Return & Refund Policy
At NOMINOOK, we stand behind everything we make. This policy explains when you're entitled to a replacement or refund, and how we handle faulty, damaged or incorrect orders in accordance with the Australian Consumer Law (ACL).
Change of Mind
We don't accept returns or issue refunds for change of mind. This covers situations such as ordering the wrong product, changing your mind about a subscription order, no longer wanting the item, or finding it cheaper elsewhere. We'd encourage you to look over your order carefully before checking out, and if you have any questions beforehand, just email us at hello@nomnook.com.
Faulty, Damaged or Incorrect Orders
If something's gone wrong with your order, we'll sort it out. You're entitled to a replacement or refund if your product:
- Arrives damaged or defective
- Isn't what you ordered
- Has a manufacturing fault
- Isn't of acceptable quality
- Doesn't match the description on our website
- Isn't fit for its intended purpose
These are the consumer guarantees you're entitled to under the Australian Consumer Law, and they can't be excluded.
How to Make a Claim
To request a replacement or refund for a faulty, damaged or incorrect order, email hello@nomnook.com within 30 days of receiving your order. Please include:
- Your order number
- A description of the issue
- Clear photos or video showing the fault, damage, or incorrect item
- The batch number, where relevant (found on the product packaging)
Our team will review your claim and get back to you within 2 business days.
Resolution
Where a claim is approved, we'll resolve it at our discretion and in line with your ACL rights by:
- Sending a replacement product at no cost to you, or
- Providing a full refund to your original payment method, or
- Making good on the product where a partial remedy is the appropriate fix
Approved refunds are processed within 5 business days. Depending on your bank or card provider, it may take an additional 3 to 10 business days for the funds to land in your account.
Subscription Orders
Subscription orders are covered under this policy the same way one-off purchases are. If a subscription shipment arrives faulty, damaged or incorrect, get in touch at hello@nomnook.com and we'll sort it out under the terms above.
If you'd like to pause, skip or cancel a future subscription order, you can do that directly through your customer account or by emailing us. This is a separate process to lodging a return or refund claim.
Products Damaged After Delivery
We're not able to offer a replacement or refund for products damaged after delivery due to misuse, improper storage, or normal wear from regular use. Our dental chews and sticks should be stored as directed on the packaging to keep them fresh.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that can't be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure doesn't amount to a major failure.
Contact Us
For any questions about this policy, or to lodge a claim, reach out to us at:
Email: hello@nomnook.com
Phone: +61 7 3103 2034
Address: 3/16 Landy Street, Northgate Queensland 4013 , Australia
We aim to respond to all enquiries within 2 business days.
Last updated: August 2026
