Returns and exchanges

THIS CONTRACT IS SUBJECT TO THE LAW OF ENGLAND AND WALES.

Returns

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. 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. 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 below address.

Items must be unused and in an as new condition with all packaging and labels/tags attached.

All returned orders for refunds will incur a deduction of £4.99 to cover the initial postage cost this also includes orders which benefited from free delivery.

Kayaks

All kayaks must be agreed with True North Sailing and must be returned in an unused, unassembled and in all original sealed packaging. The buyer is responsible for returning the kayak within 14 days of the agreed return. All returned kayaks for refund will incur a deduction of £30 to cover the initial courier cost.

Electric outboard Motors

No returns are accepted for Electric outboard motors unless faulty.

Rope

Please note rope is non-returnable unless True North Sailing supplied the incorrect order.

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.

Faulty Kayak

If the Kayak is found to be faulty, please email True North sailing with as much information as possible of the fault and images to sales@truenorthsailing.co.uk. True North Sailing will arrange for the collection of the kayak for inspection. If the kayak is found not to be faulty the customer must cover the delivery cost to return the kayak to the customer and there will be a fee of £30 to cover the return courier charge. If a fault is found on inspection True North Sailing will arrange for a replacement or refund.

Faulty Electric Outboard Motor

If the Electric outboard motor is found to be faulty, please email True North sailing with as much information as possible of the fault and images to sales@truenorthsailing.co.uk. True North Sailing will arrange for the collection of the Electric motor for inspection. If the Electric motor is found not to be faulty the customer must cover the delivery cost to return the Electric motor to the customer and there will be a £30 fee to be covered by the customer for the return courier charge. If a fault is found on inspection True North Sailing will arrange for a replacement or refund.

Christmas Returns 

Any purchase made between 1st October and 24th December 2021 can be returned up until 21st January 2022. Providing the original packaging and tags are intact and the order is unused and returned in the same condition as sold.

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

Returns will not be approved or processed by telephone.

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

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Frequently Asked Questions

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 not 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 £5.95.

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, we will either supply a replacement or a refund to the value of the goods purchased.

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. The customer is liable for any cost incurred to return the goods. There will be a payment required from the customer to cover the free return cost of which is £5.95.

 

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.

The customer will pay and organise the return for the exchange.

There will be an additional charge of £4.99 to the customer for posting the second shipment, please contact True North Sailing to confirm this before returning your order and to arrange payment.

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.

Exchanges must be unused, unassembled and in original packaging with the original tags intact.

Cancellations

If you placed an order by mistake and wish to cancel, you should contact True North Sailing by email sales@truenorthsailing.co.uk or by phone 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 below address and the refund will be issued once the order has been returned. Postage costs will not be refunded and if the order value triggers the free delivery at checkout a postage fee of £4.99 will be deducted from the refund.

International Returns

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

Can’t find what you are looking for? Contact our friendly team

Can’t find what you are looking for? Contact our friendly team