Returns and Refunds

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

Returns

At True North Sailing, our goal is your complete satisfaction with every purchase. If you wish to return your order, please inform True North Sailing by email at sales@truenorthsailing.co.uk within 14 days from the date of receipt of goods. Once you have notified us, you have an additional 14 days to return the goods for a full refund, excluding any discounts and delivery charges. Failure to adhere to this procedure may result in your return not being accepted and returned back to the customer, the customer will be responsible for covering the postage costs for the return.

We aim to process returns promptly, but kindly allow up to 14 days for your refund to be completed.

Please follow these guidelines to ensure a smooth return process

For orders dispatched by Royal Mail

• Refer to your dispatched email for the tracked returns portal link. You can locate this at the bottom of this email.
• Search for True North Sailing and complete the returns form.
• This will generate a tracked label or QR code
• Pack the item securely and attach the label. Take your parcel to your nearest post office
• For QR codes, simply present it at the post office for scanning and label generation.
• You will receive tracking

Please note that all tracked returns will incur a £4.99 reduction from the refund.

Orders that received free delivery at the time of purchase will be subject to a deduction of £4.99 to cover the initial postage cost.

Returned items must be unused and in their original condition, including all packaging and labels/tags.

Returns will not be approved or processed by telephone.

If you’re unable to locate your tracked returns email, click here – Tracked Returns | Royal Mail Group Ltd

For orders dispatched through alternative couriers,

Please contact True North Sailing via email at sales@truenorthsailing.co.uk for return instructions.

All returned goods undergo a thorough inspection by our team. If we determine that the item has been used or is not in its original condition with tags, packaging, and labels intact, we will contact you to discuss the options. Please note that in instances where items show signs of use, no refund will be provided.

Refunds

At True North Sailing, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not entirely happy with your order, our refunds policy is here to assist you.

Processing Time:
Please allow up to 14 days for us to process your refund. During peak periods, this may take longer. We appreciate your patience as we diligently work through the refund process.

Refund Method:
Refunds will be credited back to the original payment method, excluding any discounts and postage costs. In cases where refunding to the original payment method is no longer available or feasible, True North Sailing reserves the right to offer the refund in the form of a gift voucher. This voucher can be redeemed on our website for future purchases.

Items Purchased with Gift Vouchers:

Items purchased using gift vouchers are eligible for returns, subject to the terms outlined in our general return policy. Please note that items purchased with gift vouchers are not eligible for cash refunds. Instead, refunds for such items will be issued in the form of a new gift voucher. 

Exchanges

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. Please inform True North Sailing by email at sales@truenorthsailing.co.uk with your order number and the item you wish to exchange your order for so we can check our stock availability. Once we have confirmed your exchange, please follow the next steps.

Here’s how our exchange process works:

• Refer to your dispatched email for the tracked returns portal link. You can locate this at the bottom of this email.
• Search for True North Sailing and complete the returns form.
• This will generate a tracked label or QR code
• Pack the item securely and attach the label. Take your parcel to your nearest post office
• For QR codes, simply present it at the post office for scanning and label generation.
• You will receive tracking
• Once received by us, please allow up to 7 days for the exchange process.
• Please email sales@truenorthsailing.co.uk with the items, size or colour you wish to exchange your order for.

Customers are responsible for arranging and covering the cost of returning goods for exchange. We offer a tracked returns service for customer convenience, available at a fee of £4.99, which must be paid prior to the exchange being processed. If a customer utilizes this service and later decides to cancel the exchange for a refund, the £4.99 fee will be deducted from the refund amount. There are no additional charges for posting the exchange to the customer.

Exchanged items must be unused and in their original condition, including all packaging and labels/tags.

In the event that your exchange item is out of stock, we will promptly contact you to discuss the timeframe for the exchange. If the suggested timeframe is not suitable and you prefer a refund, an additional deduction of £4.99 will be applied to cover the return cost, aligning with our returns policy. 

If you’re unable to locate your tracked returns email, click here – Tracked Returns | Royal Mail Group Ltd

Cancellations

If you’ve mistakenly placed an order and wish to cancel it, kindly contact True North Sailing promptly via email at sales@truenorthsailing.co.uk or by phone. We’ll make every effort to cancel your order from our system and refund the full amount. Please note, once an order has been processed and dispatched, cancellation becomes impossible.

Should you receive your order and still wish to return it, please follow our returns procedure. Upon the order’s safe return, a refund will be issued. Please be aware that postage costs are non-refundable. Additionally, if the order value initially qualified for free delivery during checkout, a postage fee of £4.99 will be deducted from the refund amount.

Faulty Returns

If the item you’ve received is faulty, please inform us in writing by email or through the contact us page. Faulty returns must be initiated within the first 30 days from the purchase date. We recommend providing photographic evidence to expedite resolution and potentially avoid the need for a return.

For items requiring inspection, we will authorise a free return to True North Sailing. However, if the fault is unclear or not immediately apparent, we may need to return the item to the manufacturer for assessment. Rest assured; we’ll represent your interests to ensure a fair resolution.

If the item is deemed faulty, we will offer a replacement or provide a refund equivalent to the value of the purchased goods.

When applicable, we’ll reimburse reasonable return postage expenses, up to the amount initially charged for delivering the parcel to you. Please note, True North Sailing cannot be held accountable for excessive return postage fees. We strongly advise verifying any potential costs in advance.

In the event that a detailed inspection determines the item isn’t faulty, we will notify you of this decision. You will then have the option to decide on the return process. The customer will be responsible for any expenses incurred for returning the goods. For facilitating the return, a fee of £5.99 will be charged

International Returns

Prior authorisation from True North Sailing is required for all international returns.

Customers are responsible for arranging and covering the cost of return postage for items being sent back from outside the United Kingdom.

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.

Return address:

CoMech – True North Sailing

10-12 Castings Road

Sir Francis Ley Industrial Estate

Derby

DE23 8YL

Extended Christmas Returns:

Any purchase made from the 25th of November 2024 and the 6th of January 2025 can be returned for a refund. Returns that don’t meet our returns terms and conditions may not be refunded. 

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