Refund policy

Returns & Refund Policy

North Sports Group Ltd T/A North Sports
Last updated: 7th June 2025

1. Overview

At North Sports, we aim to provide high-quality products and a clear, fair returns process. This policy explains how returns, refunds and faulty goods are handled and should be read alongside our Terms & Conditions.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Change-of-Mind Returns (Unwanted Items)

2.1 Eligibility

You may request a return for unwanted items within 30 days of receiving your order, provided that:

The item is unused
The item is in its original packaging
The item is in a resaleable condition
The item factory seal hasn't been broken

Returns that do not meet these criteria may be refused or subject to a deduction.

2.2 How to Request a Return

To initiate a return, please email team@northsports.co.uk with:

Your full name
Order number
Product(s) you wish to return
Reason for return
Clear images of the item and original packaging

Once approved, we will confirm the return address and next steps.

2.3 Return Costs

For change-of-mind returns:

Return postage is the customer’s responsibility
We recommend using a tracked service
Original outbound delivery costs are non-refundable

We are not responsible for items lost or damaged in transit during return.

3. Statutory Cancellation Rights (Cooling-Off Period)

If you are a consumer purchasing online, you have a legal right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.

To exercise this right:

You must notify us in writing within 14 days of delivery
You then have a further 14 days to return the goods

Items must be returned unused, in original packaging, and at your own cost unless the item is faulty.

4. Faulty or Defective Items

4.1 Reporting a Fault

If you believe an item is faulty, please contact us at team@northsports.co.uk as soon as possible with:

Order number
Description of the fault
Supporting images or video (where applicable)

4.2 Assessment & Manufacturer Involvement

Many products we sell are supported by manufacturers or distributors. Where required, we may liaise with the supplier to confirm the appropriate resolution.

This may include:

Troubleshooting
Inspection
Repair
Replacement
Refund (where a fault is confirmed)

4.3 Faulty Returns & Postage

If a fault is confirmed:

We will normally provide a pre-paid return label
Return method will be confirmed on a case-by-case basis
In some cases, items may need to be returned to us before being collected by the distributor

No refund or replacement will be issued until the returned item has been received and inspected or supplier confirmation has been obtained.

5. Refunds

5.1 Processing Time

Once a returned item is received and inspected (or fault confirmed), refunds will be processed within 14 days.

Refunds are issued to the original payment method used at checkout.

5.2 Partial Refunds

We reserve the right to issue a partial refund where:

Items show signs of use
Packaging is missing or damaged
Accessories or components are missing

6. Non-Returnable Items

Unless faulty, the following items are non-returnable:

Items used or damaged after delivery
Items returned outside the stated return period
Items returned without prior approval
Items where the factory seal is broken
Hygiene-sensitive items where packaging has been opened (where applicable)

7. Exchanges

We do not currently offer direct exchanges. If you wish to change an item, please return the original item in line with this policy and place a new order.