Refund policy

Return and Refund Policy

We want you to feel confident shopping with Nocturne House. This policy explains when an item may be returned, who is responsible for return shipping, and how refunds are processed.

Nothing in this policy limits any consumer rights that cannot legally be excluded.

14-Day Return Window

You may request a return within 14 calendar days after your order is delivered.

If an order is delivered in multiple shipments, the return period begins when the final item in the order is delivered, where required by applicable law.

To be eligible for a change-of-mind return, the item must be:

unused and unworn;
in its original condition;
returned with any original tags, seals, accessories and packaging; and
accompanied by the receipt, order confirmation or other proof of purchase.

You may inspect an item as reasonably necessary to determine its nature, characteristics and suitability. However, a refund may be reduced where permitted by law if an item has been used, damaged or handled beyond what is reasonably necessary.

Starting a Return

Before sending anything back, email us at:

nocturnehouse.shop@gmail.com

Please include:

your full name;
order number;
the item you want to return;
the reason for the return; and
photographs if the item is damaged, defective or incorrect.

If the return is accepted, we will provide the return address and instructions. Items returned without prior authorization may not be accepted or may experience processing delays.

Do not send a return to a supplier, manufacturer or address shown on the original parcel unless we specifically instruct you to do so.

Return Shipping

For a change-of-mind return, the customer is responsible for return shipping and packaging costs unless applicable law requires otherwise.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where reimbursement is required by applicable law. If expedited shipping was selected, any required reimbursement may be limited to the cost of the least expensive standard delivery option.

We recommend using a trackable shipping service and retaining proof of postage. We are not responsible for a return parcel lost or damaged before it reaches the authorized return address.

If an item is defective, damaged upon arrival or different from what was ordered, Nocturne House will cover reasonable return or replacement shipping costs where required.

Damaged, Defective or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective or incorrect, contact us as soon as reasonably possible at nocturnehouse.shop@gmail.com. Include your order number and clear photographs of:

the item;
the defect or damage;
the packaging; and
the shipping label, when relevant.

We will evaluate the issue and, where appropriate, offer a replacement, refund or another remedy required by applicable law.

Normal variations in color, texture or appearance that are disclosed in the product description or result from screen settings are not necessarily defects.

Do not discard a damaged item or its packaging until we have reviewed your request and provided instructions.

Non-Returnable Items

For health, hygiene and safety reasons, the following items cannot be returned for a change of mind after they have been opened, unsealed, worn, used or tested:

skincare, beauty and personal-care products;
soaps, oils and products applied directly to the body;
sleep masks, pillowcases, earplugs and similar personal-use products;
brushes and other items that come into direct contact with the skin;
products with a broken hygiene or safety seal; and
products that cannot safely be resold for hygiene reasons.

Unopened and unused personal-care products may be eligible for return if they otherwise meet this policy.

We also do not accept change-of-mind returns for:

personalized or custom-made products;
perishable products;
gift cards;
hazardous materials, flammable liquids or gases;
products specifically marked Final Sale before purchase; or
items damaged through misuse, neglect, improper storage or failure to follow product instructions.

These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or where applicable law gives you a non-excludable right to a remedy.

Please contact us before purchasing if you are unsure whether an item can be returned.

Bundles and Sets

A bundle or set should normally be returned as a complete set, including all component products, accessories and packaging.

If only one component is damaged, defective or incorrect, contact us before returning the bundle. Depending on the circumstances, we may replace or refund the affected component instead of requiring the entire bundle to be returned.

A partial refund for an incomplete voluntary return may be calculated using the individual value of the items retained, rather than the discounted bundle price, where permitted by law.

Sale Items

Items purchased at a promotional or discounted price may be returned if they otherwise meet this policy.

An item is non-returnable solely because of its sale status only when it was clearly identified as Final Sale before purchase and excluding the return is permitted by applicable law.

Gift cards cannot be returned or exchanged for cash except where required by law.

Exchanges

We do not currently offer direct exchanges.

The quickest way to receive a different product or variant is to request a return for the eligible original item and place a separate order for the replacement.

Damaged, defective and incorrect items will be handled separately under the relevant section above.

Order Cancellations

We will try to assist, but we cannot guarantee a cancellation or modification after an order has entered processing or fulfillment. If the order has already shipped, the applicable return process must be followed.

Where applicable law gives you a right to cancel before shipment or delivery, that legal right will apply.

European Union and Other Mandatory Withdrawal Rights

If your order is covered by European Union distance-selling rules, you generally have the right to withdraw from the purchase within 14 days after delivery, without providing a reason.

To exercise this right, notify us clearly at nocturnehouse.shop@gmail.com before the withdrawal period expires.

After notifying us, return the eligible products within the timeframe required by applicable law. Unless we agree otherwise or the item is defective, you are responsible for the direct cost of return shipping when you were informed of that responsibility before purchase.

Certain statutory exceptions may apply, including to sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken, and to personalized or perishable products.

When a statutory withdrawal right applies, we will provide any refund required by law, including eligible standard outbound delivery charges. We may withhold the refund until we receive the returned goods or you provide acceptable evidence that they have been sent, where permitted by law.

Customers in other countries may have additional mandatory cancellation, return, repair, replacement or refund rights. Those rights are not restricted by this policy.

Refund Approval and Processing

After receiving and inspecting an eligible return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We aim to initiate the refund within 10 business days after approval, subject to any shorter period required by applicable law.

After we initiate a refund, your bank, card issuer or payment provider may require additional time to post the funds to your account. Shopify notes that bank processing can take up to approximately 10 business days in some cases.

Shipping, customs duties, import taxes and other third-party charges are refundable only where required by applicable law or expressly confirmed by us.

If more than 15 business days have passed since we confirmed that a refund was issued, contact:

nocturnehouse.shop@gmail.com