Do we accept returns? Yes. NOKTEN accepts returns within 14 days of you receiving your order. This policy explains who is eligible, how to start a return, who pays for return shipping, and how and when you will be refunded. This policy applies to the entire NOKTEN catalogue.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order and return your items within 14 days starting from the day you (or someone you nominate) receive the goods. You do not need to give a reason to cancel within this period.
To be eligible for a return, items should be:
Unused and in the same condition in which you received them;
In their original packaging, with any accessories, cables, adapters and instructions included;
Returned within the 14-day window described above.
You may inspect and test an item as you would in a shop. If the value of the goods is reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning, we may make a proportionate deduction from your refund, as permitted by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Order changes & cancellations
Order changes or cancellations may be requested by contacting us at contact@nokten.com as soon as possible after placing your order. If you need to correct your delivery address, please contact us within 24 hours of placing your order. We cannot guarantee changes or cancellations once an order has entered processing or has been dispatched. If your order has already been dispatched, please follow the returns process set out in our Refund Policy after delivery.
For hygiene, safety or practical reasons, we may be unable to accept returns of: LED strips or light panels that have been cut to length or permanently fixed in place using their adhesive backing; and items worn in or on the ear, such as gaming earbuds, once their sealed hygiene packaging has been opened — unless the item is faulty. Faulty, damaged, incorrect or undelivered items are always covered, as set out below, regardless of this section and regardless of the general 14-day window.
You can start a return in either of the following two ways. Please include your order number, the item(s) concerned and the reason for the return:
By email: write to contact@nokten.com with the subject "Return – [your order number]".
By telephone: call us on +447488813060 during our customer service hours (Monday to Friday, 10:00 AM to 6:00 PM GMT/BST. Closed on Saturdays, Sundays and public holidays.).
Once we receive your request, we will confirm the return and send you the return instructions.
Return shipping and address
Unless the item is faulty, damaged, incorrect or never arrived, return shipping is at the customer's cost. We recommend using a tracked service, as we cannot be responsible for returns lost in transit. No storage or restocking fee applies.
Please send approved returns to our dedicated returns address:
26 AVENUE GUEUGNON, 93140 BONDY, FRANCE
Please note: this returns address is separate from our registered office (10 RUE DE LA PAIX, 75002 PARIS, FRANCE). Do not send returns to the registered office.
If your order has not arrived within the total estimated delivery time of 5 to 11 business days (Monday to Friday), contact us at contact@nokten.com. We will investigate with UPS and arrange a replacement or a full refund, including any shipping you paid. You will not be left out of pocket.
Your order arrived damaged
If your item arrives damaged, contact us within 48 hours of delivery with your order number and photographs. We will arrange a free replacement or a full refund. You will not be charged for return shipping in this case.
You received the wrong item
If you receive an item different from the one you ordered, contact us and we will arrange for the correct item to be sent and the wrong item collected or returned at our cost. There is no charge to you.
The item is not compatible with my console or device
Console and controller accessories are made for specific models, and the compatible models are listed on each product page. If an item is not compatible with your setup, you may return it within the 14-day window under the conditions set out above. Return shipping is at the customer's cost in this case. Please check the compatibility information on the product page before ordering.
Your item is faulty or develops a fault
Faulty items are covered both by your statutory rights under the Consumer Rights Act 2015 and by our 2-year warranty against manufacturing defects and electrical faults. Contact us and we will arrange a repair, replacement or refund as appropriate, at no cost to you.
How and when you are refunded
Refunds are issued to your original payment method. Once we receive your returned item and inspect it, we will process your refund within 7 to 14 business days. The time it then takes to appear on your statement depends on your bank or payment provider.
Where you are entitled to a refund of the original delivery (for example a faulty, damaged, incorrect or undelivered order), this will be included. As our standard shipping is free, no delivery charge will normally apply.
This Refund Policy is in addition to, and does not affect, your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If you have any questions about this policy, please contact NOKTEN using the details below. We aim to reply to all enquiries within 24 working hours.
Registered business: Silavann-john LIM (SNL.CF) (sole trader)
Email: contact@nokten.com
Customer service hours: Monday to Friday, 10:00 AM to 6:00 PM GMT/BST. Closed on Saturdays, Sundays and public holidays.
Registered office: 10 RUE DE LA PAIX, 75002 PARIS, FRANCE
If we cannot resolve a complaint about a return or refund, you can seek free, independent advice from the Citizens Advice consumer service.
