This Refund & Return Policy outlines the cancellation, return, and reimbursement conditions for orders placed on www.nookpadpro.com, operated by IMPORTADORA Y EXPORTADORA TOTAL VELOCITY, S. DE R.L. DE C.V. Our products are offered exclusively to retail customers residing within European destination countries in strict accordance with European consumer protection laws.
1. Statutory 14-Day Right of Withdrawal
In compliance with European Consumer Rights directives, customers located within the European Union and the European Economic Area have the statutory right to cancel or return their order without providing a reason within 14 calendar days from the date on which physical possession of the goods is acquired by the customer or a nominated third party.
- Exercising Withdrawal: To initiate a statutory withdrawal, you must notify our customer service team in writing via email at dinner@nookpadpro.com within the 14-day period.
- Return Address: Upon receiving your withdrawal notification, our support team will issue return instructions and provide the designated European return address:IMPORTADORA Y EXPORTADORA TOTAL VELOCITY, S. DE R.L. DE C.V.Cicerón No. 504, Col. Los Morales, Sección Alameda, Miguel Hidalgo, C.P. 11530, Ciudad de México, Mexico (Note: Specific local European return depot details will be provided directly in your return authorization email).
- Item Condition: Returned items must be unused, in their original condition, and accompanied by original packaging.
2. Damaged, Defective, or Incorrect Items
If an order arrives with physical damage, manufacturing defects, or incorrect items, you are not required to return the damaged physical goods.
- Notification & Evidence: Contact dinner@nookpadpro.com within 14 days of delivery and attach clear photographs showing the damage or defect alongside your order reference number.
- Remedies: Upon review and verification of the submitted evidence, we will immediately process either a full refund or a free replacement dispatch based on your preference.
3. Order Processing, Shipping & Delayed Transit Refunds
Orders are fulfilled using express international carrier services (including DHL Priority, FedEx Priority, and UPS Priority):
- Processing Window: 1 to 3 business days following payment authorization.
- Transit Window: 5 to 12 business days to European destinations.
- Tracking Updates: Automated tracking notification emails are sent to your registered email address at key milestones, including order dispatch, carrier hub arrival, and local delivery.
- Non-Delivery & Loss: If a shipment exceeds 12 business days from the dispatch date, our support desk will open a formal investigation with the carrier network. If the consignment is confirmed lost or indefinitely delayed, a full refund or immediate replacement shipment will be issued.
4. Reimbursement Method & Timeline
All approved refunds will be credited back to the original method of payment used during checkout.
- Accepted Payment Methods: We process payment transactions via major payment cards (Visa, Mastercard, American Express) as well as digital wallets (Apple Pay and Google Pay).
- Processing Schedule: Once a refund is authorized, funds are submitted back to your card issuer or digital wallet provider within 3 to 5 business days. Please allow additional billing cycles for your financial institution to reflect the credit balance.
5. Merchant Contact Information
For return authorization requests, refund inquiries, or delivery assistance, please contact:
- Brand Name: nookpadpro
- Operating Entity: IMPORTADORA Y EXPORTADORA TOTAL VELOCITY, S. DE R.L. DE C.V.
- Company Registration Number: IET0802086WA
- Registered Address: Cicerón No. 504, Col. Los Morales, Sección Alameda, Miguel Hidalgo, C.P. 11530, Ciudad de México, Mexico
- Support Email: dinner@nookpadpro.com
- Telephone Support: +52 5511010241