Buying a toy online is always a bit of a bet. So we give you room: 30 calendar days from receiving your order to send it back, even if you've simply changed your mind.
1. Your legal right of withdrawal (14 days)
Under articles 102 and following of Real Decreto Legislativo 1/2007, you have 14 calendar days from receiving your order to withdraw from the contract without giving a reason and without penalty.
To exercise it, just tell us your decision unambiguously by email to hola@nooki.es before the deadline runs out. You can use the model form at the bottom of this page, though you don't have to.
2. Our extended guarantee (30 days)
Beyond what the law requires, we voluntarily extend that period to 30 calendar days. It's a commercial commitment from Nooki, additional to your legal rights and not a replacement for them.
3. What condition the product must be in
- Complete, with all its parts and accessories.
- In its original packaging or in equivalent packaging that protects it.
- You can have opened it and tried it out, just as you would in a physical shop. If the product has lost value through handling that goes beyond that checking, we may deduct the corresponding proportion from the refund.
4. Who pays for the return
| Situation | Cost of the return shipping |
|---|---|
| Product faulty, damaged or different from the one ordered | We pay. We send you a prepaid return label. |
| Our mistake when preparing the order | We pay. |
| You've changed your mind (withdrawal) | You pay. Approximate cost in mainland Spain: €5-8 depending on size and courier. |
5. How to return, step by step
- Write to us at hola@nooki.es with your order number and, if the product arrived faulty, one or two photos.
- We reply in under 24 working hours with the instructions and, where applicable, the prepaid label.
- Pack the product and hand it to the courier or drop it off at the point we've given you.
- As soon as we receive it and check its condition, we process the refund.
6. Refunds
We refund you using the same payment method you used, at no extra cost. The maximum legal period is 14 calendar days from the moment you tell us you're withdrawing, although we may withhold the refund until we've received the product or until you show proof that you've sent it back. In practice we usually process it within 2-4 working days of receiving it.
The refund includes the original standard shipping costs. If you chose a more expensive delivery option than the standard one, we refund the amount corresponding to standard delivery.
7. Exchanges
If you'd rather swap the product for another one, write to us and we'll handle it as a return plus a new order. If the exchange is because of a defect, the replacement is sent free of charge.
8. Exceptions
The right of withdrawal doesn't apply to personalised products or products made to your specifications, or to sealed products which are not suitable for return for reasons of hygiene and which have been unsealed after delivery.
9. Legal guarantee of conformity: 3 years
Regardless of everything above, all products carry a 3-year legal guarantee from delivery. If something breaks or stops working because of a manufacturing defect, write to us: you're entitled to repair or replacement at no cost.
Model withdrawal form
(Complete and send this form only if you wish to withdraw from the contract. You don't have to use this format.)
To VALUANT ADVISORY GROUP, S.L. (Nooki), [DIRECCIÓN — PENDIENTE DE COMPLETAR], hola@nooki.es
I hereby give notice that I withdraw from my contract of sale of the following goods:
— Order number: ______________
— Product: ______________
— Date of order: ______________
— Date of receipt: ______________
— Name of consumer: ______________
— Address of consumer: ______________
— Date and signature (only if this form is submitted on paper): ______________
Last updated: August 2026.