Last Updated: 24 September 2026

At Nanonook, we want you to have a smooth and reliable shopping experience. This Refund & Return Policy explains when products can be returned, exchanged or refunded and how to request assistance.

Please read this policy before placing an order.

1. Return Eligibility

We accept returns or exchanges for products that meet the conditions below:

  • The product is defective or has a manufacturing fault.
  • The wrong product was delivered.
  • The product was damaged during delivery.
  • An item or essential component is missing from the order.
  • The product does not match the product ordered.

Products must normally be returned with the original packaging, accessories, manuals, warranty cards and proof of purchase.

2. Damaged Products

Please check your package when you receive your order.

If the package or product appears damaged, please contact Nanonook as soon as possible and provide clear photographs or a video of the package and product.

This information may be required for us to investigate the issue with our delivery partner.

3. Wrong Product Received

If you receive a product different from the one you ordered, contact us with your:

Order Number + Product Photos + Delivery Details

After verification, we will arrange the appropriate exchange or other resolution.

4. Defective Products

If a product develops a fault, please contact our support team before returning it.

Depending on the product and applicable warranty, the item may be:

Repaired, replaced, exchanged or otherwise resolved after inspection.

A product being reported as defective does not automatically guarantee a refund. The product may need to be tested to determine the cause of the issue.

5. Change of Mind

Change-of-mind returns are not generally accepted for used or opened products.

An exchange may be considered for an unused product that remains in its original condition and packaging, subject to Nanonook approval.

The customer may be responsible for applicable delivery or handling charges for approved change-of-mind exchanges.

6. Products That Cannot Be Returned

Returns may not be accepted where the product has:

  • Signs of misuse or accidental damage
  • Physical damage caused after delivery
  • Liquid or water damage
  • Unauthorized modifications or repairs
  • Missing original accessories or packaging
  • Scratches, dents or other damage caused by the customer
  • Normal wear and tear
  • Damage caused by incorrect installation or operation

Products specifically identified as non-returnable, clearance or final-sale items may also be subject to separate conditions.

7. Warranty Returns

Some products purchased from Nanonook are covered by a manufacturer or seller warranty.

Warranty claims are handled according to the applicable warranty terms for the specific product.

Please refer to our Warranty Policy or the warranty information provided with your product.

8. Refunds

Once a return or warranty claim has been approved, the available resolution may include:

  • Product replacement
  • Product exchange
  • Repair
  • Store credit
  • Refund

The appropriate resolution will depend on the reason for the return, product condition, warranty terms, product availability and applicable requirements.

9. Refund Processing

Approved refunds will normally be processed using the original payment method where reasonably possible.

The time required for the amount to appear in your account may depend on the payment provider or bank.

Nanonook does not control processing times imposed by banks or third-party payment providers.

10. Return Shipping

Before returning any product, please contact Nanonook and receive return instructions.

For approved cases involving a defective, damaged or incorrectly supplied product, Nanonook will advise you regarding the applicable return delivery arrangements.

Do not send a product to Nanonook without contacting us first.

11. Return Condition

Returned products should normally include:

  • Original product
  • Original box/packaging
  • Accessories
  • Manuals
  • Warranty card, where applicable
  • Invoice or proof of purchase

Products that are incomplete or significantly damaged may require further inspection before a return, exchange or refund can be approved.

12. Order Cancellation

Orders may be cancelled before dispatch, subject to confirmation from Nanonook.

Once an order has been dispatched to the delivery partner, cancellation may no longer be possible and the order may need to follow the applicable return procedure.

13. How to Request a Return or Refund

Please contact Nanonook with the following information:

Order Number:
Customer Name:
Contact Number:
Product Name:
Reason for Return:
Photos/Videos: Where applicable

Our customer support team will review the request and provide the next steps.

14. Inspection Process

Returned products may be inspected by Nanonook, the relevant distributor or the manufacturer.

The inspection may determine whether the issue is:

Manufacturing-related,
Transit-related, or
Caused by customer use or damage.

The final resolution will be based on the inspection results and applicable warranty or return conditions.

15. Promotional & Discounted Products

Products purchased during special promotions, clearance sales or limited-time offers may have specific return, exchange or refund conditions.

Any special conditions applicable to a promotion will be communicated at the time of purchase.

16. Important Notice

Nanonook reserves the right to reject a return where the product does not meet the applicable return or warranty requirements.

Nothing in this policy is intended to remove or restrict any rights available to consumers under applicable law.

17. Contact Us

For return, exchange or refund assistance, please contact us:

Nanonook
Website: https://nanonook.lk/
Email: [YOUR SUPPORT EMAIL]
Phone / WhatsApp: [YOUR PHONE NUMBER]

Nanonook

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