The item was damaged during the postage

The customer has 5 (five) working days after receiving a delivery to give us (and a courier) a notice and ask us for a refund or item replacement. 

NOTE: All our products use premium solutions from outside packing to inside. Thus, for the product to be damaged during postage, the outer packing box should be significantly damaged. If the reason for the product return is “damage during the postage”, we will always ask for photos of the significant damage on a package and product as proof.

We recommend the customer check for any significant damages (for example, holes and similar level damages) on the outside of the packing when the courier hands over the items. In that case, the customer can refuse to accept the package stating significant damages as the reason. 

We are responsible for the cost of returned and replaced items postage. 

5. The item was delivered with manufacturing flaws

All NŌKOTECH products have warranties. At our discretion, we either replace or repair the item using suitable new or reconditioned products or parts. Please read more about it on our warranty page. 

We are responsible for the cost of returned and replaced items postage. 

NOTE: If the returned items under the clause of ‘manufacturing flaws’ or ‘damaged during the postage’ are found to be in complete working order, these will be returned to the buyer, and we reserve the right to charge an administration fee of 10% of the price of the items along with the cost of postage.

HOW PRODUCT RETURNS AND REFUNDS ARE FULFILLED?

1. The customer sends us the notice with a filled return form.
2. We communicate with the customer about the return details.
3. We receive the returned item from the buyer.
4. We examine the received item.
5. We confirm or reject the replacement, repair service, or refund (depending on the reason and circumstances).
6. If we approve the replacement or repair, a new or repaired item is sent as soon as possible (we inform the customer of approx. dates.)
7. We send back the old item if we reject the replacement, refund, or repair service. This could be if, for example, the damages were done during improper use of the product, or the warranty already expired, etc. (Penalty fees may apply if the item was declared damaged or with manufacturing flaws, but we found it in complete working order).
8. If we confirm a refund, it will be processed within 15 working days of receiving the returned items and sent to the same source from where the payment was made when buying items, if not agreed otherwise with the buyer.