Return and Refund Policy

At NorthPeak Supply, we want you to shop with confidence. This policy explains our voluntary return arrangements and how refunds, replacements, and cancellations are handled. Your statutory consumer rights remain unaffected.

1. Our 30-Day Return Policy

In addition to any rights provided by applicable law, we offer a voluntary 30-day return period starting from the date you receive your order.

For a voluntary change-of-mind return, products should generally be returned in good condition with their original packaging, accessories, manuals, and included components where applicable.

If a product has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning, we may account for any resulting reduction in value where permitted by law.

These conditions do not remove any mandatory rights relating to defective, unsafe, damaged, or incorrectly described products.

2. Statutory Cancellation and Withdrawal Rights

Depending on your location, you may have a legal right to cancel a distance purchase within a statutory withdrawal period, commonly 14 days after receiving goods in the European Union and the United Kingdom, subject to applicable exceptions.

You may exercise an applicable statutory withdrawal right by giving us a clear statement of your decision within the required period. You do not have to rely solely on our voluntary 30-day return policy.

Where statutory withdrawal rights apply, you may inspect goods as reasonably necessary to establish their nature, characteristics, and functioning. Any reduction in value resulting from handling beyond what is necessary will be assessed only where permitted by law.

3. How to Request a Return

Contact us through the contact options available on our online store. Include your order number, the product you wish to return, and the reason for your request.

Please follow the return instructions provided to you. This process does not restrict any statutory right that can be exercised without prior authorization.

Unless otherwise required by law, voluntary returns should be sent using the return instructions provided by our customer support team.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, unsafe, or different from what you ordered, contact us through our website.

Please provide your order number, a description of the issue, and photographs or videos where helpful.

We will assess the issue and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, refund, or another legally required solution.

Return shipping costs for defective, damaged, or incorrectly supplied goods will be handled in accordance with applicable law.

5. Return Shipping Costs

For voluntary change-of-mind returns, customers may be responsible for the direct return shipping costs where permitted by law and where this responsibility was properly disclosed before purchase.

For statutory withdrawals, return shipping costs will be allocated in accordance with applicable law and the information provided before purchase.

If a product is defective, damaged, or incorrectly supplied, any applicable return shipping costs will be handled in accordance with applicable law.

6. Refunds

Refunds will be issued to the original payment method unless another method is agreed where legally permitted.

For statutory withdrawals, refunds will be processed within the applicable legal deadline. Where the law permits, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first.

Original standard delivery charges will be refunded where required by law. Additional charges for a more expensive delivery option may be excluded where the law permits.

For voluntary returns, approved refunds will be processed after the returned product has been received and assessed, subject to applicable law.

Your bank or payment provider may require additional time to display the refund.

7. Non-Returnable Products

Where permitted by law, certain products may be excluded from voluntary change-of-mind returns, including personalized or custom-made products and sealed products that are not suitable for return for health or hygiene reasons after unsealing.

These exclusions do not remove any mandatory rights relating to defective, unsafe, or incorrectly supplied products.

8. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We will make reasonable efforts to accommodate your request before the order is processed or dispatched.

Once an order has been dispatched, cancellation through our fulfillment process may no longer be possible. However, any statutory cancellation or withdrawal rights remain unaffected.

9. Contact

For return, refund, replacement, or cancellation inquiries, use the contact options available on the NorthPeak Supply website. Include your order number whenever possible.

Thank you for shopping with NorthPeak Supply.