Refund policy

Refunds & Returns Policy – Noctra

At Noctra, we want you to feel confident in your purchase. Due to the personal and hygienic nature of our products, specific return conditions apply.

📦 Returns

We accept return requests within 30 days of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in its original sealed packaging including the cardboard packaging.

  • Hygiene seals (if applicable) must be intact and not removed

  • The item must be in resellable condition

To start a return, please contact us at noctra.support.uk@gmail.com with your order number.

⚠️ Important – Hygiene Notice

As Noctra products are personal-use oral devices, we cannot accept returns if:

  • The product has been opened, tried, fitted, or used

  • The hygiene seal or packaging has been broken or tampered with

This is to ensure the health and safety of all our customers.

💸 Return Shipping

  • Customers are responsible for return shipping costs

  • We strongly recommend using a tracked shipping service

  • We are not responsible for items lost in transit

🔄 Refunds

Once your return is received and inspected:

  • We will notify you of approval or rejection

  • If approved, refunds are processed within 5–10 business days to your original payment method

📉 Deductions

We reserve the right to reduce the refund amount if:

  • The item shows signs of handling beyond what is necessary to inspect it

  • The packaging is damaged or not in resellable condition

❌ Non-Returnable Items

We do not accept returns for:

  • Opened or used oral devices

  • Items without original packaging

  • Items returned after the 30-day return window

  • Sale items or gift cards

❌ Order Cancellations

  • Orders can be cancelled within 12 hours of purchase

  • After this time, orders may already be processed and cannot be cancelled

⚖️ Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

However, this right does not apply to:

  • Sealed goods which are not suitable for return for health protection or hygiene reasons, if they become unsealed after delivery

📦 Damaged or Incorrect Items

If your item arrives damaged or incorrect, contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the issue

We will arrange a replacement or refund at no cost to you.

📬 Lost or Missing Orders

If your order has not arrived within the estimated timeframe, please contact us and we will investigate and resolve the issue.

Due to Noctra's commitment to continuous product improvement, the product received may slightly differ from the images on the website or promotional materials. By purchasing from Noctra online store, customers acknowledge and accept these potential variations.

💬 Contact Us

For any return or refund enquiries, please contact:
📧 noctra.support.uk@gmail.com

Thank you for choosing Noctra.