Refund policy

Last updated: September 26, 2026

This Return, Refund and Cancellation Policy is part of our Terms of Service and Terms of Sale. It applies to every order placed on noxelya.com.

1. Order Cancellation

Once an order is placed, it cannot be canceled or modified. Our fulfillment process begins immediately after checkout to ensure fast shipping.

Please review all order details carefully before completing your purchase, including shade, length, quantity and shipping address.

For assistance, contact us at founder@noxelya.com.

2. Standard Returns (10 days)

We offer a 10-day return window starting from the delivery date shown on the carrier tracking.

To be eligible for a return:

Items must be unused, unworn and unaltered
Items must be in their original packaging
Proof of purchase is required
The return must be authorized by us before it is sent

Returns sent without prior authorization will not be accepted.

3. 30-Day Money Back Guarantee

We offer a 30-day money back guarantee on Noxelya toppers under the following conditions:

Valid for first-time purchases only, once per customer
Subscription orders are not eligible
The request must be made within 30 days of paiement
Photo evidence may be required
The customer is responsible for return shipping
The restocking fee in section 7 applies

Noxelya reserves the right to deny eligibility in cases of abuse, fraud, or excessive return behavior.

4. Hygiene and Product Condition

For hygiene and safety reasons, products that have been opened, used, or show signs of use are generally not eligible for return. Exceptions may apply under the 30-day guarantee or the medical clause below, subject to verification.

Products that have been cut, trimmed, dyed, bleached, chemically treated or damaged by heat are never eligible for return, refund or replacement.

Products must be returned complete, in their original condition and packaging, unless a verified defect is identified.

5. Return Procedure

To initiate a return, email founder@noxelya.com and provide:

Order number
Item details
Reason for return
Full contact information

If approved, return instructions and the appropriate warehouse address will be provided.

Returns without authorization, proof of shipment, or required evidence may be refused.

Only one return, refund, replacement, or compensation claim is allowed per order.

6. Return Shipping and Responsibility

Customers are responsible for all return shipping costs. Original shipping fees are non-refundable.

We recommend a tracked shipping method. Noxelya is not responsible for returned packages until they are delivered and received at our warehouse.

7. Restocking Fee

All approved returns are subject to a 15 percent restocking fee. Refunds are issued for 85 percent of the order subtotal of the returned items, excluding shipping costs.

The restocking fee does not apply to damaged, defective or incorrect items (section 9), or where the law of your country provides otherwise (section 19).

8. Refund Processing

Once the returned item is received and inspected, we will notify you of approval or rejection.

Approved refunds are processed to the original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

9. Damaged, Defective, or Incorrect Items

Claims for damaged, defective, or incorrect items must be reported within 10 days of delivery.

Photo or video evidence is required. Without sufficient proof, claims are reviewed at our discretion.

If approved, a replacement or refund will be issued.

10. Lost or Undelivered Packages

If a package is confirmed as lost by the carrier and not attributable to customer error, we will issue a free replacement.

Customers may be required to confirm non-receipt.

Packages marked as delivered by the carrier are considered successfully delivered. Responsibility transfers to the customer upon delivery.

11. Incorrect Address

Customers are responsible for providing accurate shipping information at checkout.

Orders lost, delayed, or returned due to incorrect or incomplete addresses provided by the customer are not eligible for refunds. If a package is returned due to address issues, a 15 percent restocking fee applies and original shipping fees are non-refundable.

12. Partial Returns, Bundles and Promotions

For orders containing multiple items or bundles, only unused and eligible items may be returned, and refunds are prorated based on the items returned.

If a returned item was part of a promotion (for example "buy 2, get the 3rd free"), the refund is based on the price actually paid, and the free item must be returned with it or its value is deducted from the refund.

Promotional offers and free gifts are limited to one free item per order. If multiple free items are added due to a system error, only one will be honored.

13. Medical or Allergy Considerations

If a customer is unable to use the product due to a documented medical condition or allergy, they may be eligible for a refund under specific conditions.

Medical documentation and supporting evidence may be required. Each case is reviewed individually.

Minor irritation without documentation may qualify for a partial refund at our discretion.

14. Product Use and Results Disclaimer

Results may vary from person to person. Noxelya does not guarantee specific results, outcomes, or benefits.

Products must be used strictly in accordance with the provided instructions. Improper use, misuse, or use contrary to recommendations voids eligibility for refunds, replacements, or guarantees.

15. Shipping Protection

Shipping protection fees are non-refundable once the order has been processed.

Shipping protection applies only to packages lost or damaged during transit. Once marked as delivered, Noxelya is no longer liable for loss or theft.

16. Chargebacks and Disputes

Customers are encouraged to contact us before initiating any dispute so we can resolve the matter amicably.

In the event of a payment dispute or chargeback, Noxelya reserves the right to submit all relevant documentation to the payment provider, including tracking, proof of delivery, communication history, and the customer's electronic acceptance of our policies at checkout.

17. Unauthorized Sellers and Resale

Noxelya products are intended for personal use only and are not authorized for resale.

Products purchased through unauthorized sellers or third-party marketplaces are not eligible for refunds, replacements, or guarantees.

18. Force Majeure

Noxelya shall not be held liable for delays or failures caused by events beyond our reasonable control, including carrier disruptions, customs delays, natural disasters, labor disputes, supply chain issues, or governmental actions.

19. Customers in the European Union and the United Kingdom

If you are a consumer residing in the European Union or the United Kingdom, you have a legal right to withdraw from your purchase within 14 days of delivery, without giving any reason.

To exercise this right, send us a clear statement of your decision by email to founder@noxelya.com before the 14-day period ends.
You must send the goods back within 14 days of your statement. Return shipping costs are paid by you.
We refund the price paid, including standard delivery costs, within 14 days of receiving your statement, using the original payment method. We may withhold the refund until we have received the goods or proof that you have sent them back.
You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

These statutory rights apply in addition to this policy. Where they are more favorable to you, they prevail over any other provision of this policy, including the 10-day window and the restocking fee.

20. Policy Acceptance and Language

By completing checkout, customers confirm that they have read, understood, and agreed to this Return, Refund, and Cancellation Policy.

In the event of any inconsistency or interpretation issue, the English version of this policy shall prevail.

21. Policy Updates

Noxelya reserves the right to update or amend this policy at any time. Changes take effect upon publication on our website. The version in force on the date of your order applies to that order.