Refund and Returns Policy

This Returns & Refunds Policy applies to purchases made from Northern Frights Ltd through northernfrights.shop.

Nothing in this policy affects your statutory rights under UK consumer law.

Shop Purchases – Your Right to Cancel

If you purchase physical goods online, you normally have the right to change your mind and cancel your order within 14 days of receiving your goods, without having to give a reason.

To exercise your right to cancel, you must contact us within this 14-day period at hello@northernfrights.co.uk.

Once you have notified us that you wish to cancel, you must return the goods to us within 14 days.

Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the cost of returning them.

You should take reasonable care of goods while they are in your possession. You may inspect goods as you would reasonably be able to do in a shop, but we may make a deduction from your refund if the value of the goods has been reduced because they have been handled more than necessary.

Please include your order number or other proof of purchase with your return.

Please contact us before returning an item so that we can provide the correct return instructions.

Items That Cannot Normally Be Returned for Change of Mind

The statutory right to cancel may not apply to certain products, including:

personalised, bespoke or custom-made products;
sealed goods which are not suitable for return for health or hygiene reasons once unsealed;
perishable goods;
digital content once supply has begun, where you expressly agreed to immediate supply and acknowledged that you would lose your right to cancel; and
other products or services excluded from cancellation rights under applicable consumer law.

Gift cards are non-refundable for change of mind, except where you have a statutory right to a refund.

This does not affect your rights where an item is faulty, damaged, not as described or otherwise does not comply with your statutory rights.

Faulty, Damaged or Incorrect Items

Your statutory rights are separate from the 14-day cancellation period.

If an item is faulty, damaged, not as described or not fit for purpose, please contact us at hello@northernfrights.co.uk with your order number and details of the problem.

Depending on the circumstances and applicable consumer law, you may be entitled to a refund, repair or replacement.

Where goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs where we require the item to be returned.

Event Tickets

Tickets for Northern Frights events taking place on a specific date or during a specific period are not subject to the standard 14-day cooling-off period applicable to many online purchases.

Unless otherwise stated at the time of booking, event tickets are non-refundable if you change your mind or can no longer attend.

Please make sure you are able to attend the event before purchasing your ticket.

If an event is cancelled by Northern Frights Ltd, ticket holders will be entitled to a refund in accordance with our Terms and Conditions and applicable consumer law.

Any ticket transfer or resale must comply with the terms applicable to that event. Please refer to our full Terms and Conditions for further information.

Nothing in this section limits any statutory rights you may have where Northern Frights Ltd fails to provide the event or service as contracted.

Refunds

Once we receive your returned goods, we will process any refund due to you in accordance with your statutory rights.

For a valid cancellation of an online purchase, we will refund the price paid for the goods and, where required by law, the cost of our standard delivery option.

If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.

We may withhold a refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Refunds will be processed without undue delay and within the timescales required by applicable consumer law.

Return Postage

If you are returning an item because you have changed your mind under your statutory cancellation right, you are responsible for the direct cost of returning the goods.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, we will arrange the return or reimburse reasonable return postage costs.

We recommend obtaining proof of postage when returning an item. For higher-value items, you may wish to use a tracked or insured service.

Please do not send products back to a manufacturer or supplier unless we specifically instruct you to do so.

Exchanges

If you would like to exchange an item because you ordered the wrong size, colour or product, please contact us. We are not required to offer an exchange for a change of mind, but where possible we may be able to arrange one.

Your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods are unaffected.

Late or Missing Refunds

If we have confirmed that a refund has been issued but you have not yet received it:

Check the original payment method or bank account.
Contact your bank or card provider, as processing times can vary.
If you have done this and the refund is still missing, contact us at hello@northernfrights.co.uk.

Gifts

Where a purchase was made by another person as a gift, any monetary refund will normally be made to the original payment method used to purchase the item.

Please contact us if you need to arrange the return of an item that was purchased for you as a gift.