Refund policy

Returns & Refunds Policy

NORTHWICK COMMERCE LTD

Last updated: 24 October 2026

At Northwick Commerce, we are committed to providing a transparent and reliable shopping experience. We want our customers to understand their rights and the procedures for returns, cancellations and refunds.

30-Day Returns

We offer a voluntary 30-day returns period from the date your order is delivered.

For change-of-mind returns under this voluntary policy, products should be unused, in their original condition and, where reasonably possible, returned with their original packaging and accessories.

This policy does not affect your statutory consumer rights.

How to Request a Return

To request a return, please contact:

Email: NorthvaleCommerce-Ltd@proton.me

Include your order number, the product you wish to return and a brief explanation of your request.

Our customer support team will provide return instructions and the appropriate return address.

Please do not send items to our registered office without receiving return instructions.

Change-of-Mind Returns

For voluntary change-of-mind returns, customers are responsible for direct return postage costs unless otherwise agreed.

For statutory cancellations, customers may be responsible for direct return costs where this was properly disclosed before purchase.

We do not charge restocking fees.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us promptly.

We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer protection legislation.

Where legally required, we will cover reasonable return costs.

Refund Processing

Once a returned item has been received and assessed, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

For voluntary returns, we aim to process refunds within 10 business days after approval.

Statutory refunds will be processed within the legally required timeframe.

UK Consumer Cancellation Rights

For most online purchases, UK consumers have the right to cancel within 14 days after receiving their goods, subject to applicable exceptions.

After notifying us of cancellation, consumers generally have a further 14 days to return the goods.

Where required by law, refunds will include the original standard delivery charge.

Statutory cancellation refunds will be issued within the applicable legal deadlines.

Statutory Consumer Rights

Nothing in this policy excludes or restricts your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer protection laws.