Refund Policy
Return & Refund Policy
Order Confirmation
By placing an order with NorthGallery, you confirm that you have read, understood, and agreed to this Return & Refund Policy before completing your purchase.
By submitting your order, you acknowledge that:
- You have reviewed and accepted the return conditions and applicable timeframes.
- You agree to follow the return procedure described in this policy.
- In the event of a payment dispute or chargeback, this policy, together with order records, shipment tracking, and customer correspondence, may be used as supporting evidence.
Returns
We want you to shop with confidence. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the conditions below are met.
Return Requirements
To qualify for a return:
- The product must be unused, unworn, and unwashed.
- Items must be returned in their original packaging whenever possible.
- Products may only have been handled to the extent necessary to inspect them.
- Return shipping costs are the responsibility of the customer unless otherwise required by law.
- Once received and inspected, eligible returns are typically processed within 7 business days.
NorthGallery reserves the right to decline returns if products show signs of misuse, excessive wear, accidental damage, or any condition inconsistent with normal product inspection.
How to Request a Return
To start a return request, please contact our Customer Support team within 30 days of delivery.
Email: info@north-gallery.com
Please include the following information:
- Your order number.
- Your full name.
- Your delivery address.
- The reason for your return request.
- Photos of the item if it is damaged or defective.
Please wait until you receive return authorization and shipping instructions before sending your package.
Returns sent without prior approval or to an unauthorized address may be refused or delayed.
For your protection, we strongly recommend using a shipping service that provides tracking information and keeping your proof of postage until the return has been completed.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery.
Contact us at:
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs or a short video showing the defect.
After reviewing your request, we may:
- Send a replacement item.
- Offer another suitable resolution.
- Determine that returning the defective product is unnecessary, depending on the circumstances.
Approved replacements are generally shipped within 7 to 14 business days, subject to product availability.
Lost Shipments
If your package appears to be lost during transit, please contact our support team as soon as possible.
When contacting us, include:
- Your order number.
- Your tracking number.
We will investigate the shipment with the carrier and, where appropriate, arrange a replacement or refund once the package has been officially confirmed as lost.
If a package is refused by the recipient, remains unclaimed, or is returned because an incorrect shipping address was provided, an administrative fee of CAD $35 may be deducted from any eligible refund to cover shipping and handling costs.
Order Cancellations
Customers may request cancellation of their order before it has entered the shipping process.
Because our fulfillment system processes orders quickly, we cannot guarantee that cancellation requests submitted after processing has begun can be accommodated.
If your order has already been dispatched, you may request a return after receiving the package in accordance with this policy.
To request a cancellation before shipment, please email:
Customers are responsible for return shipping costs where applicable.
Chargebacks and Payment Disputes
If you experience any issue with your purchase, we kindly ask that you contact NorthGallery before initiating a payment dispute or chargeback.
Our support team is committed to resolving concerns fairly and efficiently.
If a chargeback is initiated, we may provide the payment provider with documentation including:
- Order confirmation.
- Shipment tracking information.
- Delivery confirmation.
- Communication history.
- Product photographs where applicable.
Filing a chargeback without first contacting our support team may prolong the resolution process and may affect eligibility for future purchases.
Additional Information
Please note the following:
- Approved returns are shipped to our designated international return facility at the customer's expense.
- NorthGallery is not responsible for delays caused by shipping carriers, customs authorities, or import procedures.
- Products that cannot be returned for hygiene reasons must be unused and in sanitary condition.
- Return shipping costs and any applicable handling fees are non-refundable unless otherwise required by applicable consumer protection laws.
Contact Us
If you have any questions regarding this Return & Refund Policy or require assistance with a return request, please contact our Customer Support team.
NorthGallery
Email: info@north-gallery.com
We are always happy to assist you and will do our best to provide a prompt and satisfactory resolution.