Refund policy

Refund and return policy

Last updated: 20 October 2026

1. 30-day returns

1. You can return your order for any reason within 30 days of delivery. For consumers in the EU this is longer than the statutory 14-day right of withdrawal; the other rules of withdrawal apply as set by law.
2. To start a return, send a clear statement to hello@noxglow.online (your order number and what you are returning is enough). You may use the model withdrawal form below, but you don't have to. Parcels sent without a return request are not accepted.
3. Send the product back at your own cost within 14 days of your statement, to the address we give you in our reply, with a tracked service — we are not responsible for returns lost on the way to us. Parcels sent cash-on-delivery are not accepted.
4. You may unpack the set, stick a pod and try the remote to see how it works — that is a normal test. Please return the product complete (pods, remote, cable) and well packed. Used adhesive pads do not need to be returned.
5. You are liable for any loss in value caused by handling the product beyond what is needed to establish its nature, characteristics and functioning (for example scratched or broken pods); we may reduce the refund by that amount.
6. We refund the price of the goods and the cost of the cheapest standard delivery (if you paid for delivery) within 14 days of receiving your statement, using the same payment method. We may withhold the refund until we have received and checked the goods or you have supplied proof of having sent them, whichever comes first. Returns after the statutory 14 days are accepted only if the product is complete and undamaged.
7. The “Shipping protection” fee is not refunded once the service has been provided (the parcel was delivered).
8. Bundles and cart offers: when you return part of an order, the refund is based on the price you actually paid for the returned items; a discount, free shipping or free item that depended on the full order is deducted.
9. We may refuse requests that clearly abuse the return policy (for example repeated returns).

2. Faulty products (warranty)

1. We are responsible for any lack of conformity of the goods for 2 years from delivery, in line with the law that applies to you.
2. Report a fault by e-mail to hello@noxglow.online with your order number, a description and photos or a short video. We reply within 14 days.
3. We first replace or repair the faulty part (for example one pod or the remote); if that is not possible, we reduce the price or refund the faulty part. A fault in one part does not entitle you to a refund of the whole set.
4. Not covered: normal wear, the gradual loss of battery capacity over time, adhesive that fails on fabric, leather, soft-touch or dirty surfaces, damage from water, impacts, heat or improper charging, and use contrary to the instructions.

3. Chargebacks and disputes

Please contact us before opening a payment dispute — almost every problem is solved faster by e-mail. If a chargeback is opened without contacting us first, we provide the payment provider with the order, delivery and tracking records. Once a chargeback is opened, the same order is not refunded by us a second time.

EU consumers can contact their national consumer protection body or the European Consumer Centre in their country. We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.

Model withdrawal form

To: NoxGlow, hello@noxglow.online
I hereby give notice that I withdraw from my contract of sale of the following goods: …
Ordered on / received on: …
Name: …
Address: …
Order number: …
Date: …