Refund policy
Custom Orders: All Products Which Require Selective Options.
Each custom unit is built specifically to order, using the housing, lenses and image intensifier you’ve chosen to suit your intended use. Because no two custom builds are the same, these components are selected and reserved just for your device either from our inventory or ordered in.
This is a custom-built product made to your specifications. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to bespoke or personalised items.
To keep lead times as short as possible, we begin locating and assigning parts from our current stock by the end of the day your order is placed. Hence we’re unable to offer returns or cancellations on custom built-to-order units.
We understand that choosing the right configuration can feel complex, which is why we always encourage you to research or contact us before ordering. We’re more than happy to talk through options, explain differences in performance and features, and help make sure your custom build is the right fit from the outset.
Returning Accessories:
We’re happy to help with returns on device add-ons and accessories, but all returns must be pre-approved by email before anything is sent back.
Items must be unused and in original condition. Unfortunately, we can’t accept returns for used items unless they arrive non-functional or with a genuine manufacturing defect.
If an item shows obvious signs of wear, use, or damage, we won’t be able to accept it for return.
Manufacturing Defects Retrurns:
Every NoxWorks night vision unit is fully assembled, inspected, and function tested prior to dispatch to confirm correct operation and performance at the time of sale.
In the unlikely event that a manufacturing defect arises during the applicable warranty period, NoxWorks will assess the unit and, where a fault is confirmed, will provide a repair or replacement in line with the Consumer Rights Act 2015.
Where replacement of components is required, this will be on a like-for-like basis. Image intensifier tubes will be replaced with an equivalent specification or, where availability requires, an equal or higher performance tube. Housings and optical components will be replaced with the same model or an equivalent component of equal or higher quality.
This warranty covers manufacturing defects only and does not apply to damage caused by misuse, accidental damage, unauthorised modification, or normal wear and tear.
Consignment And Second Hand Systems:
Used & Consignment Items Policy
Items listed as used, pre-owned, or consignment are sold based on the condition described and shown at the time of sale. Due to the nature of these products, returns, refunds, or exchanges are not accepted for change of mind once an order has been completed.
We make every effort to accurately describe the condition, functionality, and any visible wear of used and consignment items so customers can make an informed purchasing decision. Customers are encouraged to review all descriptions and images carefully and to contact us prior to purchase if additional information is required.
This policy does not affect your statutory rights. If an item is found to be not as described, faulty, or not fit for purpose under the Consumer Rights Act 2015, please contact us within 14 Days and we will work with you to resolve the issue.
International Sales & End User Compliance:
Certain products sold by NoxWorks may be subject to UK export control regulations. For all international orders, customers may be required to complete an End User Statement (EUS) confirming the final user, location, and intended use of the product.
Where required, an End User Statement must be fully completed, signed, and returned before any order can be processed for shipment. Orders will not be dispatched until all required documentation has been received and reviewed.
If an End User Statement cannot be provided, or if the information supplied does not meet applicable export compliance requirements, the order may be cancelled.
Orders placed from, or intended for delivery to, sanctioned or restricted countries will be cancelled in accordance with UK export regulations. In such cases, a 15% restocking and administrative fee will be deducted from any refund issued.
NoxWorks reserves the right to refuse or cancel any order that cannot be fulfilled in compliance with applicable UK export control laws and international sanctions.