1. All Sales Are Final

Due to the nature of our products, we do not accept returns or exchanges for change of mind, accidental purchases, or if you simply no longer want the item. We strongly encourage you to review your cart carefully before completing your order. If you have any questions about a product before purchasing, please contact us and we will be happy to help.

2. When We Do Accept Returns

We will gladly assist you in the following circumstances:

Damaged Items

If your order arrives physically damaged — torn pages, broken spine, crushed packaging, or any other damage that occurred during transit — we will replace the item or issue a full refund. You must notify us within 7 days of receiving your order with photographic evidence of the damage.

Defective Items

If a product is defective — such as missing pages, printing errors, or manufacturing faults — please contact us within 7 days of delivery. We will assess the issue and offer a replacement or refund at our discretion.

Incorrect Items

If you received an item that is different from what you ordered — wrong title, wrong edition, or wrong quantity — please contact us within 7 days of receiving your package. We will arrange for the correct item to be sent to you at no additional cost, or issue a full refund if the correct item is no longer available.

Lost Orders

If your order has not arrived within the maximum estimated delivery window for your chosen shipping method, please contact us so we can open an investigation with the courier. If the package is confirmed as lost, we will send a replacement or issue a refund. Please note that we are not responsible for packages lost due to an incorrect or incomplete delivery address provided at checkout.

3. How to Request a Return or Refund

To initiate a return or refund request, please email us at info@nicolemurray.com with the following information:

Your full name and email address used to place the order.
Your order number (found in your confirmation email).
A clear description of the issue.
Photographs of the item and packaging where applicable (required for damaged or defective claims).

We aim to respond to all return requests within 3 business days. Please do not return any items to us without receiving written confirmation from our team first, as unauthorised returns may not be processed.

4. Refund Processing

Once your return or refund request has been approved, refunds will be processed back to your original payment method within 5 to 10 business days, depending on your bank or payment provider. Shipping costs are non-refundable unless the return is a result of our error (damaged, defective, or incorrect item).

If your order was paid via Bank Transfer, refunds will be made to the same bank account. Please ensure you provide your bank details when submitting your refund request.

5. Non-Returnable Situations

We are unable to process a return or refund in the following situations:

The request is made more than 7 days after delivery.
The item shows signs of use, wear, or damage caused after receipt.
The item was purchased during a final sale or clearance event clearly marked as non-returnable.
An incorrect delivery address was provided by the customer resulting in non-delivery.
The package was refused at delivery by the customer without prior arrangement with us.

6. Exchanges

We do not offer direct exchanges for change of mind. If you received a damaged, defective, or incorrect item and would prefer a replacement over a refund, please mention this in your return request and we will do our best to accommodate you, subject to stock availability.

7. Bulk & Wholesale Orders

Bulk and wholesale orders are subject to separate terms agreed upon at the time of purchase. If you have a concern regarding a bulk order, please contact us directly and we will work with you to find an appropriate resolution.

8. Return Shipping Costs

If a physical return of an item is required (as directed by our team), we will cover the return shipping cost only in cases where the fault lies with us — damaged, defective, or incorrect items. In all other approved cases, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service for any returns, as we cannot be held responsible for items lost in transit back to us.

9. Changes to This Policy

We reserve the right to update or amend this Return Policy at any time. Any changes will be reflected on this page with a revised "Last updated" date. We encourage you to review this policy before making a purchase so you are always aware of our current terms.

10. Contact Us

If you have any questions about our Return Policy or need help with an existing order, please do not hesitate to get in touch:

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

We are here to help and will always do our best to find a fair resolution for every customer.