Refund policy

This policy explains how to cancel an order and return items bought on noctalume.com, and what happens when something is wrong with an item. It does not affect your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.

Your right to cancel

You have 14 days to cancel, starting on the day after delivery. You can cancel your order within those 14 days without giving a reason. If your order arrives in more than one parcel, the 14 days start on the day after you receive the last parcel.

You can also cancel before your order arrives. If it has not been dispatched yet, we cancel it and refund you in full within 14 days of you telling us.

How to cancel

Email support@noctalume.com before the 14 days end. Include your order number, the items you are cancelling and a clear statement that you want to cancel. We confirm by email within 1 business day and send you the return instructions.

Sending items back

Send the items back within 14 days after the day you told us you are cancelling. We recommend a tracked postal service. Keep your proof of postage until your refund has arrived.

Who pays for return postage

If you cancel because you changed your mind, including because of the fit or the colour, you pay the cost of sending the items back. We do not charge a restocking fee.

If an item is faulty, damaged, incorrect or not as described, we pay the return postage, and we only ask for the item back if we need to inspect it.

Condition of returned items

You may handle and try on an item as you would in a shop. If an item has been handled more than that, for example worn outside, washed, altered or damaged, we may reduce the refund to reflect the loss in value, as the regulations allow. Please return items with their labels and packaging if you still have them.

Your refund

We refund you within 14 days after the day we receive the items back or, if earlier, within 14 days after the day you give us proof that you have sent them. If you cancel your whole order, the refund also includes the standard delivery charge you paid.

Refunds go to the original payment method, and we do not charge a fee for them. Your bank or card provider may take a few more days to show the credit.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, items must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged, incorrect or not as described, email us with your order number and photos.

Within 30 days of delivery you can reject the item and receive a full refund. After 30 days, or if you prefer, we offer a repair or a replacement. If a repair or replacement is not possible or does not solve the problem, you are entitled to a price reduction or a refund. These rights apply in addition to your right to cancel.

Exchanges

We do not offer direct exchanges. To change a size or colour, cancel and return the item as described above, and place a new order for the item you want.

Contact

Email support@noctalume.com or use our contact page. We reply within 1 business day, Monday to Friday, 09:00 to 17:00 UK time.