Returns & Refund Policy

NoxVeli does not accept change-of-mind returns. Returns, replacements and refunds are only available where an item arrives damaged, faulty, incorrect, or fails to arrive. Please read this policy in full before placing your order.

When We Will Replace or Refund

We will resend your item or issue a refund in the following situations:

Order issues

Incorrect product received
Incorrect colour received
Incorrect size received
Items missing from your parcel
Item differs from the published size chart by more than 3cm

Quality issues

Parcel broken or damaged on arrival
Product malfunction or manufacturing defect

Logistics issues

No tracking updates for 30 days and the parcel is confirmed lost by the carrier
Parcel delivered to an address inconsistent with the one you provided at checkout

When We Will Not Replace or Refund

We are unable to offer a replacement or refund in the following situations:

Order issues

The size does not fit
The size is too small or too large
The size is inconsistent with the size chart within a reasonable range
Change of mind or general dissatisfaction with the purchase
Requests to change colour or size after the order has been dispatched
Cancellation requested more than 6 hours after the order has been dispatched

Quality issues

Packaging scratched or cut while opening the parcel
Perceived poor quality where the product itself is not damaged
The product matches the listing and product images, but you are dissatisfied with it

Logistics issues

Tracking shows the parcel as delivered but you report not receiving it
Failed delivery caused by an incorrect address, an incorrect phone number, refusal of the delivery, or the courier being unable to reach you

How to Make a Claim

Email info@noxveli.com within 48 hours of delivery with your order number and clear photographs or video evidence showing the damage, fault or error. Where possible, please include footage of the sealed parcel being opened. Claims submitted without sufficient evidence, or submitted after 48 hours, cannot be processed. We will respond within 24-48 hours.

Do not return any item until we have reviewed your claim and issued written return instructions. Items returned without prior authorisation cannot be refunded.

Cancellations

Orders can be cancelled free of charge within 6 hours of being placed, provided the order has not yet been dispatched. Once an order has been dispatched, it can no longer be cancelled.

Refund Method and Timing

Approved refunds are issued to your original payment method. We are unable to refund to a different card or account, or to issue store credit, unless agreed with you in writing. Once your claim is approved, refunds are processed within 5-10 business days. It may take additional time for the funds to appear on your statement depending on your bank or card provider.