Refund policy

Last updated: 26 October 2026

1. About this policy

This policy explains how cancellations, returns and refunds work for purchases made from www.noxworks.co.uk. It is provided by NoxWorks Ltd, a company registered in England and Wales under company number 16826255.

It applies to consumers buying for personal use. Business, law enforcement and defence purchases are made on the terms agreed in the quotation.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Faulty items are also covered by our Warranty.

2. How to cancel or return an item

To cancel an order or return an item, please tell us clearly that you wish to do so, by email to [email protected] or by using the cancellation form at the end of this policy. Please include your order number, the item and the reason.

We will reply with a Return Authorisation (RA) number and our returns address. Items sent without an RA number may be delayed while we identify them.

We cannot accept returns for change of mind outside the 14-day period set out in sections 3 and 4. This does not affect your rights if an item is faulty or not as described (section 6).

3. Custom builds

3.1 How builds are made

Every complete NoxWorks unit is built to order using the housing, image intensifier tube, lenses and options you choose. To keep lead times short, we allocate parts to your build by the end of the day your order is placed. Each unit is then assembled, collimated, nitrogen purged, tested, and supplied in heat-sealed packaging with tamper seals.

3.2 Cancelling or returning a build

You can cancel your order at any time before delivery, or return your build by telling us within 14 days of delivery. You then have a further 14 days to send it back.

Because work on your build starts straight away, we make a deduction from your refund depending on how far the build has progressed:

Stage Deduction
Cancelled on the day of order, before parts are allocated 5% of the order value, to cover transaction fees we cannot recover
Parts reserved from our stock, assembly not started 10% of the order value
Assembly started, build not complete 12.5% of the order value
Build complete, returned unused 15% of the order value
Build complete, returned used Up to 30% of the order value, based on our inspection (section 7)
Build complete, returned damaged or tampered with No refund (section 3.3)

A build is unused only if it is returned in its original heat-sealed packaging with all tamper seals intact. Any build returned with broken packaging or tamper seals is treated as used.

The delivery charge you paid for a build is not refunded when a build is cancelled after dispatch or returned.

3.3 Damaged or tampered builds

A build will not be refunded if, on inspection, we find that it has been:

  • damaged after delivery, including impact, water or drop damage, or damage to the lenses, eyepiece or housing;
  • opened or tampered with, including broken or removed internal seals, a released nitrogen purge, or any disassembly or modification not carried out by NoxWorks; or
  • damaged by light exposure (section 6.3).

We will send you photos and a written summary of our findings. We will then, at your choice:

  • repair the device at the cost of parts and labour, and return it to you; or
  • re-ship the device to you unrepaired.

Return delivery is by tracked, signed-for service insured for the device's full value, and must be paid for before dispatch. If you do not tell us your choice within 60 days of our findings, we may charge a reasonable fee for storage.

3.4 Custom requests and quotations

Where you ask us for parts or a configuration we do not hold in stock, and we order them in for you under a custom request and quotation, the build is made to your own specification. These orders cannot be cancelled or returned once you have accepted the quotation, except where an item is faulty or not as described (section 6).

3.5 What the deduction covers

Deductions reflect the costs we cannot recover: payment processing fees, labour for assembly, collimation, nitrogen purging and testing, inspection and retesting on return, and the loss in value of an image intensifier tube once it has been fitted and used. We will give you an itemised breakdown on request.

We never make these deductions on faulty items (section 6).

3.6 Help before you order

Choosing the right configuration can feel complex. We always encourage you to contact us before ordering, and we're happy to talk through options, performance and features to make sure your build is right from the start.

4. Accessories

4.1 Cancelling an accessory order

You can cancel an order for accessories for any reason by telling us within 14 days of delivery. You then have a further 14 days to send the items back.

If you return your whole order, we will also refund the standard delivery charge you paid.

4.2 Condition and loss in value

Please return items in their original condition and packaging. You may handle an item as you would in a shop to check it. If an item has been used, worn, marked or damaged beyond that, we will deduct its loss in value from your refund. Where an item cannot be resold, this deduction may be up to the full price of the item.

4.3 Items that cannot be returned

For health, hygiene and personalisation reasons, the following cannot be returned for change of mind:

  • Hygiene items: items that come into contact with skin, hair or sweat, including eyecups, helmets, head mounts, straps, pads and liners, once they have been unsealed, worn or used. They can only be returned unused in their original sealed packaging.
  • Personalised items: items engraved, marked, cut or made to your instructions.

This does not affect your rights if an item is faulty or not as described.

5. Consignment items

5.1 How consignment sales work

Items listed as consignment are sold by NoxWorks as agent on behalf of a private owner, and this is shown on the product listing. Your contract of sale is with the owner.

Because this is a private sale, the cooling-off period and some Consumer Rights Act remedies that apply to purchases from a business do not apply. The item must still match its description, and the owner must have the right to sell it.

5.2 Returns

Consignment items cannot be returned for change of mind.

If an item is not as described, please contact us within 14 days of delivery with your order number, a description of the problem and photos where possible. Where we confirm the item is not as described, we will arrange its return and a full refund, including delivery, on the owner's behalf.

We describe the condition, function and any visible wear of consignment items as accurately as we can. Please review descriptions and images carefully, and contact us before buying if you need more information.

6. Faulty items

If a new item is faulty or not as described, you have rights under the Consumer Rights Act 2015:

  • Within 30 days of delivery, you can reject it for a full refund.
  • After 30 days, you are entitled to a repair or replacement. If that is not possible, or does not fix the fault, you can have a refund or price reduction.
  • Within 6 months of delivery, a fault is presumed to have been present at delivery unless we can show otherwise. After 6 months, you may need to show that the fault was present at delivery.
  • Up to 6 years, you may be able to claim for a fault that was present when the item was delivered.

Our Warranty adds to these rights: 1 years on the complete device, 10 years on our workmanship, and lifetime cover against housing failure, on the terms set out in the warranty.

We pay return postage for faulty items, and no deductions are made.

6.1 Normal characteristics of night vision

Image intensifier tubes are hand-made, analogue devices, and every tube is slightly different. The following are normal characteristics, not faults, provided they are within the tube manufacturer's specification for that tube at the time of sale:

  • Cosmetic blemishes: small dark or bright spots in the image that do not affect performance. Each tube is graded to its manufacturer's limits on the size, number and position of blemishes.
  • Fixed pattern noise ("chicken wire" or "honeycomb"): a faint hexagonal pattern, most visible against bright, even backgrounds.
  • Scintillation: a sparkling, grainy effect in very low light. This is a normal part of how tubes amplify light.
  • Halo: a ring of light around bright sources, such as streetlights or headlights.
  • Brightness control and gating: the image automatically dimming, flickering briefly or reducing contrast near bright lights, to protect the tube.
  • Variation across the image: slightly softer focus or lower brightness towards the edge of the image compared with the centre.
  • Phosphor and tone: small differences in image colour, brightness or contrast between two tubes, including between the two sides of a binocular.
  • Optical tolerances: minor distortion or softness at the edge of the lens, within the lens manufacturer's specification.

Each build is supplied with test data for its tube or tubes. Where a characteristic is within that specification, it is not a fault.

6.2 What counts as a fault

Examples of tube faults include: shading (a part of the image that is permanently dark or cut off), edge glow (a bright glow around the edge of the image in darkness), vacuum leaks and the blemishes or loss of image they cause, flashing or flickering that is not caused by bright light, and significant loss of brightness or resolution. Faults like these are covered by your statutory rights and our Warranty.

If you are unsure whether something is normal, contact us before returning the device. Photos or a short video through the eyepiece are very helpful.

6.3 Light exposure damage

Image intensifier tubes can be permanently damaged by exposure to bright light, such as daylight, strong artificial light, lasers or IR illuminators at close range, or by being left switched on with the lens cap removed in bright conditions.

Blemishes, burns or image burn-in that develop from light exposure are not a fault. A device with light exposure damage is not refundable and will not be replaced or repaired under this policy or our Warranty. We can repair it at the cost of parts and labour (section 3.3).

This does not apply to blemishes caused by a vacuum leak or another tube fault, which are covered under section 6.2.

7. Inspection of returned devices

Before dispatch, we record each device's serial numbers, test results and tube condition. When a device comes back, we inspect it and compare it with those records, including:

  • the condition of the packaging and tamper seals;
  • image intensifier tube condition, including any burns, blemishes or other signs of light exposure damage;
  • operating hours, where recorded;
  • signs of use, wear, damage or opening of the housing; and
  • whether all parts, accessories and documentation have been returned.

Damage caused by light exposure, misuse, accident or unauthorised modification is not a fault. For builds, section 3.3 applies. For other items, we will deduct the loss in value from your refund. In each case we will show you the evidence.

8. Sending items back

  • Return postage: for change-of-mind returns, you pay the cost of return postage.
  • Insurance: night vision devices must be sent by a tracked, signed-for service insured for their full value. Items are your responsibility until we receive them.
  • Packing: remove batteries, fit lens caps, and pack the device securely in its original case where possible.
  • Documentation: include all accessories and documentation supplied with the device, including the build certificate and Transfer Log.
  • RA number: write your RA number clearly on the outside of the parcel.

8.1 Kits, bundles and multi-part items

Where a product listing includes more than one part (for example a device supplied with a mount, case, lens caps, eyecups, batteries, cables or a demist shield), it must be returned complete, with every part listed.

If any part is missing or damaged, we will deduct the cost of replacing it from your refund, at our current price for that part. We will tell you which parts are missing and the amount before the refund is made. If a missing part reaches us later, we will refund the deduction.

You cannot return only part of a kit or bundle that was sold at a combined price, unless we agree otherwise in writing.

This does not apply where a part was missing or faulty when you received it. Please tell us about this as soon as possible.

9. Refunds

We will refund you to your original payment method within 14 days of receiving the item back.

We will confirm the amount of your refund and explain any deduction before it is made.

10. Orders we cancel

10.1 Pricing and listing errors

We work hard to make sure prices and product details are correct. If an item is listed at an obviously incorrect price or with incorrect details, we reserve the right to cancel the order and give you a full refund, even if your order has been confirmed. We will contact you before cancelling, and you may choose to reorder at the correct price.

10.2 Compliance and verification

Some products are subject to legal controls. Before dispatch, we may ask you to provide proof of identity, proof of age (18 or over), confirmation of your delivery address, or a declaration of end use.

We may cancel an order where:

  • you do not provide the information we request within 14 days of our request;
  • the information provided is incomplete, inconsistent or cannot be verified; or
  • we reasonably believe the sale or delivery would breach UK law, export controls or sanctions.

Where we cancel an order for these reasons, we will refund you, minus the deduction for the stage your build had reached (section 3.2). Where we cancel for any other reason, you will receive a full refund.

11. Complaints

If you are unhappy with our service or a decision under this policy, please email [email protected] with your order number and details of your complaint. We will acknowledge it within 5 working days and aim to resolve it within 28 days.

We do not currently use an alternative dispute resolution (ADR) provider. This does not affect your right to take a claim to court, or to seek advice from Citizens Advice on 0808 223 1133.

12. Contact

NoxWorks Ltd
Unit 8, Botolph Bridge Estate
Woodston, Peterborough PE2 9QP
United Kingdom
Email: [email protected]
Phone: +44 330 133 8509

Cancellation form

Complete and return this form only if you wish to cancel your order.

How to use this form:

  • By email: copy the details below into an email, fill them in, and send it to [email protected] with the subject "Cancellation – [your order number]". Alternatively, print this page, complete the form, and email us a scan or clear photo of it.
  • By post: print this page, complete the details below by hand, sign it, and post it to NoxWorks Ltd, Unit 8, Botolph Bridge Estate, Woodston, Peterborough PE2 9QP. We recommend a tracked postal service and keeping proof of postage.

Your cancellation is valid from the date you send it, as long as it is sent within the cancellation period. We will confirm receipt by email and send you a Return Authorisation (RA) number.

Sending this form does not return the item. Please wait for your RA number before posting any goods.

To: NoxWorks Ltd, Unit 8, Botolph Bridge Estate, Woodston, Peterborough PE2 9QP · [email protected]

I hereby give notice that I cancel my contract of sale of the following goods:

  • Order number: ______
  • Item(s): ______
  • Ordered on: __ Received on: __
  • Name: ______
  • Address: ______
  • Email / phone: ______
  • Reason (optional): ______
  • Signature (only if sent on paper): ______
  • Date: __