Politique de remboursement
True Little North
Returns & Refunds
We take pride in our products, but we understand that mistakes can occasionally happen. Here is exactly how returns, refunds, cancellations and exchanges work.
30 Days
To request a return or exchange, counted from the day you receive your order. The same window applies to bulk and wholesale orders.
You Pay Return Shipping
Unless the item arrived damaged, defective or wrong, in which case we cover it
No Restocking Fee
We do not charge one on any retail return. On bulk and wholesale orders, any restocking fee is stated in your quote.
Your Choice
Store credit for the full amount, or a refund to your original payment method
Step by step
How A Return Works
01
Email Us
Contact hello@truelittlenorth.com within 30 days of receiving your order.
02
We Review
We confirm the item meets the return conditions and send you instructions.
03
Ship It Back
You arrange and pay for return shipping, unless the fault is ours. Wait for our instructions before sending anything.
Read this before you ship ↓
04
Refund Issued
Your confirmation email is immediate. If you chose a refund to your original payment method, the money usually appears within 1 to 3 business days, and up to 10 in rare cases.
Please read before you order
Who Pays For Return Shipping
You pay
If you changed your mind, ordered the wrong size, or no longer want the item. You arrange the courier and you cover the cost, and on larger furniture that cost can be significant. Please factor it in before you order.
We pay
If the item arrived damaged, has a manufacturing defect, or is not what you ordered. You will not pay anything to send it back, and there is no restocking fee on any retail return.
Not sure which applies to you? Email us and we will tell you honestly before you spend anything on postage.
Important, please read
Do Not Ship Anything To Our Warehouse
Our warehouse does not handle returns. If you send a package there without instructions from us, it may be lost, and we will not be able to refund it.
Always email us first and wait for the return instructions we send you. Every approved return is given a specific address and reference, and that is the only address you should use.
Damages & Issues
At True Little North™, we take pride in our products, but we understand that mistakes can occasionally happen. Please inspect your order immediately upon receiving it. If your items are defective, damaged, or you received the wrong items, contact us promptly at hello@truelittlenorth.com so we can resolve the issue for you.
Damaged In Transit
Please tell us within 48 hours of delivery and send photographs of the packaging and the item before you assemble anything. Carrier claims have short deadlines, so this window matters. We will replace the item or refund you, and you will not pay to send anything back.
Manufacturing Defect
Some faults only appear once an item is in use. If a defect in materials or workmanship shows up within 30 days of delivery, that is on us. Contact us with photographs and we will arrange a replacement or a refund at our cost.
Returns
If you would like to return a product, please contact us at hello@truelittlenorth.com within thirty (30) days of receiving your order.
Do not send anything back before we reply, and note that return shipping is at your expense unless the fault is ours.
Return Conditions
The item must be unopened, unused, and in its original packaging.
The product must be in perfect, resalable condition.
Important Information
Return Shipping Costs
You are responsible for arranging and covering the cost of return shipping, unless the item arrived damaged, defective, or was not what you ordered, in which case we cover it. On larger items such as beds and climbing frames this cost can be significant, so please consider it before ordering. Wait for our instructions before you post anything.
No Restocking Fee
We do not charge a restocking fee on any retail return. If your return is approved, you receive the full value of the item. On bulk and wholesale orders, any restocking fee is set out in your quote before you commit.
Return Approval
True Little North™ reserves the right to approve or deny a return if it does not meet the specified conditions.
Non Compliant Returns
Items that do not comply with our return conditions will either be returned to you at your expense or donated to a local charity.
Refund Options
We offer refunds as store credit for the full amount. Alternatively, we can issue a refund via the original payment method.
Please note: after thirty (30) days from the date you received your order, we regret that we cannot offer a refund or exchange.
Bulk & Wholesale Orders
Orders placed by schools, childcare centres, businesses and other organisations follow the same thirty (30) day window and the same return conditions as any other order. Three things work differently, and all three are confirmed with you in your quote before you commit.
Return Freight Is At Your Cost
Bulk orders travel as multi carton or palletised freight, and a change of mind return travels back the same way. You arrange and pay for that freight, and on a pallet it is a considerably larger figure than a single parcel. Please account for it before you place the order. If the fault is ours, whether the goods arrived damaged, defective or incorrect, we cover the return in full exactly as we would on any other order.
Restocking Fee Is Set In Your Quote
We do not publish a bulk restocking figure, because it depends on the products, the quantity and how they were supplied. Whatever applies to your order is written into your quote in advance. If your quote does not mention one, none is charged.
Custom And Made To Order Items
Items produced specifically for your order, for example a particular finish, size run or configuration that we do not hold as standard stock, are non-refundable once production has begun. We will always tell you clearly, in writing, before that point is reached. This does not affect your rights if a custom item arrives damaged, defective or not to the specification we agreed.
Returns Are Assessed Unit By Unit
Each unit must still be unopened, unused, in its original packaging and in perfect resalable condition. Units that have been opened, assembled or placed into service in a classroom or care setting cannot be returned for a change of mind.
Planning A Bulk Order?
We would rather talk it through than have you return anything. Tell us the space, the ages and the quantity, and we will quote it properly, with the return terms written in.
Bulk And Wholesale Orders
What Cannot Be Returned
Gift Cards
Gift cards are not returnable or refundable.
Final Sale Items
We do not run final sale as a general rule. On the rare occasion an item is final sale, it will be clearly marked as such on its product page before you buy.
Custom Bulk Items In Production
Made to order items on a bulk or wholesale order cannot be refunded once production has begun. We confirm that point with you in writing first.
When You Get Your Money
Your email confirmation is sent immediately once the refund is processed. What happens next depends on which option you chose.
Store Credit
Issued for the full amount and available to use straight away.
Original Payment Method
We release the refund immediately, but your bank controls when it lands. It typically appears within 1 to 3 business days, and in rare cases it can take up to 10 business days, depending on your bank and payment method.
Cancellation
Your order can be cancelled free of charge. You may choose to receive either store credit for the full amount, or a full refund. To cancel, contact us at hello@truelittlenorth.com.
Important: if your order has already been shipped, cancellation will not be possible. However, once you receive your order, you may apply for a return by following our returns policy above.
On bulk and wholesale orders, cancellation is free of charge up until production or dispatch begins. Where custom or made to order items are involved, cancellation is not possible once production has begun.
Orders paid with Afterpay or Klarna
All orders purchased using Afterpay or Klarna are subject to a 7% processing fee, which True Little North™ covers at checkout.
This 7% processing fee will not be refunded for cancelled or returned orders.
If you choose to receive store credit, we can offer you the original amount paid in full.
Exchanges
We accept exchanges if you are not satisfied with your purchase. Please notify us within thirty (30) days from the date you received your order. The new item or items will be shipped once we receive payment for any price difference, if applicable, and the returned product or products.
To be eligible for an exchange, the item must be unopened, unused, and in its original packaging, and the product must be in perfect, resalable condition.
Return shipping is at your expense for exchanges, unless the exchange is because the item arrived damaged, defective, or was not what you ordered. Wait for our instructions before you post anything.
We are here to help
Any Concerns With Your Order?
If you have any concerns or issues with our products, please do not hesitate to contact us. We are committed to assisting you.