Refund policy

Last Updated: 22 August 2026

Thank you for shopping with Northline Home Ltd, trading as Northline Home. If you are not completely satisfied with your purchase, we are here to help. Please read our returns and refund policy carefully.

This policy applies to: United Kingdom and United States

30-Day Return Window

You may return your item(s) within 30 days of receiving your order.

To be eligible for a return, the item must:

Be unused and in original condition
Include all original packaging, tags, and accessories
Be accompanied by proof of purchase (e.g., order number or receipt)
Not have been installed, wired, electrically connected, or used.

Important: Please inspect your lighting product carefully before installation. Once a product has been installed, wired, electrically connected, or used, it is not eligible for a customer-initiated change-of-mind return.

How to Make a Return

Step 1 — Contact us:

Email us at contact@northline-home.com

within 30 days of delivery with:

Your order number
Reason for return
Photos (if the item is damaged or faulty)

We will respond within 1 business day (Mon–Fri) with a Return Merchandise Authorisation (RMA) number and return address.

Step 2 — Send your item back:

Once your return is authorised, please send your item to the address provided in your RMA confirmation email using a trackable delivery service of your choice.

Retain your proof of postage once dropped off
We cannot accept responsibility for returns lost in transit without proof of postage
Return shipping costs are the responsibility of the customer, except where the item is faulty, damaged, or incorrectly sent

Step 3 — Refund issued:

Once your return is received and inspected, your refund will be processed within 7 business days (Mon–Fri)
Refund method: Refunds are issued back to the original payment method used for your purchase.

Return Costs

For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
For customer-initiated returns (including change-of-mind returns), return shipping costs are the responsibility of the customer, and the 15% restocking fee will be deducted from the refund.
Original Shipping Charges: For customer-initiated returns, original shipping charges are non-refundable, except where applicable law requires otherwise.

Restocking Fee

A 15% restocking fee applies to eligible customer-initiated returns, including change-of-mind returns.

The restocking fee is calculated as 15% of the returned product price and will be deducted from the refund.

The restocking fee does not apply to eligible returns involving products that are defective, damaged, or incorrectly supplied.

Where applicable law prohibits or limits a restocking fee, the applicable legal requirements will take precedence.

Damaged or Incorrect Items

If you have received an item that is damaged or incorrect, please email contact@northline-home.com with photos documenting the issue. Once verified, you can choose a free replacement or a full refund.

Non-Returnable Items

The following items cannot be returned:

Items marked as final sale or clearance at the time of purchase
Products that have been installed, wired, electrically connected, or used are not eligible for customer-initiated change-of-mind returns.

Note: This exclusion does not apply to items that are faulty, damaged, or incorrectly sent, which remain eligible for a full refund or replacement regardless of sale status.

Exchanges

If you would like to exchange an item, please contact us at contact@northline-home.com with the details of your request.

Our team will provide you with step-by-step instructions for completing the exchange.

To qualify for an exchange, items must be unused and returned in their original packaging and have all original tags attached.

Once your email has been received, we will guide you through the process and arrange the exchange accordingly.

Order Cancellations

You may cancel your order at any time before it has been dispatched by emailing contact@northline-home.com with your order number as soon as possible.

Before dispatch: Full refund issued within 7 business days (Mon–Fri)
After dispatch: Once delivered, please follow the standard return process. Eligible customer-initiated returns are subject to the applicable return shipping costs and 15% restocking fee. This does not affect your statutory rights.

Refund Timeline Summary

Situation	Refund Issued Within
Order cancelled before dispatch	7 business days (Mon–Fri)
Returned item received and inspected	7 business days (Mon–Fri)

Your Legal Rights

This policy does not affect your statutory rights. Your rights as a UK consumer are protected under the Consumer Rights Act 2015.

Need help or have questions?

Related Policies
Shipping Policy · Refund Policy · Privacy Policy · Terms of Service

Northline Home Ltd, trading as Northline Home

Registration Number: 16947825

Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Email: contact@northline-home.com

Phone: +44 7874 272427

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (London Time)

We will respond to your email within 1 business day (Mon–Fri), weekend messages answered on Monday.

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