Refund policy
At True Northern Essentials, your satisfaction is our top priority. If you are not completely pleased with your purchase, we’ve designed our return process to be clear, straightforward, and transparent.
30-Day Return Guarantee
We offer a 30-day return window starting from the date you receive your order. This policy is provided in addition to any rights you may have under applicable Canadian consumer protection laws.
Eligibility Requirements for Returns
To qualify for a refund, your item must meet the following conditions:
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Timeframe: You must initiate your return request within 30 days of delivery.
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Condition: The item must be unused, unworn, and in the same condition in which it was received.
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Packaging: All items must be returned in their original packaging, including all tags, labels, and accessories.
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Inspection: Returned items must not be damaged or altered beyond what is necessary to verify fit or functionality.
Note on Sustainability: At True Northern Essentials, we believe every item deserves a second chance. Eligible returned products are lovingly donated to support communities in need, giving them a new life and purpose.
How to Initiate a Return
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Contact Us: Email us at support@truenorthernessentials.com before shipping any items. Please include your order number and the reason for your return. Returns sent without prior authorization may experience significant delays or be refused.
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Receive Instructions: We will respond within 24 hours with detailed instructions and the confirmed return address.
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Ship the Item: Package the item securely. We strongly recommend using a trackable shipping method, as we cannot be held responsible for items lost or damaged during return transit.
Return Address: 3711 Keele St, Toronto, ON M3J 1N1, Canada (Please only ship to this address after receiving confirmation from our team).
Return Shipping Costs
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Customer Responsibility: Customers are responsible for arranging and paying for the return shipping costs.
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Non-Refundable: Return shipping costs are non-refundable, except in cases where the item received was damaged, defective, or incorrect upon arrival.
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No Restocking Fees: We do not charge any restocking fees.
Refund Process
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Inspection: Once we receive your returned item, our team will inspect it to ensure it meets our eligibility requirements.
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Confirmation: You will receive an email notifying you whether your refund has been approved or denied.
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Processing Time: If approved, your refund will be applied to your original method of payment within 10 business days.
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Bank Processing: Depending on your financial institution, it may take an additional 5 to 15 business days for the credit to appear on your statement.
If you haven’t received your refund:
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Check your bank account/credit card statement again.
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Contact your payment provider (PayPal, Visa, etc.).
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If you still need assistance, reach out to us at support@truenorthernessentials.com.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery. If you receive an item that is damaged, defective, or incorrect, contact us right away. We will prioritize your request and provide a prompt resolution, such as a full refund or a free replacement.
Exchanges
We do not offer direct exchanges. To get a different item or size quickly, please return your original item for a refund and place a new order at your convenience.
Non-Refundable Items
For hygiene and safety reasons, the following items are not eligible for return or refund unless they arrive damaged or defective:
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Personalized or custom-made items.
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Optional: Add any hygiene-sensitive items here (e.g., earrings, opened cosmetics) if applicable.
Contact Information
Store Name: True Northern Essentials
Registration Number: 83310649
Headquarters: Zwedenhof 10, 1363 DP, Almere, Flevoland, Netherlands
Warehouse (Returns): 3711 Keele St, Toronto, ON M3J 1N1, Canada
Email: support@truenorthernessentials.com
Phone: +1 (438) 805-8700
Customer Service Hours: Monday to Friday: 9 am – 9 pm (EST)
Saturday and Sunday: Closed