Refund policy
Return & Cancellation Policy
Last Updated: March 16, 2026
Overview
At NooirSound, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we're here to help.
Please read this policy carefully before making a purchase. By placing an order on www.nooirsound.com, you agree to the terms of this Return & Cancellation Policy.
Return Eligibility
You may return most items within 30 days of the delivery date, provided that:
- The item is unused, unworn, and in its original condition
- The item is in its original packaging with all tags and accessories included
- You have proof of purchase (order confirmation or receipt)
Items that are not eligible for return:
- Items marked as final sale or non-returnable at the time of purchase
- Items that have been used, damaged, or altered after delivery
- Items returned after the 30-day return window
How to Start a Return
To initiate a return, please contact us within 30 days of receiving your order:
📧 Email: support@nooirsound.com
Please include the following in your message:
- Your order number
- The item(s) you wish to return
- The reason for your return
We will respond within 2 business days with return instructions and, where applicable, a return shipping label.
Return Shipping
- Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.
- We strongly recommend using a trackable shipping method. NooirSound is not responsible for returned packages that are lost or damaged in transit.
- Do not send your return to the manufacturer. All returns must be sent to the address provided in our return instructions.
Important Notice – International Shipping from China
Please note that NooirSound ships all orders from China. As a result:
- Return shipping costs may be significant. We recommend contacting us before initiating a return so we can find the best solution for you, which may include a partial refund, replacement, or store credit without requiring you to return the item.
- Customs and import duties paid at the time of delivery are non-refundable.
- Transit times for returns may be longer than standard domestic returns.
Refunds
Once we receive and inspect your returned item, we will notify you by email. If your return is approved:
- Refunds will be issued to your original payment method within 5–10 business days
- Original shipping costs are non-refundable, unless the return is due to our error (e.g., wrong or defective item)
- If you paid any customs or import duties, these are non-refundable
If your refund has not appeared after 10 business days, please first check with your bank or payment provider, then contact us at support@nooirsound.com.
Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return your original order for a refund and place a new order.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at support@nooirsound.com with:
- Your order number
- A description of the issue
- Photos of the item and packaging
We will arrange a replacement or full refund at no additional cost to you, including return shipping if required.
Order Cancellations
- Orders may be cancelled within 24 hours of placement for a full refund.
- After 24 hours, your order may already be processed and shipped from our warehouse. In that case, our standard return policy applies.
- To cancel an order, contact us immediately at support@nooirsound.com with your order number.
EU Customers – Right of Withdrawal
If you are located in the European Union, you retain your statutory right to withdraw from this contract within 14 days of receiving your goods, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU.
To exercise this right, notify us in writing at support@nooirsound.com before the 14-day period expires. We will reimburse all payments received, including standard delivery costs, within 14 days of receiving your withdrawal notice, using the same payment method as your original transaction.
Sample Withdrawal Form (EU):
To: NooirSound, support@nooirsound.com I hereby withdraw from the contract for the purchase of the following goods: — Ordered on: — Received on: — Name: — Address: — Date:
Contact
For any questions about returns, refunds, or cancellations, please contact us:
📧 Email: support@nooirsound.com 🕓 Support Hours: Mon–Fri, 10:00 AM – 6:00 PM (CET) 📍 NooirSound, Adalbert-Stifter-Ring 1, 69493 Hirschberg, Germany
Key US adaptations made:
- 30-day return window — US e-commerce standard (vs. EU's 14-day minimum)
- China shipping notice — legally important for US customers; avoids chargebacks and disputes
- Damaged/defective items section — required for FTC compliance and chargeback protection
- 24-hour cancellation window — protects you operationally given China shipping times
- Customs/duties non-refundable clause — protects you from import cost disputes
- EU withdrawal right kept at the bottom — still legally required for German/EU law compliance
⚠️ Recommendation: Consider offering store credit or partial refund without return for low-value items shipping from China — saves you and the customer money and reduces chargeback risk significantly.