Cancellations, Returns & Refunds
To cancel an order please email email@example.com
Please note, some products are made to order and cannot be cancelled once purchased. These products will have information on the product pages to advise they're made to order and cannot be cancelled.
If you've changed your mind about keeping your purchase please email firstname.lastname@example.org, within 14 days from receipt of delivery ensuring you quote your order number. Please be aware that the cost of returning items to North Sports is the responsibility of the customer. This includes any shipping or postage fees incurred in the return process.
You must confirm that the goods are in their original packaging, unused in any way and that we are able to inspect the goods before signing for them. Failure to do this will result in no return number or returns address being issued. If your return is accepted, we’ll send you instructions on how and where to send your package. Items returned to us must be sent by recorded delivery. Items sent back to us without first requesting a return will not be accepted.
We’re unable to offer exchanges, so if you’re interested in another item, simply return the original as outlined above and place a new order separately. We’ll get this delivered to you as soon as we can.
We regret that we are currently unable to participate in the UK VAT Retail Export Scheme. All spare parts are non-returnable due to being a special order.
We will repair or replace an item found defective or damaged before delivery. This is in addition to your manufacturer's guarantee. We cannot accept the return of products which are damaged after delivery.
If you return your product to us unused in its complete original packaging and we’re therefore able to resell it ‘as new’, you’ll receive a refund of the full price of the product. We’re happy for you to unpack the product to inspect it, in the same way you’d be able to take a look at it in a shop, but please be very careful until you’re sure you’re going to keep it. If you’ve used the product, handled it beyond what’s reasonably necessary to inspect it we may not be able to sell it to someone else ‘as new’. This means that where the value of the product is reduced by actions you’ve taken, we may only make a partial refund, if any, or charge you for the reduction in value.
Refunds will be made within 14 days of returned goods.
Some additional things you need to know about cancellations, returns and exchanges:
If Products are Faulty
If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality equipment, but sometimes things do go wrong. Here’s how we’ll fix it..
It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are confirmed as faulty by the manufacturer.
The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought before this date.
Sometimes issues that appear to be faults could be problems that arise during installation or setup. If that’s the case, we’ll do our best to get this fixed for you over email. This is also why we ask that faults are confirmed with the manufacturer. This way, we’re able to make sure there’s not another reason for the problem.
1. If a fault is confirmed within 30 days of delivery, just let us know.
2. If a fault is confirmed after 30 days of delivery (but within 6 months of owning it), just let us know and we will request the manufacturer to look for a solution, this may include a repair.
Things Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster or adverse weather; or
Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.