1. Goods Found Damaged, Short, or Non-Delivered

1.1 Reporting Damaged or Short Deliveries

• Timeframe: Claims for short delivery or damaged items must be made in writing within 48 hours of receiving the delivery.
• Details Required: Include the order number, invoice number, date of purchase, and product code when making a claim.

1.2 Non-Delivered Goods

• Contact Us: If your order hasn’t arrived within 5 working days from the dispatch date, contact our customer services at +44 (0) 1733 396 574 or email sales@norposh.co.uk.
• Required Information: Provide your order number, invoice number, date of purchase, and product code.

1.3 Claim for Refund or Exchange

• Right to Claim: Customers can claim a refund or exchange within 30 days of purchase. We reserve the right to investigate claims of damaged goods to determine if the damage occurred during transit or after delivery.
• Postage Costs: The buyer pays the return postage cost for damaged goods, which may be reimbursed if the claim is successful.
• Company Responsibility: If short delivery or non-delivery is due to our mistake or that of our courier, we will cover the postage or any additional costs for redelivery. For non-delivery claims, we may investigate to determine the cause and may charge for redelivery if it was due to incorrect details provided by the customer.

2. Non-Faulty Goods

2.1 Return Conditions

• Eligibility: Returns must be made within 30 days of delivery or collection, with goods in complete, unused condition, in original packaging, and with any accessories or promotional items.
• Return Costs: The buyer is responsible for all return shipping costs.
• Damage: If returned goods are found to be damaged due to customer fault, we may refuse a refund or exchange.

2.2 Refund Process

• Inspection: Upon receipt and inspection of returned items, we will refund the purchase price, minus any discounts.
• Handling Fee: We reserve the right to charge a handling fee, which varies by item.

3. Faulty Goods

3.1 Conditions for Faulty Goods

• Eligibility: Faulty items must be returned for a full refund of the purchase price if:
  • The fault is a manufacturing defect.
  • The customer has not attempted to repair the item.
  • The fault did not occur due to non-compliance with the instruction manual.
  • The warranty is still valid (typically 6 months from purchase).

3.2 Refund or Exchange Rights

• Timeframe: Customers can claim a refund or exchange for faulty goods within 30 days of purchase. After 30 days, but within the warranty period, customers can claim an exchange or repair.

4. How to Make a Return

4.1 Initiating a Return

• Contact Us: Before returning any goods, contact our customer service team at +44 (0) 1733 396 574 or sales@norposh.co.uk to initiate the return process.
• Return Authorization: Obtain a return authorization number and instructions on how to return the item(s).

4.2 Packaging and Shipping

• Proper Packaging: Ensure that the returned items are properly packaged to prevent damage during transit.
• Shipping Address: Return the items to the address provided by our customer service team.

5. Refund Processing

5.1 Inspection and Approval

• Inspection: All returned items will be inspected upon receipt.
• Approval: If the return is approved, a refund will be processed within 7-10 business days.

5.2 Refund Method

• Original Payment Method: Refunds will be issued to the original payment method used at the time of purchase.

5.3 Communication

• Confirmation: You will receive a confirmation email once the refund has been processed.

Note

We strive to support our customers fully. For any claims or complaints, please contact our customer service as soon as possible for a resolution. We respect our customers’ rights and aim to provide maximum support.