Returns and Refunds
Returns at a glance
- You have 15 days from delivery to tell us you'd like to return something, then 14 days to send it back
- Items must be unused, in original packaging and in a resalable condition
- Return postage is paid by you, unless the item is faulty
- Refunds are usually made within 3 working days of us receiving your return
- Damaged or faulty? Email photos to info@northhome.uk as soon as possible
- Made-to-order and personalised items can't be returned unless faulty (see our Made to Order Terms)
To start a return, email info@northhome.uk.
Returning an Item
Time limits
You have 15 days from the date of delivery to notify us that you'd like to return an item. Once we've authorised your return, you have a further 14 days to send it back.
Condition
Returned items must be:
- unused
- in their original packaging
- with tags and labels intact
- in a fully resalable condition
Return postage
Unless the item is faulty, return postage is the customer's responsibility.
Refunds
When you'll be refunded
Once we've received and checked your return, refunds are usually processed within 3 working days.
Delivery charges
- Returning your whole order: we refund the item price plus the cheapest standard delivery cost you paid.
- Returning part of an order: the original delivery cost is not refunded.
- Free delivery orders: if a return takes your order below the free delivery threshold, the standard delivery fee (£4.95) is deducted from your refund.
- Large, heavy or specialist courier deliveries: these delivery charges are non-refundable.
Faulty or Damaged Items
If your item arrives damaged or develops a fault, please let us know as soon as possible, ideally within 48 hours of delivery for anything damaged in transit, by emailing info@northhome.uk.
Please include:
- photos of the product
- photos of the packaging
- your order number
We will review the issue and arrange a replacement, repair or refund where appropriate, including return postage where needed.
Your statutory rights under the Consumer Rights Act 2015 are not affected.
Made-to-Order and Personalised Items
These are made specifically for you and cannot be returned unless faulty. Please see our separate Made to Order and Special Order Terms & Conditions.
If a fault is found, we may repair or replace the item first before accepting a return or issuing a refund.
Trade and Commercial Use
Trade orders (B2B)
All orders placed through a trade account are final sales. Stock items may only be returned if you notify us within 15 days of delivery and we authorise the return in advance. You then have a further 14 days to send the item back.
Items must be unused, in their original packaging and in a fully resalable condition. A 20% restocking fee is deducted from all authorised trade returns. Return postage and original delivery charges are non-refundable unless the item is faulty.
Items made or sourced to order, including items sourced at your request, cannot be returned unless faulty. If you'd like to try a single item before placing a larger order, please contact us first and we will confirm the terms.
Commercial use
Our products are sold for private use unless bought through an approved trade account. If items are bought and used for:
- photoshoots
- set styling
- influencer or promotional content
- other commercial or professional purposes
a 25% restocking fee may apply to any return, and further deductions may be made if items show signs of use. If you need items for professional use, please contact us before buying so we can advise.
Questions
For more detail, please see our Terms & Conditions. If you have any questions about a return, email info@northhome.uk.
Thank you for supporting independent retail and shopping with North Home (INHEMSK Retail Ltd).