Return Policy
At True North Lux, we aim to provide the best possible shopping experience. However, if you’re not satisfied with your purchase, you can return your items under the following terms and conditions.
Important Notes
- Return Costs: Please note that we do NOT offer free returns. All return shipping costs are the responsibility of the customer.
- Return Period: Returns must be initiated within 30 days of receiving your order.
Conditions for Returns
To qualify for a return, the following conditions must be met:
- Complete Order: All parts, components, and original packaging must be intact and in the same condition as received.
- Handling: The item shows no signs of damage due to careless handling.
- Hygiene Products: Products that involve hygiene must be thoroughly cleaned before returning.
- Defective Items: If the product is defective upon receipt, it can be returned.
- Shipping Charges: The customer is responsible for return shipping costs.
- Processing Time: Returns are processed within 7 working days of receipt. If the above conditions are met, the return will be officially acknowledged.
We reserve the right to refuse returns if items are used, damaged, or altered in ways beyond our control.
How to Initiate a Return
If your order meets the conditions above, please follow these steps:
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Email Us: Send an email to info@truenorthlux.com with the following details:
- Order number
- Reason for return
- A photo of the product (if it is damaged)
- Your full name and address
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Return Address: Wait for a response from our team with the return address. Please do not send returns to the original sender address.
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Shipping Costs: You are responsible for covering the return shipping costs.
Order Cancellations
As our system processes orders automatically, cancellations are only possible before your order is shipped. Once dispatched, cancellations cannot be processed until the goods are delivered and returned to us.
Right of Withdrawal
Customers who are natural persons (not purchasing for commercial purposes) have the right to withdraw from their purchase agreement within 14 days of receipt of their order.
Conditions for Withdrawal
- Inform us by email of your decision to withdraw from the purchase.
- The withdrawal process will be completed once we receive the returned items.
- The cost of returning goods is the customer’s responsibility.
Consequences of Withdrawal
If you withdraw from the contract, we will refund your payment, excluding delivery costs or additional fees for upgraded shipping options, within 14 days of receiving the returned items. Refunds will be issued using the same payment method unless otherwise agreed.
Important Information About Shipping
As our products ship from Asia, transit times may be longer than expected. If your order is already in transit, cancellation is not possible. Please wait until you receive the items before initiating a return. To expedite processing, we recommend providing a shipping confirmation when returning items.
All returns must be sent to our central warehouse in Asia at the customer’s expense.
Thank you for choosing True North Lux. If you have any questions or concerns, please contact us at info@truenorthlux.com, and our team will be happy to assist you.