1. General Refund Conditions

Refunds at Nicole Murray are not automatic — each request is reviewed individually and assessed against the conditions outlined on this page. Submitting a refund request does not guarantee that a refund will be issued. Our team will always aim to respond to refund requests within 3 business days and will communicate our decision clearly along with any next steps.

By placing an order on our website, you acknowledge that you have read and understood these refund conditions and agree to be bound by them.

2. Conditions Under Which a Refund May Be Approved

Item Arrived Damaged

A refund or replacement may be approved if your item arrives with physical damage caused during transit — including torn covers, broken spines, crushed packaging, or water damage. To be eligible, you must:

Contact us within 7 days of the confirmed delivery date (or within 14 days for international orders).
Provide clear photographs of both the damaged item and the outer packaging it arrived in.
Include your order number in your request.

Item Is Defective

A refund or replacement may be approved if the item has a manufacturing defect present at the time of dispatch — such as missing or misprinted pages, incorrect binding, or significant print quality issues. You must notify us within 7 days of delivery (or 14 days for international orders) and provide photographic evidence clearly showing the defect.

Wrong Item Received

If you received an item that does not match what you ordered — including the wrong title, wrong edition, or wrong quantity — a full refund or free replacement will be offered. Please contact us within 7 days of delivery (or 14 days for international orders) and include a photograph of the item received alongside your order number.

Order Never Arrived (Confirmed Lost)

If your order has not arrived within the maximum estimated delivery window for your shipping method and country, and a courier investigation confirms the package is lost, a full refund or replacement will be offered. Please allow the following timeframes before raising a lost parcel claim:

Domestic Standard: 15 business days from dispatch.
Domestic Express: 7 business days from dispatch.
International Standard: 30 business days from dispatch.
International Economy: 45 business days from dispatch.
International Express: 15 business days from dispatch.

Order Cancelled Before Dispatch

If you contact us to cancel your order before it has been dispatched, a full refund will be issued. Once an order has been dispatched, it can no longer be cancelled and our standard return and refund conditions will apply. Please contact us as soon as possible at info@nicolemurray.com if you wish to cancel.

3. Conditions Under Which a Refund Will Not Be Approved

We are unable to approve a refund under the following circumstances:

Change of Mind

We do not offer refunds for change of mind, accidental purchases, or because you found the same item at a lower price elsewhere after placing your order. We strongly encourage you to review all product details and your cart carefully before completing checkout.

Request Made Outside the Eligible Window

Refund requests submitted more than 7 days after the confirmed delivery date for domestic orders, or more than 14 days for international orders, will not be considered unless exceptional circumstances apply and are communicated to us clearly at the time of the request.

Damage Caused After Delivery

We are unable to refund items that have been damaged after delivery through mishandling, exposure to water or heat, or normal wear and use. Refunds are only applicable to damage that was clearly present upon arrival and documented promptly with photographic evidence.

Incorrect Address Provided by Customer

If an order fails to arrive or is returned to us because an incorrect, incomplete, or undeliverable address was provided at checkout, we are not liable and a refund will not be automatically issued. We will work with you to arrange reshipment at your cost or offer a partial refund at our discretion once the package is returned to us.

Delays Beyond Our Control

Refunds will not be issued for delivery delays caused by events outside our control, including but not limited to customs processing, public holidays, severe weather, courier backlogs, or industrial action. We will always assist you in monitoring and investigating delayed shipments, but cannot guarantee refunds for delays alone.

Packages Held or Seized by Customs

We are not responsible for international packages held, delayed, or seized by customs authorities in the destination country. Import duties, taxes, or compliance issues in your country are outside our control and do not qualify for a refund from us.

Final Sale Items

Items purchased during clearly marked final sale or clearance events are not eligible for a refund under any circumstances, except in the case of a manufacturing defect or incorrect item being sent.

4. Partial Refunds

In some circumstances, a partial refund may be offered rather than a full refund. This may apply when only part of an order is affected by an issue, when an item is returned in a condition different from how it was dispatched, or when the issue reported is minor and does not significantly impact the use or enjoyment of the product. The amount of any partial refund will be determined by our team on a case-by-case basis and communicated to you clearly before processing.

5. How Refunds Are Issued

All approved refunds are issued to the original payment method used at the time of purchase. We do not issue refunds via a different payment method, store credit, or cash under any circumstances.

PayPal: Refunds are typically processed within 3 to 5 business days and will appear in your PayPal account or linked bank account.

Bank Transfer: Refunds are returned to the originating bank account. Please ensure you provide your bank details when submitting your refund request. Processing may take 5 to 10 business days.

Cash on Delivery: Refunds for COD orders will be processed via bank transfer. Please provide your bank account details when contacting us.

6. Refunds on Shipping Costs

Original shipping costs are non-refundable unless the reason for the refund is directly due to our error — such as sending a damaged, defective, or incorrect item. In all other approved refund cases, only the item value will be refunded and the original shipping fee will be retained.

7. Refunds Involving Discount Codes or Coupons

If a discount code or coupon was applied to an order that is subsequently refunded, the refund will reflect the actual amount paid after the discount was applied — not the original pre-discount price. Discount codes and coupons used in a refunded order will not be reinstated or reissued unless at our sole discretion.

8. Refund Request Timeline Summary

For your convenience, here is a summary of the key timeframes that apply to refund requests:

Domestic orders — damaged, defective, or incorrect: Contact us within 7 days of delivery.

International orders — damaged, defective, or incorrect: Contact us within 14 days of delivery.

Lost domestic orders: Contact us after the maximum estimated delivery window has passed.

Lost international orders: Contact us after 30 to 45 business days from dispatch, depending on shipping method.

Cancellations: Contact us before dispatch for a full refund. Post-dispatch cancellations are not accepted.

Our response time: We aim to respond to all refund requests within 3 business days.

Refund processing time: 3 to 10 business days after approval, depending on your payment method.

9. How to Submit a Refund Request

To submit a refund request, please email us at info@nicolemurray.com with the following details:

Your full name and the email address used to place the order.
Your order number (found in your confirmation email).
A clear description of the issue and the reason for your refund request.
Photographs of the item and packaging where applicable.
Your preferred resolution — refund or replacement.

Incomplete requests may experience delays. Please do not return any items to us without first receiving written confirmation from our team authorising the return.

10. Changes to These Refund Conditions

We reserve the right to update or amend these Refund Conditions at any time. Any changes will be published on this page with a revised "Last updated" date. The conditions in effect at the time your order was placed will apply to that order.

11. Contact Us

If you have any questions about our refund conditions or need help with an existing request, please get in touch — we are always here to help.

Nicole Murray
Email: info@nicolemurray.com
Website: https://nicole.nebulaitbd.com

Please include your order number and a brief description of your issue in your first message so we can assist you as efficiently as possible.