Refund policy
Returns, refunds and cancellations
If something isn't right with your order, email support@nocturneshop.co and we'll sort it out. You can also start a request without logging in on our returns and cancellations page, or from your account at account.nocturneshop.co.
30 day return window
You have 30 calendar days from the day your order is delivered to request a refund on an unopened, unused night guard. That's 30 days straight through, weekends and public holidays included, so there's nothing to count up.
If your order arrives in more than one delivery, the 30 days run from the day the last item arrives.
Opened guards can't be returned
A night guard is worn in the mouth. Once the sealed packaging is opened, or the guard has been molded or worn, we can't accept it back, so opened items aren't eligible for a change of mind return. This is standard for oral care products and it protects everyone who orders from us.
This exemption is recognised in law. In the EU and EEA it is Article 16(e) of the Consumer Rights Directive, which excludes sealed goods that aren't suitable for return on health or hygiene grounds once they've been unsealed. In Australia it doesn't affect your consumer guarantees for faulty goods, which are set out at the bottom of this page.
Nothing else we sell is excluded. We don't exclude sale items, and we don't exclude anything for being on promotion.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or isn't what you ordered, email us within 30 days of delivery with your order number and a photo. We'll replace it or refund you in full including postage, and you usually won't need to send anything back. This applies whether the guard is sealed or opened.
Return postage and restocking fees
We don't charge a restocking fee, ever.
Often we won't need the guard sent back at all. Email us first and we'll tell you what we need, which is usually just a photo, and in a lot of cases we'll simply refund you.
Where we do need an item returned, postage is at your cost for change of mind returns and for withdrawals, and we suggest a tracked service because we can only refund items that reach us. For faulty, damaged or incorrect items, return postage is on us.
How to start a return
Use the form on our returns and cancellations page, which needs no account and no login, or email support@nocturneshop.co with your order number and what's wrong. If you have an account you can also start a request at account.nocturneshop.co.
We'll reply with the return address and instructions. Please don't post anything back before contacting us.
Refund timing
Once we receive and check your return, we refund your original payment method within 5 business days. Your bank may take a few days more to show it.
If you are in the EU or EEA and you withdraw from your contract, we refund you within 14 days of being told, using the same payment method you paid with. We may hold the refund until the goods reach us, or until you show us proof that you've sent them back, whichever happens first.
Shipping costs on a refund
Where you withdraw from the whole order, we refund what you paid for standard delivery as well as the price of the goods. If you chose a faster or upgraded delivery service, we refund the standard rate rather than the premium you paid on top of it.
We currently offer free shipping, so in most cases there is no outbound delivery cost to refund.
Cancellations
We don't send your order to our supplier until at least 24 hours after you place it. Cancel it yourself from your order confirmation email within that window, or email support@nocturneshop.co, and we'll refund you in full, no questions asked.
After that, email us anyway. If it hasn't been dispatched we'll still cancel it. Once it's with the carrier we can't stop it, and the returns process above applies instead.
If you're in the EU or EEA: your right of withdrawal
On top of everything above, you have a statutory right to withdraw from your purchase within 14 days, for any reason, without giving one. Our 30 day window is longer than the law requires, and the extra days are ours to give, but the 14 day right is yours by law and nothing here limits it.
The 14 days
The 14 days start the day you, or someone you nominate, physically receives the goods. If your order arrives in several deliveries, they start the day the last item arrives.
Telling us
To withdraw, make a clear statement to that effect before the 14 days are up. Use the form on our returns and cancellations page, which works without an account, or the model form at the bottom of this page, or your own words by email to support@nocturneshop.co. You can also start it from account.nocturneshop.co if you have an account.
We'll confirm we received your withdrawal by email without undue delay, and that email will record the date and time we got it.
Sending the goods back
Send the goods back to us without undue delay and within 14 days of the day you told us you were withdrawing. Sending them within that time is enough; they don't have to arrive within it.
You bear the direct cost of returning the goods. You are responsible for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Getting your money back
We refund all payments received from you, including the standard delivery cost, within 14 days of the day we're told you're withdrawing. We use the same means of payment you used, and you won't be charged any fee for the refund. We may withhold the refund until we've received the goods back, or until you supply evidence of having sent them, whichever comes first.
Where you chose a delivery option more expensive than our standard one, we refund the standard cost, not the upgrade.
What the right doesn't cover
The right of withdrawal doesn't apply to a night guard whose sealed packaging has been opened after delivery, because it can't be returned for hygiene reasons. That's the exemption in Article 16(e) described above, and it's the only exemption we rely on. An unopened, still sealed guard is fully covered.
Model withdrawal form
You don't have to use this form, but you can. Complete it and send it back to us.
To Nocturne Shop, support@nocturneshop.co, PO Box 2075, Inala Heights QLD 4077, Australia:
I hereby give notice that I withdraw from my contract of sale of the following goods:
- Ordered on / received on: __________
- Order number: __________
- Name of consumer: __________
- Address of consumer: __________
- Signature of consumer (only if this form is sent on paper): __________
- Date: __________
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.
Questions
Email support@nocturneshop.co. We answer every one.