Refund policy

Return and Refund Policy

We want every NOCTRA order to arrive in the condition in which it was intended. This Return and Refund Policy explains when an order may be returned, replaced, refunded or cancelled.

Change-of-mind returns

We do not accept returns, exchanges or refunds solely because you changed your mind, selected the wrong fragrance, no longer want the product, or have a personal scent preference.

For hygiene, safety and quality-control reasons, perfume that has been opened, unsealed, sprayed, tested or used cannot be returned unless it is defective, damaged, incorrectly supplied or otherwise does not conform to your order or applicable consumer guarantees.

Individual scent preferences and skin responses can vary. A dislike of a fragrance, or a personal sensitivity that is not caused by a product defect, does not by itself make the product defective. Please review the product information carefully before ordering and discontinue use if irritation occurs.

Damaged, leaking, defective or incorrect items

Please inspect your order as soon as it arrives. If your order is damaged in transit, leaking, defective, incomplete, or different from what you ordered, contact us at support@noctrascent.com within 48 hours of delivery where reasonably possible.

Include:

  • Your name and order number;
  • A clear description of the issue;
  • Clear photographs of the product;
  • Photographs of the outer parcel, inner packaging and shipping label; and
  • Any other information reasonably required to assess the claim.

Please keep the product and all original packaging until we complete our assessment. Do not dispose of, use further, or return the product without our instructions.

The 48-hour notification request helps us investigate courier damage promptly. It does not exclude or reduce any non-excludable right or remedy available under applicable Malaysian consumer law, including a claim relating to a latent defect that could not reasonably have been discovered within that period.

Assessment and remedy

We may ask for additional information or require the affected item to be returned for inspection. Once the claim is verified, we may provide an appropriate remedy, which may include:

  • Replacing the affected item;
  • Supplying the correct or missing item;
  • Repairing the issue where appropriate;
  • Issuing a full or partial refund; or
  • Providing another remedy required by applicable law.

The remedy offered will depend on the nature of the issue, product availability and your rights under applicable law.

Where the return is required because of an error by NOCTRA, transit damage, a defect, or a product that does not conform to the order, NOCTRA will bear the reasonable authorised return-shipping cost.

Return authorisation

Do not send any product back without first contacting us and receiving return instructions. Unauthorised returns may be delayed, refused or returned to the sender where permitted by law.

Approved returns must, where reasonably possible, include:

  • The product;
  • The original bottle, cap, label, box and packaging;
  • Any included items; and
  • Proof of purchase.

The return address will be provided after the return is approved. It may differ from our business address.

Refund processing

Approved refunds will be issued to the original payment method unless another method is required by law or agreed with you.

We aim to process an approved refund within 7 business days after approval or receipt and inspection of the returned item, where a return is required. Your bank, card issuer or payment provider may take additional time to display the refund.

Original shipping charges are refundable only where required by law or where the entire order is refunded because of a NOCTRA error, defect, damage or non-conformity.

Order cancellation and changes

Contact us as soon as possible if you wish to cancel or change an order. We will try to assist, but cancellation or amendment is available only before the order has been processed, packed or dispatched.

Once an order has entered fulfilment or has been dispatched, it cannot ordinarily be cancelled or changed. The change-of-mind rules above will then apply, without limiting any non-excludable statutory rights.

Purchases from other sellers

This policy applies only to purchases made directly through www.noctrascent.com. If you purchased a NOCTRA product through another authorised seller or marketplace, contact that seller and follow its applicable return process.

Consumer rights

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the laws of Malaysia.

Contact

For a return, refund or order issue, contact:

Email: support@noctrascent.com
Telephone: [011-28575714]
Business: DZH TRADE HUB [NS0311099-M]