Return and exchange

We hope you will be completely satisfied with any product purchased from True North Sailing. However, should you wish you can return your order within 30 days from the date of purchase for a full refund. Please note if free delivery amount of £40 or above was triggered and items returned are under the free delivery amount of £40 or above then postage cost of £3.95 will be deducted from refund amount. Items must be unused and in an as new condition with all packaging and labels/tags attached. We aim to process returns as soon as possible, however please allow up to 14 days for your refund to be processed during peak periods.

Products must be unused, unassembled and in original packaging. 

Request to return must be agreed with True North Sailing. This can be done by

·        Logging into your account

·        Email sales@truenorthsailing.co.uk

Returns will not be approved or processed by telephone.

 

Once the return has been agreed the customer is responsible for the postage costs and must arrange for the return to be returned within 14 days of the agreed return to the following address

CoMech - True North Sailing
10-12 Castings Road
Sir Francis Ley Industrial Estate
Derby
DE23 8YL

Return Exceptions

Merchandise that have been worn, used, or altered will not be accepted for return or exchange. We do not refund the original shipping and handling fee that you paid on the order.

Please note rope is non-refundable

Please be aware that some navigational and safety products may be dated, and as such a full refund may in some cases not be possible. If you are purchasing dated navigational chart’s we suggest you contact us for more information.

 

Incorrectly supplied goods

 

If the item you've received has been wrongly supplied, please inform us in writing by email or via the contact us page.  

 

Please note that you are required to inform us within 14 days after purchase unless there are extenuating circumstances otherwise you are deemed to have accepted the items and no return can be made.

 

If the item is proven to be incorrect, please supply photographic evidence via email and we will either supply a replacement or a refund to the value of the goods purchased once we have received the return.

 

If close examination reveals that the item has been incorrectly supplied, we will inform you of the decision and ask you if/how you would like the item returned to you, to which the customer is to pay. There will also be a payment required from the customer to cover the free return cost of which is £4.95.

 

Faulty Goods:

If the item you've received is faulty, please inform us in writing by email or via the contact us page.  

We advise supplying photographic evidence to help facilitate a swift conclusion and may avoid the need to return the item. If the item needs to be inspected, we will authorise a free return to True North Sailing, please note that if the fault is unclear and not obvious we will need to return the item to the manufacturer for assessment. We will always act on your behalf to ensure a fair outcome.

 

If the item is proven to be faulty, please supply photographic evidence via email and we will either supply a replacement or a refund to the value of the goods purchased once we have received the return. 

 

Where applicable, we will reimburse reasonable return postage costs, these costs are capped at the level which we have charged to deliver the parcel to you. 

 

Please note that True North Sailing will not be held responsible for high return postage, we advise checking any incurring costs beforehand. 

 

We do not accept liability for any items that are damaged/lost during transit whilst being returned. Therefore, it is advisable to retain the proof of despatch and consider insuring the parcel where appropriate.

 

If close examination unveils that the item is not faulty, we will inform you, the customer of the decision and ask if/how you would like the item returned to you. 

 

Can I exchange items?

Yes, we’re happy to organise this for UK orders. 

If you wish to exchange your order for an alternative product please email us with details of the product you wish to exchange your order for. The customer will pay and organise the return for the exchange.

There may be an additional charge to the customer for posting the second shipment, please contact True North Sailing to confirm this before returning your order.

We do not accept liability for any items that you send which are damaged or lost while in transit.

Therefore, it is advisable to retain proof of despatch, and insure the parcel where appropriate.

 

Cancellations

If you place an order by mistake and wish to cancel, you should contact True North Sailing by email sales@truenorthsailing.co.uk as soon as possible. We will endeavour to cancel your order from our system and refund your full amount. If your order has already been processed and sent we will not be able to cancel your order. The customer can return the order to the above address and the refund will be issued once the order has been returned. Postage costs will not be refunded.

International Returns

Return postage costs outside of the United Kingdom will be paid for and arranged by the customer.