Refund policy
Refund & Return Policy
Because each NOX thermos is manufactured to order, we are only able to accept returns or offer refunds in specific situations.
1. Defective or Damaged Items
If your item arrives damaged or defective, contact us within 14 days of delivery with your order number and a photo of the issue. We will offer a free replacement or a full refund, our choice, at no cost to you.
2. Incorrect Items
If you receive the wrong product or color, contact us within 14 days of delivery and we will correct the error by sending the right item or issuing a refund.
3. Non-Returnable Situations
Because our products are made to order, we are unable to accept returns or offer refunds for:
- Change of mind after an order has entered production
- Color variations that fall within normal manufacturing tolerance
- Orders delayed due to customs, carriers, or incorrect shipping information provided by the customer
4. How to Request a Refund or Replacement
Contact us through our website with your order number, a description of the issue, and photos if applicable. We aim to respond within 2 business days.
5. Refund Processing
Approved refunds are issued to the original payment method within 5-10 business days.