Returns & Refunds Policy
Last updated: 30 October 2026
At Noctra, we want you to feel confident in every purchase. Whether you’re selecting your first pair of light-filtering glasses or building your complete Noctra system, we’re committed to providing quality eyewear and a fair, transparent shopping experience.
This policy explains how returns, exchanges, cancellations and refunds work.
1. Change-of-Mind Returns
We understand that sometimes a product may not be quite what you expected.
For eligible purchases made through our website, you may cancel your order without providing a reason within 7 calendar days after receiving your eyewear, in accordance with the Electronic Communications and Transactions Act (ECTA).
To request a return, please contact us within this period.
Customers exercising this statutory cooling-off right may be responsible for the direct cost of returning the product.
We encourage you to return the eyewear in good condition, together with its case, accessories and original packaging where reasonably possible.
Missing original packaging does not automatically remove your statutory rights.
2. Made-to-Order Eyewear
Noctra offers a range of frame designs, colours and lens combinations.
Certain configurations may need to be assembled, manufactured or sourced through our international manufacturing partners.
Standard products sourced specifically for your order remain eligible for applicable statutory returns.
The fact that an item is sourced internationally or is not held in local stock does not, by itself, make it non-refundable.
Products genuinely manufactured to individual customer specifications or clearly personalised may qualify for statutory exceptions to change-of-mind cancellation rights.
Where such an exception applies, this will be clearly communicated before purchase.
3. Prescription Eyewear
Noctra offers prescription lens options on request.
Prescription eyewear is prepared according to your individual optical requirements and may qualify as custom-manufactured goods.
Accordingly, the statutory seven-day change-of-mind cooling-off right may not apply to qualifying personalised prescription orders.
This does not affect your rights if the eyewear is defective, incorrectly manufactured or does not conform to the agreed specifications.
Prescription orders may require additional preparation and delivery time, which will be communicated before the order is confirmed.
4. Defective or Damaged Products
Your eyewear should arrive in good condition and meet the advertised product specifications.
Under the Consumer Protection Act, qualifying defective, unsafe or non-compliant products may be returned within six months after delivery.
Where the statutory requirements are met, you may choose:
A repair
A replacement
A refund
For these qualifying statutory returns, Noctra will bear the applicable return costs.
Examples of potential product defects include manufacturing faults in the frame, defective hinges, faults in the lens coating or lenses that do not meet the agreed product specifications.
Damage caused solely by misuse, accidental breakage or alterations contrary to product instructions is not automatically a manufacturing defect.
5. Incorrect Orders
If you receive the incorrect frame model, frame colour, lens type or prescription specification, please contact us.
Where Noctra has supplied goods that do not match your order, we will arrange an appropriate remedy in accordance with applicable consumer legislation, at no additional cost where required by law.
6. Exchanges
Would you prefer a different frame colour or lens mode?
We may accommodate voluntary exchanges, subject to product availability and the condition of the eyewear.
Where an exchange is not required by law, any applicable price difference or additional shipping charge will be communicated before proceeding.
Your statutory cancellation and defective-product rights remain unaffected.
7. How to Request a Return
To initiate a return or exchange:
1. Contact us at hello@noctra.co.za.
2. Include your order number, full name and contact details.
3. Briefly explain your return or exchange request.
4. Include photographs if the product is damaged, defective or incorrect.
5. Our team will provide the appropriate return instructions and address.
Please do not send products to an unconfirmed return address.
8. Refund Processing
Where you exercise an applicable ECTA cooling-off right, a full refund of the payment will be made within 30 days of cancellation, as required by law.
Other refunds will be processed within the applicable statutory period or otherwise without unreasonable delay.
Refunds will generally be made through the original payment method where supported, or through another agreed method.
Banking and payment-provider processing times may affect when the funds appear in your account.
9. Order Cancellations
If you need to cancel an order before it has been dispatched, please contact us as soon as possible.
Cancellation requests will be handled according to your applicable statutory rights, the nature of the product and the status of fulfilment.
For genuinely personalised goods, applicable cancellation terms will be communicated before purchase.
10. Delivery Delays and Unavailable Products
Some Noctra products require supplier preparation or international sourcing.
If we cannot fulfil your order within the legally applicable or agreed timeframe, you may exercise your cancellation rights under South African law.
Where an ordered product becomes unavailable and cannot be supplied, we will notify you and arrange the refund required by law.
11. Consumer Rights
This policy is intended to comply with applicable South African legislation, including:
The Consumer Protection Act 68 of 2008
The Electronic Communications and Transactions Act 25 of 2002
Nothing in this policy excludes or limits any consumer right or remedy that cannot legally be excluded.
12. Contact Noctra
For returns, exchanges or refund enquiries:
Noctra Customer Support
Website: www.noctra.co.za
Email: hello@noctra.co.za
Telephone: +27 71 920 7078