Refund Policy | Noctilupus

Refund Policy

At Noctilupus, every order is handled with care. If you would like to return an item, please contact us before sending anything back. Returns must be reviewed and approved by our team first, so we can guide you through the correct process.

Return Requests

You may request a return within 14 days of receiving your order. To start a return, please contact us at returns@noctilupus.com with your order number, the item you would like to return, and the reason for your request.

Please do not send any item back before your return request has been approved. Once your request is reviewed, we will provide the return instructions and the correct return address.

Return Conditions

Returned items must be unused, unworn, undamaged, and in resellable condition. All original tags, labels, packaging, boxes, dust bags, protective materials, and accessories must be included where applicable.

Items that show signs of wear, use, damage, stains, perfume, removed tags, missing packaging, or any condition that prevents resale may not be accepted or may be subject to a reduced refund where permitted by applicable law.

Items That Cannot Be Returned

Certain items may not be eligible for return, including intimate items, hygiene related products, personalised items, items with removed hygiene seals, and final sale items where permitted by applicable law.

If you are unsure whether your item can be returned, please contact us before starting a return request.

Return Shipping

Customers are responsible for return shipping costs unless the item received is faulty, damaged, or incorrect. We recommend using a tracked and insured shipping service, as Noctilupus is not responsible for items lost or damaged during return transit.

Any customs duties, import taxes, handling fees, or third party charges paid on the original order or return shipment may not be refundable by Noctilupus, unless required by applicable law.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method.

Refunds are usually processed within a few business days after approval. Depending on your bank or payment provider, it may take additional time for the amount to appear in your account.

Where required by applicable consumer law, standard outbound delivery costs will be refunded for eligible cancelled orders. Additional costs for express, upgraded, or special delivery services may not be refundable.

Damaged, Faulty, Or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible at returns@noctilupus.com. Please include your order number, a description of the issue, and clear photos of the item, packaging, and shipping label.

After review, we may offer a replacement, refund, or another suitable solution depending on the situation and product availability.

Exchanges

We do not guarantee exchanges for every item, as availability may change. If you would like a different size, colour, or item, please contact us and we will let you know what options are available.

Late Or Missing Refunds

If your refund has been approved but you have not received it yet, please first check your bank account and contact your card issuer or payment provider. Processing times can vary.

If you have completed these steps and still have not received your refund, please contact us at returns@noctilupus.com.

Your Statutory Rights

This policy does not affect your statutory rights.