nightweeds

RETURNS

RETURNS OVERVIEW

Because many Nightweeds products are personalised or made to order, returns and refunds are accepted only in the limited circumstances described in this policy.

CLAIM WINDOW

You must contact us within 7 calendar days after the carrier tracking status shows the order as delivered. Claims submitted after this period may not be accepted.

ELIGIBLE CLAIMS

A return, refund, replacement, or other remedy may be considered only for the following verified issues:

  • The item has a serious physical defect or arrived damaged.
  • The finished product contains a significant manufacturing deviation from the confirmed design or customisation details.
  • You received the wrong item, or the size label does not match the item ordered.
  • The parcel is officially confirmed as lost in transit under the conditions stated in our Shipping Policy.

EVIDENCE REQUIRED

Email us with your order number, the email address used at checkout, a clear description of the issue, and supporting evidence. Evidence must include a continuous unedited unboxing video or clear high-resolution photographs showing the parcel, product, affected area, and attached product labels.

We may request additional photographs, video, packaging information, or carrier documentation before making a decision.

ORIGINAL CONDITION

Returned items must remain unworn, unwashed, unaltered, and in their original condition with all labels and tags attached. Items that have been worn, washed, modified, damaged after delivery, or had their labels removed will not qualify for a refund or replacement.

NON-RETURNABLE AND NON-REFUNDABLE ORDERS

The following situations are not eligible for a return or refund unless required by applicable consumer law:

  • The customer selected the wrong size.
  • The customer submitted incorrect spelling, numbers, names, colours, or other customisation information.
  • The customer changed their mind or no longer wants the item.
  • The customer requests cancellation more than 24 hours after placing the order.
  • The product has been worn, washed, altered, damaged after delivery, or had its labels removed.

ORDER CANCELLATIONS

To request cancellation, contact us within 24 hours of placing the order. After this period, personalised or made-to-order products may already have entered cutting, printing, customisation, or production and may no longer be cancelled or refunded.

RETURN AUTHORISATION

Do not send any item back before receiving written return authorisation from Nightweeds. The approved return address and return instructions will be provided by email after your claim has been reviewed.

Unauthorised returns, parcels sent to an unapproved address, or cash-on-delivery returns may be refused.

RETURN SHIPPING COSTS

Customers are responsible for return shipping costs when the return is not caused by an error attributable to Nightweeds. If the verified issue is a wrong item, shipping damage, manufacturing defect, or another confirmed Nightweeds error, Nightweeds will cover the reasonable approved return or replacement shipping cost.

Original shipping charges and customer-paid return shipping charges are otherwise non-refundable.

REFUNDS

Approved refunds are issued to the original payment method after the returned item has been received and inspected. Nightweeds normally processes an approved refund within 5-10 business days after inspection.

Your bank, card issuer, or payment provider may require additional time to display the refund. Nightweeds does not control external payment processing times.

EXCHANGES AND REPLACEMENTS

For a verified defect, manufacturing error, or wrong item, Nightweeds may offer a replacement instead of a refund. In other approved cases, the original item must be returned and refunded before a new order is placed.

Direct size exchanges are not available when the customer selected the wrong size.

LOST IN TRANSIT

A parcel may be treated as lost in transit only when there has been no new tracking update for 30 consecutive days after the most recent carrier scan and the carrier investigation officially confirms that the parcel is lost or cannot be recovered.

After these conditions are confirmed, the customer may choose either a full refund or one free replacement of the affected item.

PACKAGES MARKED AS DELIVERED

When carrier tracking shows that a parcel was delivered to the shipping address provided at checkout, customers should first check the delivery location, household members, neighbours, building management, and the local carrier office.

Nightweeds does not normally provide a refund, store credit, or free replacement for theft after confirmed delivery, collection by another household member or neighbour, or delivery-location disputes where the carrier confirms delivery to the supplied address. This does not limit any rights or remedies that cannot be excluded under applicable consumer law.

CONTACT

To submit a claim, email [email protected] and include your order number, checkout email address, description of the issue, and all required evidence.

CONSUMER RIGHTS

Nothing in this policy limits any rights or remedies that cannot be excluded or restricted under applicable consumer law.