CANCEL POLICY


CANCELLATION OF ORDER FROM THE CUSTOMER

If you change your opinion about what you bought, contact us cs@nocturnal-us.com and include your order number as well as the adjustment you want to make. We will notify you once the change or cancellation has been made.

Your order can only be canceled or amended within 02 hours after being placed. After that, the order is locked for processing and cannot be canceled or changed.
Please keep in mind that purchase implies acceptance of all of the terms listed above.

 

CANCELLATION FROM OUR-END

We keep rights to cancel all order from our-end. In most cases, customers will receive full refund for the order.

In case that the cancellation cause by suspicious of fraudulent orders, we apply the process:

  • Cancel the order with reason for cancellation "Fraudulent order".
  • We refund the amount owed at a later point
  • 7% of total amount of order will be kept by us for covering the fee of transaction and investigation of fraudulent order.
  • In case that you believe your order, which has been cancelled, is not a fraudulent order. You should send the email to cs@nocturnal-us.com to claim back the remaining 7% payment.
  • We apply the 180 days windows for our customer to claim it back.
  • In the claim back process, we need you provide your email, phone number, shipping address and sale order number. You could receive a friendly verifying call from us.
  • We do not ask for SIN number, Driver license number, Credit card number or CVV, and any other high-risk private information over the phone.
How do we define there are fraudulent order?

We follow the suggestion / warning of Shopify. 

Following the suggestion / warning, we check the email and phone number:

  • Email is not common sense 
  • Customer does not provide phone number
  • Purchased an order with unusual products quantity as compared to our previous statistics.