Refund Policy

Return & Refund Policy

Here's how returns, exchanges, and refunds work at NOZA.

When we issue refunds

NOZA provides full refunds in the following cases:

  • Item sent in error by NOZA — if you receive a different product than the one you ordered, we resolve it immediately.
  • Order not received due to a proven courier error.
  • Right of withdrawal — you have the right to return your order within 14 calendar days of receipt, with no need to justify your decision. In this case:
    • Return shipping costs are the customer's responsibility.
    • Only items in perfect condition, with intact packaging, will be accepted and refunded.

 Refunds are processed via the original payment method, within 5 to 10 business days after receipt and validation of the returned item.

When we do not issue refunds

We do not process refunds in the following situations:

  • The courier was unable to contact the customer for delivery and the order was returned.
  • The packaging has been opened, regardless of the reason.
  • The 14-day right of withdrawal period has expired.
  • Situations where no error occurred on the part of NOZA or the courier.

Product exchanges

We accept product exchanges under the following conditions:

  • The product received is damaged or different from what was ordered.
  • The packaging is intact and the product is in perfect condition.
  • The exchange request is made within 14 days of receipt.

How to request a return or exchange

The process is simple. Just contact us with the following information:

  1. Order number
  2. Photos of the shipping box and product (if damaged)
  3. Description of the reason for the return or exchange
  4. The item(s) to be returned or exchanged

Get in touch through our contact page. We respond within 1-2 business days. This policy complies with Decree-Law No. 24/2014, of 14 February, on contracts concluded at a distance and away from business premises, and with EU consumer protection legislation.