RETURNS/EXCHANGES
Your satisfaction is our priority. In case you receive the wrong product or if you believe your product has a fault, please get in touch via the contact form or via email; hello@nocturna.com.au. We would be happy to organise an exchange providing the fault you describe isn't any of the following exclusions;
normal candle characteristics of using natural waxes with no additives such as wax discoloration, sweating/liquid beads on candle surface or mottled/frosted wax surface. We avoid additives that can be used to prevent these minor aesthetic issues but we prefer to keep our candle as natural as possible
our candle scents are subtle in nature and designed for small spaces
our neon symbol bulbs are decorative night lights and for ornamental use rather than general lighting purposes. We do not accept exchanges or refunds for change of mind.
our bulbs are currently designed for Australia/Europe @ 220-240V. If you live outside these regions, the bulb will appear dimmer than usual.
RETURNS PROCESS
If your item is damaged or faulty, please contact Nocturna Customer Service via email on hello@nocturna.com.au or via the Contact Us page. Please provide photo evidence of the damaged or faulty item for replacement or refund consideration within 7 days of receiving your order.
Returned products must be in its original condition and packaging. Returned goods must be received within 14 days from the date of sale with proof of purchase. Goods will be inspected prior to an exchange, credit or refund being processed. Nocturna reserves the right to deny a refund or replacement at their discretion.
For refund approvals for damaged or faulty goods, delivery charges on your order will be excluded unless goods are returned as instructed by Nocturna Customer Service.
We do not accept exchanges or refunds for change of mind.
Please note that currently our light bulbs are manufactured for Australia/Europe voltage @ 220-240V and will appear dimmer if used in the US @ 110V. This disclaimer is within the product description, therefore refund requests will not be approved.
Our lights bulbs are decorative/ornamental and are not designed for general lighting purposes. We do not accept exchange or refund requests relating to the low light output of the bulb.
GST
Pricing has been updated effective 16/07/23 to include GST.
TERMS & CONDITIONS
Nocturna has the right to correct/change prices & information regarding brand, terms and conditions, postage & handling, products & services at their discretion & without notice.
Nocturna reserves the right to cancel orders due to reasons such as; payment authorisation declines, insufficient stock, suspicion of fraudulent or malicious intent or for any other reason deemed appropriate by Nocturna. If the cancelled/declined purchase has been charged to the customer's account or credit card, Nocturna will issue a refund within 5-10 days.
Nocturna reserves the right to refund order if billing & shipping details do not match due to fraud prevention measures.
PRIVACY POLICY
This Privacy Policy governs the manner in which Nocturna Pty Ltd. collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.nocturna.com.au website (“Site”). This Privacy Policy applies to the Site and all products and services offered by Nocturna Pty Ltd.
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, place an order, fill out a form, subscribe to the e-newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number and credit card information.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.
How we use collected information
Nocturna Pty Ltd. collects and uses Users personal information for the following purposes:
To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you.To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out e-newsletters. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
Changes to this Privacy Policy
Nocturna Pty Ltd. has the discretion to update this privacy policy at any time. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site will be deemed your acceptance of the policy.
Contacting us
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
Nocturna Pty Ltd.
http://www.nocturna.com.au
PO BOX 112
New Farm, Queensland, Australia, 4005
hello@nocturna.com.au