RETURNS & EXCHANGES
Your satisfaction is our priority. If you receive an incorrect item or believe your product has a manufacturing fault, please contact us via the Contact Us page or email hello@nocturna.com.au. We will happily assess your request and arrange a replacement or refund where appropriate.
The following are not considered product faults and are therefore not eligible for refund or exchange:
CANDLES: Natural characteristics of our candles made from additive-free natural waxes, including slight discolouration, frosting, mottling or surface sweating. We intentionally avoid additives that minimise these cosmetic characteristics in favour of a more natural product.
Our candle fragrances are intentionally subtle and designed for smaller spaces.
BULBS: Our neon symbol bulbs are decorative night lights intended for ornamental use only and are not designed for general lighting purposes.
Minor blackening of the neon element over time, which is a normal characteristic of handmade neon bulbs.
Minor variations between handmade bulbs.
Voltage Compatibility
Please ensure you purchase the correct voltage bulb for your country before placing your order.
Our decorative bulbs (excluding the North American Cross Bulb) are manufactured for 220–240V electrical systems used in Australia, Europe, the United Kingdom and many other regions.
If these bulbs are used in 110–130V countries, including the USA and Canada, they may appear significantly dimmer than intended or may not illuminate correctly due to the lower supply voltage.
At present, the Cross Bulb is the only Nocturna bulb available in a dedicated 110–130V North American version.
Purchasing an incorrect voltage bulb is not considered a product fault. Refunds, exchanges or returns will not be accepted where a bulb has been purchased for use on an incompatible electrical system.
We strongly recommend checking your country's mains voltage and the product specifications before placing your order.
RETURNS PROCESS
If you believe your item is damaged or faulty, please contact Nocturna Customer Care at hello@nocturna.com.au or via the Contact Us page within 7 days of receiving your order.
Please include photographs clearly showing the fault or damage so we can assess your claim.
Where a return is approved:
Products must be returned in their original condition and packaging.
Returned goods must be received within 14 days of purchase unless otherwise agreed.
All returned items will be inspected prior to any replacement, refund or store credit being issued.
Nocturna reserves the right to decline a refund, replacement or exchange where the product is found not to be faulty.
Refunds approved for damaged or faulty products exclude original shipping charges unless otherwise agreed by Nocturna Customer Care.
We do not accept refunds or exchanges for:
Change of mind.
Decorative bulbs that emit less light than expected.
Decorative bulbs purchased for use with an incompatible electrical voltage.
Products that have been used contrary to the instructions provided within the product listing.