Refund policy
Nyx & Novem handle returns on a case-by-case basis, always prioritizing customer satisfaction. We stand behind the quality of our products and services and want you to be happy with your purchase. Our goal is to treat every customer with fairness and care, believing that mutual respect creates the best experience for everyone. Refunds are issued to the original payment method used for the purchase, and we’ll always do our best to find a solution that feels fair and reasonable.
How To Return:
When requesting for return, please contact our team at hey@nyxandnovem.com provide the following information:
- Order Number
- SKU / Item Name
- Reason of Return
Our friendly team, will assist you with your returns.
Important Note:
Returns sent to any address other than the one provided through our return portal will not be accepted.
Returns Timeframe
We stand behind the quality of our products and are confident you will love the feel of your new sleeping accessories. If you are unhappy, we gladly accept returns for returnable items purchased on our site within 30 days of purchase and 60 days for our first-time customers (Sleep Mask and Pillow Case purchased). All returns are subject to a certain return fee which you have the option to pay during the return process. In a case that this option doesn’t show, a voucher will be provided to you and the return cost will be deducted from your refund amount. Please allow 5-7 business days for your refund to be processed once your return has been received.
Returns Conditions
To be eligible for a return, items must be unworn, unused, unwashed and sealed in their original packaging. Any signs of use, wear, or damage may result in the return being declined.
Return Cost
The return fee will be waived for all returns related to damaged or defective (affects the function of the product), incomplete, or incorrect color or size items. To ensure your return is processed smoothly, please contact our team within 7 days of receiving your order.
Refunds for Returns
Refunds will be issued for the cost of the product(s) only. Shipping costs, including express or international shipping fees, are non-refundable.
Exchange
Nyx & Novem offers a unique exchange process to ensure you receive your new item as quickly as possible. Once your return shows progress in tracking, we will issue a gift card for the value of the returned item. If a discount was applied at checkout, the gift card value will reflect the amount after the discount. The shipping cost for the exchange item will be covered and included in the gift card. If the exchange item is of higher value, customer will be responsible for covering the difference. If the new item is of lesser value, we will refund the difference.
Bundle Orders
Returns for bundled items must generally include all products within the bundle. Individual products may not be returned separately.
on-Returnable Items
Please note that items purchased using a discount code and automatic discount applied are classified as Final Sale merchandise. As such, they are not eligible for returns, exchanges, or refunds. These items are sold as-is and cannot be processed for any form of return once the purchase is complete. We encourage customers to carefully review their selections before completing their orders, as we are unable to accommodate returns on discounted items.
