Refund policy

30-Day Returns & Refund Policy

We want you to feel confident ordering from NoxVeli. In addition to your statutory rights, you may request a change-of-mind return within 30 calendar days after your order is delivered.

Change-of-Mind Returns

To request a return, email info@noxveli.com within 30 calendar days of delivery and include your order number. We will provide the correct return instructions and return address.

Please take reasonable care of the product while it is in your possession. You may inspect it as you would in a shop. If handling or use goes beyond what is reasonably necessary to establish the product's nature, characteristics and operation, we may make a lawful deduction for any reduction in value. This does not affect your rights where an item is faulty, damaged, incorrect or not as described.

Once you tell us that you are returning an item, please send it back without undue delay and no later than 14 days after notifying us, unless we agree otherwise in writing.

Return Costs

Change of mind: you are responsible for the direct cost of returning the item. We recommend using a tracked service and keeping proof of postage.
Faulty, damaged, incorrect or not as described: NoxVeli will cover reasonable return costs or provide an appropriate return method after reviewing the issue.

Faulty, Damaged, Incorrect or Missing Items

Please contact us as soon as reasonably possible at info@noxveli.com with your order number and, where helpful, clear photographs or video showing the issue. A short delay in reporting a problem does not remove your statutory rights.

Under the Consumer Rights Act 2015, qualifying faulty goods may carry a 30-day short-term right to reject. Rights to a repair, replacement, price reduction or refund may continue beyond that period. Nothing in this policy limits those statutory rights.

Refunds

Eligible refunds are made to the original payment method. For a valid cancellation, we will refund the product price and the basic outbound delivery charge, if one was paid. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever happens first.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or acceptable evidence of return. Your bank or payment provider may take additional time to display the funds.

Cancelling Before Dispatch

If you want to cancel before dispatch, email us immediately. If the order has already been dispatched, you can still use the return rights described above.

Exceptions

Statutory exceptions may apply to certain personalised or made-to-order goods and to sealed goods that are not suitable for return for health or hygiene reasons once unsealed. We will identify any relevant exception before purchase. These exceptions do not remove your rights if goods are faulty, damaged, incorrect or not as described.