Return Policy

noctinea.com (hereinafter referred to as "this Platform") prioritizes protecting the legitimate rights and interests of users and has established the following clear and enforceable refund policies for refund requests related to online grocery transactions. These terms and conditions cover the applicable conditions, processing procedures, time limits, and special restrictions for different refund scenarios. They apply to all users who have placed orders on this Platform and are recommended to be carefully read before requesting a refund.

No-questions-asked refunds (refunds after 7 days of no-questions-asked returns): For general merchandise, excluding "special grocery categories" (special categories include: customized groceries such as engraved tableware, personal items such as towels/socks, perishable items such as fresh produce, and groceries that cannot be resold after being unpacked, such as bottled detergents/aromatherapy), the product details page will clearly indicate "No 7-day no-questions-asked refunds." Users must submit a refund request within 7 calendar days of receiving the product. The product must be unused, undamaged, and intact with its original packaging and accessories (including tags, instructions, and gifts), and not susceptible to resale. Users must also bear the shipping costs for returning the product. (If the product has quality issues, the platform will cover the return shipping costs, and proof of shipping is required.) Refunds are not available for opened and used products, damaged packaging, missing accessories, or if the product has been returned after the 7-day refund period.

Quality Issue Refunds (refunds due to product quality): These refunds are for product quality issues such as material mismatch (e.g., a "pure cotton towel" is actually made of synthetic fiber), functional malfunctions (e.g., a small kitchen appliance not functioning properly), workmanship defects (e.g., a cracked ceramic bowl or unraveling on fabric items), and specification discrepancies (e.g., a "20cm storage box" is marked "20cm" but the actual dimensions are off by more than 3cm). Users must contact customer service within 15 calendar days of discovering a quality issue and provide photos/videos of the product and order number. After review and confirmation by our quality inspection team (complex issues may require the product to be returned for testing, at the platform's expense), we will provide a full refund or priority reissue at no cost to the user (user's choice). If the product has already been used by the user or is damaged due to improper use, this is not considered a "quality issue" and will be handled as a "no-questions-asked refund" or "repair service."
Order Cancellation Refunds (Refunds for Orders Cancelled Before Shipment): If a user cancels an order after payment but before the product has shipped, or if the order cannot be fulfilled due to platform reasons (such as product out-of-stock or price error), a refund will be processed for the user. For orders canceled by the user and not shipped, the refund will be issued within 1-2 business days. For orders canceled due to platform reasons, the refund will be credited within 24 hours. If a user believes the refund amount is incorrect or the review result is unreasonable, they may submit a dispute request via the customer service email (service@noctinea.com) within three calendar days of receiving the refund notification. Provide the order number, reason for dispute, and relevant supporting documentation. The platform will re-verify the request within three business days and provide a final resolution.
If quality issues require return testing, and the user disagrees with the results, they may request a re-inspection by a third-party reputable institution (the institution to be determined by both parties). The re-inspection fee will be borne by the "responsible party" (if the re-inspection confirms quality issues, the platform will cover the fee; otherwise, the user will cover the fee).
If the parties cannot resolve the refund dispute through negotiation, the user may file a complaint with their local consumer protection agency (e.g., US users may contact the FTC; international users may contact their local consumer protection agency) or pursue litigation. The venue of such litigation shall be the competent court in the location of the platform.