Refund policy

Refund and Returns Policy

We want you to be happy with your NOX order. If something is not right, we are here to help.

30-day returns

You have 30 days from delivery to request an eligible return. Email info@thenox.com.au with your order number before sending anything back.

Changed your mind

Change-of-mind returns are accepted only when the item is unopened, unused, in its original packaging and the hygiene seal is intact. The customer is responsible for tracked return postage. Any paid Express shipping upgrade is not refundable.

Used, opened or unsealed intimate or personal-care items cannot be returned for a change of mind. This hygiene condition does not affect your rights if an item is faulty.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or incorrect, contact us with your order number and a photo of the issue where possible. We will provide a prepaid return label or reimburse reasonable return postage. Replacement shipping is free.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. Depending on the issue, you may be entitled to a repair, replacement or refund. These rights are not limited to 30 days.

How to start a return

Email info@thenox.com.au with your order number and the reason for the return. If approved, we will send return instructions and the return address. Please do not send anything back before contacting us.

Refunds

Once we receive and inspect your return, we will tell you whether the refund is approved. Approved refunds are sent to the original payment method within 10 business days. Your bank may take additional time to post the refund.