Refund and Returns Policy
At True North Sailing, we want you to be happy with your purchase. This policy explains how to return goods to us and how refunds are processed.
This policy covers both our standard returns service and your statutory consumer rights.
Returns for unwanted or unsuitable items
For most goods purchased online, you have a statutory right to return unwanted or unsuitable goods.
You have 14 days from the day after receiving your goods to notify us that you wish to return them. Once you have notified us, you have a further 14 days to send the goods back to us.
The return deadline is met if the goods are sent back before the end of that 14-day period.
For example, if you receive your order on 3 August and notify us within the applicable 14-day period that you wish to return it, you will generally have a further 14 days from notifying us to send the goods back.
You do not have to wait for us to approve the return before sending the goods back, provided you have clearly notified us that you wish to return the order.
How to notify us of a return
You can notify us that you wish to return your order by:
Email: sales@truenorthsailing.co.uk
Please provide your order number and, where possible, the reason for the return.
You do not have to provide a reason when exercising your statutory right to return unwanted goods.
A clear written statement that you wish to return the goods is sufficient. You do not have to use a particular form.
Sending your return to us
Once you have notified us that you wish to return your goods, please send them back within the applicable 14-day return period.
We strongly recommend using a tracked or recorded delivery service and keeping your proof of postage until your refund has been received.
Where the timing of a return is relevant, we may ask you to provide reasonable evidence showing the date on which the goods were handed to the carrier.
Please return the goods to:
CoMech Retail – True North Sailing
10-12 Castings Road
Derby
DE238YL
Condition of returned goods
Goods may be inspected in the same way that you would reasonably be able to examine them in a shop.
For clothing, this means that you may normally try garments on to check size and fit, but they should not be worn for ordinary use before being returned.
Please return items with their original labels, accessories, instructions and packaging where reasonably possible.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, you may be responsible for any resulting reduction in value.
We will not apply an arbitrary percentage deduction simply because an item has been returned.
Return postage
For unwanted or unsuitable goods, the direct cost of returning the goods is the customer’s responsibility.
Where we provide a prepaid return label return, the cost of the label will be deducted from the refund unless the order is deemed faulty.
No return postage deduction will be made where we are legally responsible for the return costs, including where goods are faulty.
Refunds
For statutory returns of unwanted or unsuitable goods, the refund will not include the cost of the delivery option that was available when you placed your order.
If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of the standard delivery option.
We may withhold the refund until we have received the returned goods.
Once the applicable conditions for the refund have been satisfied, we will process the refund within the period required by law.
Faulty or damaged goods
If an item is faulty, damaged or does not match its description, please contact us by email as soon as possible.
Please include photographs or other information to help us understand the problem and may ask you to return the goods or post to the manufacturer for inspection.
We will not require you to accept a partial refund where the law gives you a right to another remedy.
Where goods are faulty or otherwise do not conform to the contract, we will deal with the return and refund in accordance with your statutory rights.
Size and fit
Product sizes refer to the manufacturer’s stated sizing unless otherwise specified.
Clothing fit can vary between manufacturers and individual product designs. A garment can therefore fit differently from another garment carrying the same nominal size.
We recommend checking the relevant manufacturer’s sizing information before ordering.
A garment that does not fit your personal preferences, or that fits differently from another garment of the same nominal size, does not by itself mean that the goods are incorrectly described.
This section does not affect your statutory rights where goods genuinely do not conform to their contractual description.
Special-order and customised goods
Some products may be made, cut, customised or prepared specifically to your requirements.
Where the law permits the statutory return right to be excluded for such goods, the exclusion will apply.
Examples may include:
goods made to your specific requirements;
rope or other materials cut to a length specified by you; and
other products specifically customised for an individual order.
These restrictions do not affect your statutory rights if goods are faulty, incorrectly described or otherwise do not conform to the contract.
Sale and discounted items
Sale, clearance and discounted goods remain subject to the same statutory consumer rights as full-price goods.
A discount does not remove your statutory rights where goods are faulty, incorrectly described or otherwise do not conform to the contract.
International returns
Customers outside the UK may be responsible for the direct cost of returning unwanted or unsuitable goods, subject to applicable law.
Customers are responsible for complying with any applicable customs or postal requirements when returning goods internationally.
Lost returns
We strongly recommend using a tracked service and retaining proof of postage.
This is particularly important where the date on which an item was sent is relevant to determining whether a return was made within the applicable period.
If a return is lost in transit, please provide us with your proof of postage and tracking information so that we can assist where possible.
Contact us
If you have any questions about returning an item, obtaining a refund, or exercising your statutory rights, please contact us using the details below.
True North Sailing
Email: sales@truenorthsailing.co.uk
Items Purchased using Gift Vouchers:
Where a return is made under our returns policy, any refund relating to the amount originally paid using a gift voucher will be issued as a new gift voucher rather than as a cash refund. The expiry date of the new gift voucher will remain the same as the original gift voucher expiry date.
Cancellations
If you have placed an order by mistake and wish to cancel it before it has been dispatched, please contact True North Sailing as soon as possible at sales@truenorthsailing.co.uk. We will do our best to cancel the order before it is dispatched and, where possible, issue a refund.
Once an order has been processed or dispatched, we may no longer be able to cancel it before delivery. However, this does not affect your statutory rights to return goods where applicable. If your order has already been dispatched or delivered, you can return the goods in accordance with our Refunds & Returns Policy.
Electric outboard Motors
No returns are accepted for Electric outboard motors unless faulty.
End of Reel Ropes
Please note that end-of-reel ropes are non-returnable and non-refundable.
Navigational and Safety
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.
Frequently Asked Questions
We apologise that the product you’re interested in is currently out of stock. However, on the product page, you can sign up to be notified via email as soon as the item is available again. Once restocked, you’ll receive a notification and have the chance to purchase it before it’s gone.
At True North Sailing, we prioritise your satisfaction with every order. To initiate a return, simply access your dispatched confirmation email and generate a returns label or QR code. For more detailed instructions and our comprehensive Returns & Refunds policy, Click here
We understand the importance of competitive pricing. We invite our customers to email us with a link to the product they’d like us to consider for a price match. Please ensure the following conditions are met:
- The lower price must be currently available online from a UK-based retailer.
- The product must be identical, including size, colour, and specifications.
- It should be available for immediate purchase and delivery.
- Please note that we do not match prices from marketplace websites, search engine platforms or during clearance sales.
- We’re unable to match prices where the competitor is selling less than the cost price.
- Price match cannot be matched after the product has been ordered.
- Also, discounts cannot be applied after the price has been matched.
At True North Sailing, we understand the importance of finding the perfect product. If, for any reason, the item you received isn’t quite right, we offer exchanges within 14 days of your receipt of the product. For more information on our exchange policy, please refer to our Refund & Returns policy Click here
If you’ve placed an order and wish to cancel it, please contact us immediately via email at sales@truenorthsailing.co.uk or by phone. We’ll do our best to cancel your order and issue a full refund. However, once an order has been processed and dispatched, it can’t be cancelled. For more information on our cancellation policy, please refer to our Refund & Returns policy Click here
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