Refund policy

Returns, Refunds and Cancellations

Last updated: 31 October 2026

NorthTern sells clothing and accessories printed to order. For help with a cancellation, return or faulty item, email hello@northtern.com with your order number.

Cancelling an order

Please contact us as soon as possible if you wish to cancel or change your order. We will try to accommodate your request before production begins.

Once production has started, we may be unable to stop or change the order. This does not affect any statutory right you have to return an eligible item after delivery.

Returns

For standard, non-personalised products, you can notify us that you wish to return your purchase within 14 days of receiving it. You then have a further 14 days to send it back.

Email hello@northtern.com for return instructions and the correct return address. Do not send items to the address on the parcel without checking with us first.

You are responsible for return postage when returning an item because you changed your mind or selected the wrong size or colour.

You may inspect an item as you would in a shop. We may deduct an amount for any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Please include the original packaging where possible.

Personalised items

Items made to your individual specifications, such as products printed with your own name, text or image, may be excluded from change-of-mind returns where permitted by law.

This exclusion does not apply to faulty, damaged or incorrectly supplied items.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty or different from what you ordered, contact us promptly with your order number and clear photographs of the item and the issue.

Please report delivery damage or printing problems within 30 days of delivery where possible, so we can resolve the issue promptly with our production partner. This request does not limit your statutory rights or legal claim periods.

We will provide an appropriate remedy, which may include a replacement or refund. You will not be responsible for necessary return postage for a confirmed faulty or incorrectly supplied item.

Refunds

Approved refunds are issued to the original payment method.

For eligible cancellations under the 14-day returns policy, we refund the returned items and the applicable standard outbound delivery charge. Any extra amount paid for an upgraded delivery service is not refundable.

We will issue the refund within 14 days of receiving your cancellation notice, but may withhold it until we receive the returned goods or evidence that you have sent them back, whichever comes first.

Your payment provider may take additional time to display the refund.