Refund policy

At Nocturno™, customer satisfaction is important to us. We understand that sometimes a product may not meet your expectations, which is why we offer a 60-Day Return Policy, subject to the conditions outlined below.

Please review this policy carefully before making a purchase.

1. 60-Day Return Policy

Customers may request a return within 60 days of receiving their products purchased directly from our official Nocturno™ website.

A return may be requested under the following circumstances:

The product was received with damaged or contaminated packaging.
The product is defective or otherwise faulty.
The customer received an incorrect item.
The customer has changed their mind and wishes to return the product.

Our 60-Day Return Policy applies exclusively to physical products purchased directly through our official website.

Products purchased from third-party retailers or unauthorized sellers are subject to the return policies of those respective sellers.

All voluntary returns are subject to the eligibility conditions, product inspection requirements, and return procedures described below.

2. Return Eligibility & Product Condition

To qualify for a voluntary return, non-defective products must be returned in their original manufacturer's condition and original, undamaged packaging.

The product must remain in a condition suitable for further use.

Returned items may be inspected for:

Signs of excessive use or deterioration.
Stains, contamination, or unpleasant odors.
Hygienic damage affecting the product's suitability for further use.
Physical damage, tears, or structural deterioration caused by improper handling.
Missing or damaged original packaging.

Used Products & Diminished Value

If a returned product has been used but remains operational, hygienically acceptable, and suitable for resale, we may approve a refund subject to a deduction reflecting any demonstrable diminished value resulting from handling or use beyond what is necessary to inspect the product.

Where a product has sustained hygienic, functional, visible, or other damage rendering it unsuitable for further use, we reserve the right to decline a voluntary change-of-mind return or reduce the refundable amount where permitted by applicable law.

Deductions are determined based on the actual condition of the returned product, not an automatic fixed percentage.

These restrictions do not limit remedies available for defective, incorrectly supplied, or otherwise nonconforming goods under applicable law.

3. Refund Amounts

The refundable amount depends on when the customer notifies us of their intention to return the product.

Returns Requested Within 14 Days of Delivery

If a customer notifies us within 14 days of receiving the product and the return meets the applicable conditions:

The eligible product purchase price will be refunded.
The original standard delivery charge will also be refunded, where applicable.
Additional charges for premium or express delivery beyond the standard delivery cost are non-refundable, except where required by law.
The customer is responsible for arranging and paying return shipping for voluntary change-of-mind returns.

Returns Requested After 14 Days but Within 60 Days

If a customer notifies us after 14 days but no later than 60 days after receiving the product:

The eligible product purchase price will be refunded.
Original shipping and delivery fees are non-refundable.
The customer is responsible for all voluntary return shipping costs.

Shipping Costs

Please note that shipping costs are not refundable, except for the original standard delivery charges included in eligible returns requested within the first 14 days, or where otherwise required by applicable law.

Return shipping costs paid by the customer are not reimbursed for voluntary change-of-mind returns.

Any reduction in the refund resulting from the returned product's condition will be handled in accordance with Section 2.

4. How to Request a Return

To initiate a return, please follow the procedure below.

Step 1 — Contact Customer Support

Contact our customer support team by e-mail within 60 days of receiving your order.

E-mail: contact@getnocturno.com

Please include:

Full name.
E-mail address associated with the order.
Order number.
Brief explanation of the reason for the return.

For defective or damaged items, additional photographs or supporting information may be requested.

Step 2 — Return Authorization (RMA)

Our customer support team will respond within 3 business days.

If your request satisfies the applicable conditions, we will provide a Return Merchandise Authorization (RMA) form and return instructions.

The RMA form must be completed before the item is returned.

Returns sent without completing the required authorization process may not be accepted or processed as voluntary returns.

Please do not send products to our business registration address or any address not specifically provided by our support team.

Step 3 — Prepare and Ship the Product

Once your return has been authorized:

Securely package the product to prevent damage during transportation.
Include the completed RMA form or clearly display the assigned authorization information.
Send the item to the specific return address provided by our customer support team.
Use a trackable shipping service.

The return address will be supplied as part of the authorization process.

Our registered business address is not a designated return-processing facility.

Step 4 — Provide Tracking Information

The customer must provide:

The return shipment tracking number.
The name of the shipping carrier.

Returns without valid tracking information may be refused by our fulfillment or returns-processing facility when receipt and delivery cannot be verified.

We recommend retaining proof of shipment until the return is completed.

5. Return Inspection & Refund Processing

Once we receive the returned product, our team will inspect it to determine whether it satisfies the applicable return conditions.

If the return is approved, we will issue the applicable refund within 14 days of receiving and inspecting the returned product, subject to any shorter period required by law.

Refunds will normally be issued to the original payment method used for the purchase.

After a refund has been processed, it may take approximately 3–5 business days for the funds to appear on the customer's bank statement, depending on the financial institution.

If a returned product does not meet the applicable voluntary return conditions, we may decline the return or adjust the refundable amount to account for diminished value, where permitted by law.

We will communicate the outcome of the return review to the customer.

6. Damaged, Defective or Incorrect Products

If a product arrives damaged, defective, or different from the item ordered, the customer should contact our support team before arranging a return.

Please provide:

The order number.
A description of the issue.
Photographs or videos where reasonably necessary.

Our team will review the circumstances and provide appropriate return or resolution instructions.

Depending on the nature of the issue and applicable legal requirements, a defective or incorrectly supplied product may qualify for a refund, replacement, or other appropriate remedy.

Return-shipping responsibilities for confirmed defective or incorrectly supplied products will be handled according to applicable law and the circumstances of the claim.

Restrictions applicable only to voluntary change-of-mind returns do not override mandatory rights relating to defective or incorrect goods.

7. Refused Deliveries & Unauthorized Returns

Customers should contact Nocturno™ support before refusing delivery or returning a package.

Refusing delivery does not automatically constitute an approved return or cancellation.

Packages refused by the recipient or returned without authorization may be ineligible for a voluntary refund if the package cannot be properly identified, tracked, or processed.

Where permitted by law, reasonable and documented expenses resulting from an unjustified refusal of delivery may be taken into account when determining the refundable amount.

Customers should always request return instructions and obtain the necessary RMA authorization before shipping a product back.

Nothing in this section removes any mandatory cancellation, delivery, or refund rights provided by applicable law.

8. Exchanges & Store Credit

Eligible returns may be resolved through:

A refund to the original payment method.
An exchange for an eligible replacement product.
Store credit for a future purchase, where accepted by the customer.

The availability of exchanges and store credit depends on the circumstances of the return and applicable legal requirements.

Store credit or an exchange will not replace a monetary refund where the customer is legally entitled to receive one.

9. Non-Refundable Items

The following items are not eligible for refunds:

Digital products that have been downloaded
Custom or personalized items
Items damaged by misuse, neglect, or improper care
Gift cards
Hazardous materials and flammables
Items returned after the 60-day return period
Refused deliveries or unauthorized returns

Sale items follow the same 60-day policy unless stated otherwise at the time of purchase.

10. Optional Paid Services

Where optional protection or other additional services are separately offered and purchased, their applicable coverage, benefits, exclusions, and conditions will be disclosed before checkout.

Fees for optional services that have been activated and made available to the customer are non-refundable to the extent permitted by applicable law, except where mandatory cancellation, statutory refund rights, or the applicable service agreement require otherwise.

The return of a physical product does not automatically cancel a separate optional service that has already commenced.

This provision applies only to optional services actually offered and expressly selected by the customer.

11. Product Warranty

2-Year Limited Product Warranty

The optional 2-Year Limited Product Warranty applies only to customers who have purchased this coverage.

This warranty covers eligible manufacturing and structural defects arising within 24 months of product delivery.

What's Covered

The Product Warranty covers:

Manufacturing defects in materials.
Manufacturing defects in workmanship.
Structural failures caused by manufacturing defects under normal intended use.

The product must have been used and maintained in accordance with its intended purpose and applicable care instructions.

What's Not Covered

The Product Warranty does not cover:

Normal wear and tear resulting from regular use.
Gradual softening or changes in foam characteristics consistent with ordinary aging.
Misuse, abuse, or neglect.
Improper cleaning, washing, or maintenance.
Accidental damage.
Stains, contamination, or odors caused by use or improper care.
Damage caused by improper storage, handling, or unauthorized modification.
Cosmetic changes that do not result from a manufacturing defect or materially affect product function.
Personal comfort preferences or dissatisfaction with firmness, sleeping position, or perceived comfort after the applicable return period.

Normal material characteristics and gradual changes that do not constitute manufacturing defects are not covered.

However, structural failures or abnormal deformation resulting from an actual manufacturing defect remain eligible for review under this warranty.

Warranty Remedies

Where a qualifying manufacturing defect is confirmed, Nocturno™ may offer an appropriate resolution, including:

Replacement or exchange.
Refund.
Store credit, where accepted by the customer.

The appropriate resolution will depend on the nature of the defect, product condition, availability, and applicable legal requirements.

These warranty remedies do not limit any mandatory consumer rights.

How to Submit a Warranty Claim

To request warranty assistance, contact:

contact@getnocturno.com

Please provide:

Your order number.
A clear description of the reported defect.
Photographs or videos showing the issue, where reasonably necessary.

Our support team will review the information and provide the appropriate next steps.

Warranty claims are evaluated based on the reported defect and the warranty conditions described above.

12. International Orders & Consumer Rights

Our 60-Day Return Policy applies to eligible orders placed directly through the official Nocturno™ website.

Customers located in jurisdictions providing additional mandatory consumer protection rights retain those rights.

European Union & United Kingdom

Where applicable, customers in the European Union and United Kingdom have statutory cancellation or withdrawal rights for qualifying distance purchases, including the right to notify the seller within 14 days of receiving the goods.

Where such rights apply:

Applicable cancellation and return deadlines will be respected.
Refunds will include standard initial delivery charges where required.
Any additional statutory period for returning goods after cancellation will be honored.
Responsibility for return shipping and any deductions for diminished value will be determined according to applicable law.
Any mandatory exceptions or requirements concerning hygiene-sensitive products will apply only where legally justified.

Statutory consumer rights take precedence over conflicting voluntary return restrictions in this policy.

13. Contact Information

For questions regarding returns, refunds, product defects, or warranty claims, contact:

Brand: Nocturno™

Customer Support: contact@getnocturno.com

Please contact customer support before shipping any return, as the business mailing address is not necessarily the authorized return-processing address.

Nocturno™ — Own the Night