Refund policy
Our Guarantee
At Noctivé we stand behind the quality of our product. If you are not completely satisfied with your purchase we are here to make it right.
Returns
We accept returns within 30 days of the delivery date. To be eligible for a return your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Accompanied by proof of purchase
To initiate a return please contact us at support@noctivesleep.com with your order number and reason for return. We will respond within 24 hours with instructions on how to proceed.
Refunds
Once your return is received and inspected we will notify you by email that we have received your item. If your return is approved your refund will be processed automatically to your original payment method within 5–10 business days.
Please note that original shipping costs are non-refundable.
If you have not received your refund after 10 business days please first check with your bank as processing times can vary. If you still have not received it contact us at support@noctivesleep.com and we will resolve it immediately.
Damaged or Defective Items
If your item arrives damaged or defective we sincerely apologise. Please contact us within 7 days of receiving your order with:
- Your order number
- A photo of the damaged or defective item
We will send you a free replacement immediately at no extra cost. You will not be required to return the damaged item.
Wrong Item Received
If you received the wrong item please contact us within 7 days of delivery with your order number and a photo of the item received. We will dispatch the correct item immediately and cover all associated shipping costs.
Lost Packages
If your order is confirmed lost in transit by the carrier we will offer you a choice of a full refund or a free replacement — whichever you prefer. No questions asked.
Non-Returnable Items
The following items cannot be returned or refunded:
- Items returned after 30 days of delivery
- Items that show signs of use or damage caused by the customer
- Items returned without original packaging
Exchanges
We do not offer direct exchanges at this time. If you would like a different colour please return your original item for a refund and place a new order.
Cancellations
Orders can be cancelled free of charge within 24 hours of being placed. After 24 hours your order may already be in processing and we cannot guarantee cancellation. Please contact us as soon as possible at support@noctivesleep.com if you need to cancel.
Contact Us
For any questions about your return or refund please reach out to us:
📧 Email: support@noctivesleep.com ⏰ Response time: Within 24 hours
We are committed to making sure every Noctivé customer has a positive experience. If something isn't right we will always find a way to fix it.