RETURN AND REFUND POLICY

Effective date

21 July 2026

Overview

This Return and Refund Policy applies to purchases made through the Nox Well online store at noxwellco.com (the “Store”). It forms part of the agreement between you and Nox Well. Nothing in this Policy limits any non-waivable rights you may have under applicable consumer law.

1. Return window

You may request a return within 30 calendar days after the date your order is delivered. If you are a consumer in the European Union, European Economic Area, or another jurisdiction that provides a mandatory cooling-off right, you may also have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason. Where mandatory law gives you more favorable rights, those rights prevail.

2. Return eligibility

To qualify for a discretionary return after any mandatory statutory withdrawal period, the product must be returned in substantially the same condition in which it was received, with all accessories, charging components, manuals, gifts, and original packaging. The product may be reasonably inspected, but must not show damage, excessive wear, misuse, contamination, alteration, or missing parts. We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product, where permitted by law.

3. Items that cannot be returned

Except where applicable law requires otherwise, we do not accept returns of gift cards, downloadable or digital products after supply has begun with the customer’s consent, personalized goods, final-sale items clearly marked before purchase, or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. A product is not automatically excluded merely because its packaging was opened where mandatory consumer law provides otherwise.

4. How to request a return

Before sending anything back, email hello@noxwellco.com with your full name, order number, delivery address, the item you wish to return, and the reason for the request. If the product is damaged, defective, incorrect, or incomplete, include clear photographs or video of the product, packaging, shipping label, and alleged issue. If the return is accepted, we will provide return instructions and the applicable return address. Products sent without contacting us first, sent to the address shown on the original parcel without authorization, or sent cash on delivery may be refused where permitted by law.

5. Return shipping and tracking

Unless the product is confirmed to be defective, damaged on arrival, incorrect, or otherwise non-conforming, the customer is responsible for all return shipping costs, customs charges, duties, taxes, insurance, and carrier fees. Original or expedited shipping charges are not refundable except where mandatory law requires reimbursement. Every return must be sent using a trackable shipping service, and the customer must email the valid tracking number to hello@noxwellco.com promptly after dispatch. The customer bears the risk of loss or damage in return transit until the parcel reaches the designated return address, except where mandatory law provides otherwise. We strongly recommend adequate shipping insurance.

6. Refund timing and method

We issue a refund only after the returned product has arrived at the designated return address and has been inspected, except where mandatory law requires us to refund earlier upon receipt of valid evidence that the goods were sent back. We will notify you whether the refund is approved, reduced, or rejected and explain any material deduction. Approved refunds are made to the original payment method. We do not refund to a different card, bank account, or person. Processing by Nox Well may take up to 10 business days after approval, and your bank or payment provider may require additional time to post the credit.

7. Statutory withdrawal refunds

For an eligible statutory withdrawal, we will reimburse payments required by applicable law, which may include the purchase price and the cost of the least expensive standard delivery method offered for the order. Additional costs arising from an upgraded or express delivery method selected by the customer are not reimbursed unless required by law. The customer remains responsible for direct return costs when this was disclosed before purchase and the law permits it.

8. Damaged, defective, incorrect, or missing items

Inspect your order promptly after delivery. Contact hello@noxwellco.com as soon as reasonably possible, preferably within 48 hours, if the parcel or product is damaged, defective, incorrect, or incomplete. A failure to report within 48 hours does not remove any mandatory legal guarantee, but prompt notice helps us investigate with the carrier. Keep all packaging until the claim is resolved. Depending on the circumstances and applicable law, we may repair or replace the item, provide missing components, issue a partial refund, or provide a full refund. Where we confirm that the goods are non-conforming, we will cover reasonable return costs as required by law.

9. Exchanges

We do not guarantee direct exchanges. The fastest method is normally to return the eligible product and place a new order after the return is approved. If we agree to an exchange, availability is not guaranteed and any price difference and permitted shipping charges may apply.

10. Refused, unclaimed, and undeliverable parcels

If a parcel is refused, not collected, or returned because the customer supplied an incomplete or incorrect address, we may deduct actual return-to-sender charges, customs fees, and any non-refundable carrier costs from the refund where permitted by law. If the error was ours, no such deduction will apply.

11. Cancellations and address changes

Orders enter processing quickly. Send cancellation or address-change requests immediately to hello@noxwellco.com. We cannot guarantee that a request can be completed after an order has been submitted. If the order has already shipped, the normal return process applies. An address change is not effective until confirmed by us in writing.

12. Promotions, bundles, and gifts

A bundle must normally be returned as a complete bundle. If a promotional gift is not returned, we may deduct its stated retail value from the refund where permitted by law and where that condition was disclosed. Refunds for discounted orders reflect the amount actually paid and any discount allocation shown at checkout.

13. Chargebacks

Please contact hello@noxwellco.com before initiating a payment dispute so we can attempt to resolve the issue. This does not restrict any right to dispute an unauthorized or incorrectly processed payment. We may provide order, communication, tracking, and delivery records to the payment provider when responding to a dispute.

14. Contact

Return and refund questions must be sent to hello@noxwellco.com. Do not return a product until you receive the correct return instructions.