Returns & Refunds

Returns, Withdrawal & Refunds

This policy applies to purchases made from Noctraaa. Nothing in this policy limits any mandatory consumer rights that apply to you under Danish or EU law.

14-day right of withdrawal

If you are a consumer in the EU/EEA, you generally have the right to withdraw from an online purchase within 14 days after the day you receive the goods, without giving a reason.

To exercise your right of withdrawal, you must send us a clear statement that you wish to withdraw before the 14-day period expires. Contact us at noctraaa1@gmail.com.

After notifying us, you have a further 14 days to send the goods back.

Return shipping for change-of-mind returns

For returns made under the 14-day right of withdrawal because you changed your mind, you are responsible for the direct cost of returning the goods. We recommend using a tracked shipping method and keeping proof of shipment.

Please contact us before sending a return so we can provide the correct return instructions. This contact step does not reduce or remove any statutory right of withdrawal.

Condition of returned goods

You may inspect the product in the same way you reasonably could in a physical store. If the product has been handled or used beyond what is necessary to establish its nature, characteristics and functioning, we may make a deduction for any reduction in value where permitted by law.

Refund amount

When a valid withdrawal is made, we refund the amount paid for the returned goods and the cost of the least expensive standard delivery method offered for the order. If you selected a more expensive delivery method, such as express delivery, the additional delivery upgrade is not refundable.

Refunds are made to the original payment method. We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Personalised or custom-made products

The statutory 14-day right of withdrawal may not apply to goods made to your individual specifications or clearly personalised for you. This exception is used only where the product is genuinely customised for the individual customer. A standard Noctraaa design that is simply produced after an order is placed is not treated by us as personalised solely because it is made to order.

Faulty, damaged or incorrect items

If an item is faulty, damaged on arrival, not as described, or you receive the wrong item, please contact us as soon as possible with your order number and, where helpful, photos of the issue. Your statutory rights relating to defective or non-conforming goods are separate from the 14-day right of withdrawal.

Where a return is required because the item is faulty, damaged, incorrect or otherwise non-conforming, we will cover or reimburse reasonable necessary return costs where required by law. Depending on the circumstances and your legal rights, the remedy may be repair, replacement, price reduction or refund.

Order cancellations

Production may begin shortly after an order is placed. If you want to cancel an order before it ships, contact us immediately. We will try to stop production where possible. This does not remove or reduce any statutory right of withdrawal or other mandatory consumer right that applies to your purchase.