No products in the basket.
Returns and Refunds
THIS CONTRACT IS SUBJECT TO THE LAW OF ENGLAND AND WALES.
Returns
We at True North Sailing aim to provide you with complete satisfaction with every product you purchase from us. However, in the event that you wish to return your order, you may do so within 14 days from the date of purchase for a full refund, excluding any discounts and delivery costs. We strive to process returns promptly, but kindly allow up to 14 days for your refund to be processed.
Please note that once the return has been authorized, the customer is responsible for the postage costs and must arrange for the return to be sent to the address provided within 14 days. For your peace of mind, we recommend returning your order using a tracked service. Please be advised that True North Sailing will not be held liable for any returned orders that go missing.
All items must be unused and returned in their original condition, including all packaging and labels/tags. Please ensure that you include your name and order reference with the returned items.
Please note that all returned orders for refunds will be subject to a deduction of the delivery price paid at the checkout to cover the initial postage cost. Orders that received free delivery will be subject to a deduction of £4.99 to cover the initial postage cost.
Refunds
Please allow up to 14 days for us to process your refund. During peak periods, this may take longer. Refunds will be credited back to the original payment method, excluding any discounts and postage costs.
Faulty Returns
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.
Kayaks
All kayaks must be approved by True North Sailing and returned in an unused, unassembled condition, with all original packaging still sealed. The buyer is responsible for returning the kayak within 14 days of approval. A deduction of £30 will be applied to all returned kayaks for a refund, to cover the initial courier cost.
Electric outboard Motors
No returns are accepted for Electric outboard motors unless faulty.
Rope
Please note that rope cannot be returned unless it was supplied incorrectly by True North Sailing.
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 you find any fault with the kayak, please email True North Sailing at sales@truenorthsailing.co.uk with as much detail and images of the issue as possible. True North Sailing will arrange for the kayak to be collected for inspection. If the kayak is found to be not faulty, the customer will be responsible for the delivery cost to return the kayak and a fee of £30 for the return courier charge. In case of a fault, 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 at sales@truenorthsailing.co.uk with as much information as possible about the fault and images. 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, and there will be a fee of £30 for the return courier charge, which will be covered by the customer. If a fault is found on inspection, True North Sailing will arrange for a replacement or refund.
Christmas Returns
Any purchase made between 1st November and 24th December 2022 can be returned up until 16th January 2023, provided that the original packaging and tags are intact and the order is unused and returned in the same condition as sold.
To request a return, you must first obtain approval from True North Sailing. This can be done by logging into your account or emailing sales@truenorthsailing.co.uk. Please note that returns will not be approved or processed by telephone.
Return address:
CoMech – True North Sailing
10-12 Castings Road
Sir Francis Ley Industrial Estate
Derby
DE23 8YL
Please refer to the table below to see which cookies are in use on our site.
COOKIE NAME | PROVIDER | TYPE | EXPIRY |
[SessionID] | paypal.com | HTTP | 1 day |
First found URL: https://www.trunorthsailing.co.uk/cart?action=show Cookie purpose description: Unclassified Initiator: Script tag Source: https://www.truenorthsailing.co.uk/cart?action=show | |||
__paypal_storage__ | truenorthsailing.co.uk | HTML | Persistent |
First found URL: https://www.truenorthsailing.co.uk/cart?action=show Cookie purpose description: Used in co n text with the PayPal payment-function on the website. The cookie is necessary for making a safe transaction through PayPal. Initiator: Script tag Source: https://www.truenorthsailing.co.uk/ | |||
akavpau_ppsd | paypal.com | HTTP | Session |
First found URL: https://www truenorth sailing co.uk/cart?action=show Cookie purpose description: This cookie is provided by Paypal. The cookie is used in context with transactions on the website – The cookie is necessary for secure transactions. Initiator: Script tag |
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 £3.99 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 £3.99 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.