Refund policy

Returns & Refunds Policy

Last updated: September 2026

We want you to be happy with your purchase. If you have any issues with your order, please contact us and we will do our best to resolve the matter quickly.

This Returns & Refunds Policy applies to purchases made through our online store and is intended for customers in Australia.

1. Change of Mind Returns

If you simply change your mind about a purchase, we may accept a return provided that:

  • you contact us within 30 days of receiving your order;

  • the item is unused and in its original condition;

  • the item is returned in its original packaging where reasonably possible;

  • the item has not been damaged, washed, worn or altered; and

  • the item is not excluded from our change-of-mind return policy.

Unless otherwise agreed, customers are responsible for the cost of returning an item due to a change of mind.

Once we receive and inspect the returned item, we will notify you whether the return has been approved.

Approved change-of-mind refunds will generally be issued to the original payment method.

2. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, does not match its description, or is not of acceptable quality, please contact us as soon as possible.

Under the Australian Consumer Law (ACL), Australian consumers have certain consumer guarantees that cannot be excluded, restricted or modified by this policy.

Depending on the circumstances and your rights under the ACL, you may be entitled to a repair, replacement or refund.

If you receive an incorrect, faulty or damaged item, please contact us before returning it. We may ask you to provide photographs or other information to help us assess the issue.

Where a return is required because of a problem covered by the ACL, we will cover reasonable return shipping costs.

3. Items Damaged During Delivery

If your order arrives damaged, please contact us as soon as possible and provide photographs of:

  • the damaged product;

  • the packaging; and

  • the shipping label.

We will assess the issue and, where appropriate, arrange a replacement or refund in accordance with the Australian Consumer Law.

4. How to Request a Return

To request a return, please contact our customer service team at:

Email: hello@noctura-shop.com

Please include:

  • your order number;

  • the name of the item you wish to return;

  • the reason for the return; and

  • photographs where relevant.

Do not send an item back without first contacting us, as we may be unable to process an unauthorised return.

5. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

If your refund is approved, the refund will normally be processed to the original payment method.

The time it takes for the funds to appear in your account may depend on your bank or payment provider.

6. Return Shipping

For change-of-mind returns, the customer is generally responsible for the cost of return shipping.

Where the return relates to a faulty, damaged, incorrectly supplied or otherwise non-conforming product covered by the Australian Consumer Law, we will cover reasonable return shipping costs where required by law.

7. Exchanges

Where available, we may offer an exchange for another item.

If an exchange is not available, we may instead provide a replacement or refund where required under the Australian Consumer Law.

8. Non-Returnable Items

Certain products may not be eligible for change-of-mind returns due to their nature, including items that:

  • are personalised or made specifically for you;

  • are sealed products that cannot be returned for health or hygiene reasons once opened;

  • have been used, damaged or altered after delivery; or

  • are otherwise excluded from change-of-mind returns as clearly stated on the product page.

These exclusions do not limit or remove your rights under the Australian Consumer Law.

9. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major failure, you may generally be entitled to a replacement or refund and compensation for reasonably foreseeable loss or damage.

If the failure is not major, you may generally be entitled to have the product repaired or replaced within a reasonable time. If the problem cannot be repaired within a reasonable time, you may be entitled to a refund or replacement.

Your rights under the Australian Consumer Law apply regardless of any additional return policy offered by us.

10. Contact Us

If you have any questions about returns or refunds, please contact us:

Business name: Damian Malec Marketing
Email: hello@noctura-shop.com
Website: noctura-shop.com