Terms of service
Returns & Refunds Policy
We take pride in the quality of our products and the care with which they are delivered.
This policy outlines when returns, refunds, or replacements may be considered.
Change of Mind (Consumer Returns)
If you are based in the UK or EU, you have the right to return your order within 14 days of delivery under applicable consumer law.
To be eligible:
- Items must remain fully sealed, with shrink wrap intact and all seals unbroken
- Items must be unused and in original condition, including all internal components
- You must notify us within 14 days of receiving your order
Items that have been removed from their shrink wrap or had seals broken are considered used and are not eligible for return.
Return shipping costs remain the responsibility of the customer.
We reserve the right to refuse any return that does not meet these conditions.
Opened or Used Products
We do not accept returns for products that have been opened, unsealed, or used, unless they are confirmed to be faulty.
Board games are considered opened once shrink wrap is removed or seals are broken, regardless of whether gameplay has occurred.
Damaged or Faulty Items
If your item arrives with missing components or a significant manufacturing fault, please contact us within 7 days of delivery.
You must provide:
- A clear description of the issue
- Photographic evidence where applicable
Where an issue is verified, we will arrange appropriate resolution, which may include replacement components or a replacement product.
Cosmetic Condition & Outer Packaging
Our products are packaged to protect the contents, not to serve as display-grade shipping containers.
The following are not considered faults and are not eligible for refund or replacement:
- Minor scuffs, marks, or imperfections on the outer box
- Slight corner compression or superficial dents to the external packaging
- Variations in print finish, colour tone, or minor alignment differences that do not affect gameplay or usability
These are considered part of normal production and transit variance and do not impact the function or experience of the game.
Non-Returnable Items
We do not accept returns for:
- Opened or unsealed products (unless faulty)
- Items damaged due to handling after delivery
- Returns sent without prior approval
Refunds
Where a return is approved:
- Refunds will be issued to the original payment method
- Original shipping costs are non-refundable
- Return shipping costs are not reimbursed
We reserve the right to deduct any loss in value resulting from handling beyond what is necessary to inspect the product.
International Customers & Consumer Rights
Our policies are based on UK consumer law.
If you are purchasing from outside the UK, your order may be subject to the mandatory consumer protection laws of your country of residence. Where such laws apply, your statutory rights remain unaffected.
Outside of these legal requirements, we do not offer additional return or refund rights beyond those outlined in this policy.
Contact
All return requests must be submitted via:
info@noctilux.co.uk