Refund and Returns Policy

Refund and Returns Policy

This Refund and Returns Policy applies to all purchases made from NOXO (hereinafter referred to as “we”, “us”, or “our”). By placing an order with us, you agree to comply with the terms and conditions outlined below.

1. General Returns Principle

We stand behind the quality of our products. However,returns and refunds will NOT be provided for non-quality related issues. All sales are final unless the product is found to have a manufacturing defect or quality issue that occurs under normal use conditions.

2. Eligible Returns (Quality-Related Issues Only)

A return or refund will only be considered if the product meets one or more of the following criteria, which are deemed quality-related defects:

  • LED lights fail to function properly upon unboxing or within 7 days of receipt (excluding damage caused by improper use).
  • Physical defects in the goggles (e.g., cracked frames, loose components, broken straps) that are present at the time of delivery and not caused by human error.
  • Malfunction of electronic components (e.g., battery issues, charging failure) that are inherent to the product and not a result of misuse, modification, or accidental damage.

3. Non-Eligible Returns (Non-Quality Related Issues)

The following situations are considered non-quality related, and therefore returns, exchanges, or refunds will NOT be accepted:

  • Change of mind, dislike of the product’s appearance, color, or style after receipt.
  • Size mismatch that was not caused by incorrect product labeling (please refer to our size guide before purchasing).
  • Damage caused by improper use, mishandling, dropping, collision, or exposure to extreme conditions (e.g., high temperature, water damage).
  • Damage or wear resulting from modification, disassembly, or repair by a third party not authorized by NOXO.
  • Products that have been used, worn, or have their original packaging (including tags, manuals, and accessories) damaged or missing.
  • Custom-made or personalized products, unless they have a manufacturing defect.

4. Process for Eligible Returns (Quality-Related)

If you believe your product has a quality-related defect, please follow these steps to request a return or refund:

  1. Contact our customer service team within 7 days of receiving the product, providing your order number, detailed description of the defect, and clear photos/videos showing the issue.
  2. Our customer service team will review your request within 3-5 business days. If the defect is confirmed as a quality issue, we will provide you with a return authorization (RA) number and detailed return instructions.
  3. Ship the product back to us in its original packaging, along with all included accessories, and clearly mark the RA number on the outer package. You will be responsible for the return shipping cost unless the defect is proven to be a major manufacturing error.
  4. Once we receive and inspect the returned product (to confirm the defect is quality-related and not caused by misuse), we will process your refund or exchange within 10-15 business days. Refunds will be issued to the original payment method, and processing times may vary depending on your payment provider.

5. Exceptions

No exceptions to this policy will be made for non-quality related issues. We encourage you to carefully review product descriptions, size guides, and photos before making a purchase to ensure the product meets your expectations.

6. Contact Information

For questions or to request a return for a quality-related issue, please contact our customer service team at: service@noxoglow.com.

7. Policy Updates

NOXO reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on our official website, and the updated policy will take effect immediately upon posting.

Last Updated:03.28.2626