Refund policy

Returns and complaints policy

14-day statutory right to withdraw

If you are a consumer, you may withdraw from an online purchase within 14 days of receiving the product, without giving a reason. This right also applies to discounted products, except where a statutory exemption applies.

To exercise your right, send a clear statement to shop@nightfall-society.com before the deadline and include your order number. You may use the withdrawal form provided in our Terms of Service. Send the product back no later than 14 days after notifying us. You are responsible for the direct cost of return unless we have stated otherwise. You may handle the product as needed to establish its nature, characteristics and functioning; you are responsible for any diminished value resulting from handling beyond what is necessary.

We will refund payments received, including the cost of the least expensive standard delivery offered. We will not refund additional costs arising from your choice of a more expensive delivery method. We will issue the refund using the original payment method no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we receive the goods or proof that they have been sent back, whichever occurs first.

Voluntary returns up to 30 days

For full-price products, we offer an additional voluntary return period of up to 30 days from receipt of the order. Products must be unused, with tags attached and in their original packaging. The customer pays the return shipping cost. This voluntary option does not limit statutory consumer rights, including the 14-day right to withdraw.

Complaints

If a product does not conform to the contract, email shop@nightfall-society.com with your order number, a description of the issue and your preferred remedy. Proof of purchase may help us identify the order, but it is not the only acceptable basis for a complaint. We will respond within the statutory period, generally within 14 days. Consumer remedies for lack of conformity are free of charge.

Nothing in this policy limits mandatory consumer protections applicable in the customer’s country of habitual residence.