Return Policy

RETURN & REFUND POLICY

 

At Northway, we want you to feel confident about your purchase. If something is not right, please review the policy below and contact us at info@northwayshop.com.

This Return & Refund Policy does not limit any mandatory consumer rights available under the laws that apply to you.

  1. ORDER CONFIRMATION AND POLICY ACKNOWLEDGMENT

By placing an order through our website, you confirm that you have had the opportunity to review this Return & Refund Policy before completing your purchase.

You acknowledge that:

  • Return requests must meet the eligibility requirements and timelines described below.

  • Items must not be returned without first contacting Northway and receiving return instructions.

  • Return shipping costs may apply depending on the reason for the return.

  • Relevant order, delivery and communication records may be used to investigate payment disputes or chargebacks.

Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.

  1. 14-DAY RETURN PERIOD

Northway accepts return requests for eligible items within 14 calendar days after delivery.

After your return request has been approved, the item must be shipped to the designated return address within seven calendar days. Returns shipped after this period may be declined.

To qualify for a return:

  • The item must be unused, unworn and unwashed.

  • The item must be in its original condition.

  • All original tags, accessories, protective materials and packaging must be included.

  • The item must not show signs of use, wear, damage, alteration or improper handling beyond what is reasonably necessary to inspect it.

  • Proof of purchase or the Northway order number must be provided.

We reserve the right to decline a return or reduce the refund where an item is returned used, damaged, incomplete or in a condition that materially reduces its value, to the extent permitted by applicable law.

  1. HOW TO REQUEST A RETURN

To request a return, email info@northwayshop.com within 14 calendar days of delivery and include:

  • Your full name.

  • Your order number.

  • The email address used for the order.

  • The item you wish to return.

  • The reason for the return.

  • Photographs or a short video if the item is damaged, defective or incorrect.

If your request is approved, we will provide the applicable return address and further instructions.

The approved return must be shipped within seven calendar days after receiving our instructions.

Do not send an item to the address shown on the original parcel or to any other address without our approval. Returns sent without authorization or to an incorrect address may not be accepted or may result in additional costs.

We strongly recommend using a tracked shipping service and retaining your receipt and tracking information until your return and refund have been completed. Northway is not responsible for an untracked return that is lost before reaching the designated return location.

  1. RETURN SHIPPING COSTS

For returns made because you changed your mind, selected the wrong item or no longer want the product, you are responsible for the return shipping costs.

If Northway confirms that the item was delivered defective, damaged or incorrect, we will provide an appropriate solution and cover reasonable return costs where a return is required.

Original shipping charges are generally non-refundable for change-of-mind returns. This does not apply where a refund of those charges is required by law or where the return results from an error by Northway.

Any customs charges or import costs associated with an unauthorized or incorrectly completed return may be deducted from the refund where permitted by law.

  1. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, defective or different from what you ordered, contact us as soon as reasonably possible at info@northwayshop.com. To help us resolve the issue efficiently, please include:

  • Your order number.

  • A clear description of the problem.

  • Clear photographs or a short video showing the item, packaging and issue.

  • A photograph of the shipping label where relevant.

After reviewing the information, we may offer an appropriate remedy, such as:

  • A replacement.

  • A refund.

  • A partial refund, where agreed with you.

  • Another solution required by applicable consumer law.

In some situations, returning a damaged or defective item may not be necessary. Do not dispose of the item until Northway confirms how the claim will be handled.

Requesting photographs or other reasonable evidence does not remove or reduce any statutory rights you may have.

  1. NON-RETURNABLE ITEMS

Unless required otherwise by applicable law, the following items cannot normally be returned:

  • Gift cards.

  • Personalized or custom-made products.

  • Items clearly marked as final sale before purchase.

  • Items that have been used, worn, washed, altered or damaged after delivery.

  • Sealed hygiene-sensitive products after the seal has been broken.

  • Items returned without required parts, accessories, tags or packaging.

  • Items for which a return was not requested within 14 calendar days of delivery.

  • Approved returns that were not shipped within seven calendar days after return instructions were provided.

If you are unsure whether an item is eligible for return, contact us before sending it.

  1. REFUNDS

After your return reaches the designated return location, it will be inspected.

If approved, your refund will normally be processed to the original payment method within seven business days after inspection. Your bank, card issuer or payment provider may require additional time to display the refund in your account.

We will notify you if the return is approved, declined or requires additional information.

If more than 15 business days have passed since Northway confirmed that your refund was issued, please contact us at info@northwayshop.com.

Shipping costs, return costs and other permitted deductions will be clearly explained before or when the refund is processed.

  1. EXCHANGES AND REPLACEMENTS

If you would like a different product, colour or variation, contact us to determine whether an exchange is available.

Depending on availability and fulfilment arrangements, the quickest option may be to return the original item for a refund and place a new order separately.

Approved replacements for damaged, defective or incorrect items will be processed as quickly as reasonably possible. Delivery time depends on product availability and the destination.

  1. ORDER CANCELLATIONS

If you wish to cancel or change an order, email info@northwayshop.com as soon as possible with your order number and requested change.

Because orders may enter processing shortly after purchase, we cannot guarantee that an order can be cancelled or modified once fulfilment has started.

If the order has already been shipped, you may request a return after delivery in accordance with this policy.

Northway’s voluntary 14-day return period should not be confused with a universal statutory cooling-off period. Any separate cancellation rights provided by applicable consumer law remain unaffected.

  1. LOST ORDERS

If your package appears to be lost in transit, contact info@northwayshop.com with your order number and tracking information.

We will review the tracking details and, where appropriate, open an investigation with the carrier or fulfilment provider. If the package is confirmed lost, Northway will provide an appropriate remedy, such as a replacement or refund.

Carrier investigations may take time, but this does not limit any rights or remedies available to you under applicable law.

  1. PACKAGES MARKED AS DELIVERED

If tracking shows that your package was delivered but you cannot locate it:

  • Check around the delivery location.

  • Ask other household members, neighbours or building management.

  • Check for a delivery notice or alternative safe location.

  • Contact the carrier for additional delivery information.

  • Contact Northway if the package remains missing.

We will help review the available delivery information. The outcome will depend on the tracking evidence, delivery method and applicable consumer law.

  1. REFUSED, UNCLAIMED OR INCORRECTLY ADDRESSED ORDERS

Customers are responsible for providing a complete and accurate shipping address before placing an order.

If an order is returned because it was refused, left unclaimed or addressed incorrectly using information supplied by the customer, we may deduct the actual shipping, return and handling costs from the refund where permitted by law.

We will not apply an arbitrary fixed deduction. Any deduction will reflect costs actually incurred and will be explained to you.

If the delivery problem was caused by Northway or one of our service providers, no such deduction will apply.

  1. DELAYED ORDERS

Delivery estimates are not guarantees unless expressly stated otherwise.

If an order is delayed, contact us so that we can review the tracking information and assist you. If applicable consumer law gives you the right to cancel because an order was not delivered within a required period, this policy does not restrict that right.

  1. CHARGEBACKS AND PAYMENT DISPUTES

If you experience a problem with your order, we encourage you to contact info@northwayshop.com first so that we can try to resolve it promptly and fairly.

If a chargeback or payment dispute is opened, Northway may provide relevant information to the payment provider, including:

  • The order confirmation.

  • The applicable policies shown during checkout.

  • Payment and fraud-screening records.

  • Shipping and tracking information.

  • Delivery confirmation.

  • Customer-service correspondence.

  • Photographs or other evidence connected to the claim.

Nothing in this section prevents you from exercising any right to dispute a transaction through your bank or payment provider.

  1. POLICY ABUSE AND FRAUD

Northway may refuse a return or take reasonable protective action where there is credible evidence of return fraud, deliberate damage, repeated abuse or false information.

Any decision will be based on the specific circumstances and will not limit rights that you have under applicable law.

  1. CONTACT US

For questions, cancellations, returns or refund requests, contact:

Northway
Email: info@northwayshop.com