Refund & Return Policy

At New North Collection, we take pride in creating thoughtful, personalized gifts with care and attention to detail. Because many of our products are custom-made, we kindly ask that you review our return policy below.

1. Returns

• We accept returns only for damaged, defective, or incorrect items.
• Personalized or custom products are non-returnable, unless there is a clear error on our part.
• To request a return, please contact us within 7 days of delivery at hello@newnorthcollection.co.za with your order number and photos of the issue.

2. Refunds

• Once your return is approved, we’ll issue a refund to your original payment method or offer a replacement.
• Refunds may take 5–7 business days to reflect, depending on your bank.
• Shipping costs are non-refundable unless the error was ours.

3. Exchanges

• We do not offer exchanges for personalized items.
• For non-custom products, exchanges may be considered on a case-by-case basis.

4. Order Cancellations

• Orders can be cancelled within 12 hours of placement, provided production has not begun.
• To cancel, email us promptly with your order number.

5. Contact

For any questions or concerns, reach out to:
📧 hello@newnorthcollection.co.za 📍 Cape Town, South Africa