Refund policy
Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need your order confirmation or other proof of purchase.
Starting a return
To request a return, contact us at noctraaa1@gmail.com.
Please contact us before sending an item back so that we can provide the correct return instructions.
For standard change-of-mind returns, you are responsible for the cost of return shipping, unless applicable law requires otherwise.
We recommend using a tracked shipping service and keeping proof of shipment.
Items sent back without first contacting us may not be processed until we can identify the order and customer.
Damaged, defective or incorrect items
Please inspect your order when it arrives.
If your item is defective, damaged, not as described, or you receive the wrong item, contact us as soon as possible at noctraaa1@gmail.com.
Please include your order number and, where relevant, photographs showing the issue.
We will assess the issue and provide an appropriate solution in accordance with your applicable consumer rights.
Where return shipping is required because an item is defective, damaged or incorrect, we will cover reasonable return costs where required by law.
Personalised and custom products
Products that are genuinely made to your individual specifications or clearly personalised for you may not be eligible for cancellation or return where applicable law provides an exception.
A standard Noctraaa product is not considered personalised simply because it is manufactured after your order is placed.
Exchanges
We do not currently offer direct exchanges.
If you would like another product or variant, you can return the eligible item and place a new order separately.
European Union right of withdrawal
If you are a consumer in the European Union or European Economic Area, you generally have a statutory 14-day right of withdrawal for online purchases.
You must notify us that you wish to withdraw from the purchase within 14 days after receiving the goods.
Contact us at:
After notifying us, you must return the goods within the period required by applicable law.
For change-of-mind returns, you are responsible for the direct cost of returning the goods unless otherwise required by law.
You may inspect the product as you reasonably would in a physical store. If the product has been handled 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.
Refunds
Once we have received and inspected your return, we will notify you whether the refund has been approved.
If approved, your refund will be issued to your original payment method.
For valid EU withdrawals, the refund will include the amount required by applicable consumer law, including the cost of the least expensive standard delivery method originally offered where applicable.
Additional delivery charges for more expensive shipping options, such as express shipping, are not refundable where permitted by law.
We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.
After a refund has been issued, your bank or payment provider may take additional time to process it.
If more than 15 business days have passed since your refund was approved, contact us at:
Contact
For any questions regarding returns or refunds, contact: