Return and Refund Policy

You have 90 days from the date you receive your order to request a return.

To be eligible for a return, the item must be:

• unused and in the same condition you received it
• in its original packaging, where possible
• accompanied by your order number or proof of purchase

1. How to Start a Return

Do not send items back without contacting us first. Items sent back without an approved return request cannot be refunded, because our products ship from different fulfillment locations.

To start a return, email us at help.norrhall@hotmail.com with:

1. your order number
2. the item(s) you want to return
3. the reason for the return
4. photos of the item, if it is damaged, defective or incorrect

We will reply within [2 business days] with return instructions and the correct return address.

2. Damaged, Defective or Wrong Items

If your order arrives damaged, defective or is not what you ordered, contact us within [14] days of delivery with your order number and clear photos of the problem.

In these cases you do not pay anything. We will, at your choice:

• send you a free replacement, or
• issue a full refund, including original shipping costs

In most cases we will not ask you to send the item back.

3. Change of Mind Returns

If you simply changed your mind, you can return eligible items within the return window.

• Return shipping costs are paid by you, unless the item was damaged, defective or incorrect.
• Original shipping costs are non-refundable.
• We recommend using a trackable shipping service. We cannot refund items that are lost on their way back to us.

4. Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

• items marked as final sale
• gift cards
• personalized or custom-made items
• personal care, hygiene or intimate products that have been opened
  

5. Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved.

Approved refunds are issued to your original payment method within [5–10] business days. Depending on your bank or card issuer, it may take additional time before the refund appears on your statement.

If you haven't received your refund after 10 business days, first check with your bank or card issuer, then contact us at help.norrhall@hotmail.com.

6. Exchanges

The fastest way to get a different size or color is to return the original item and place a new order. For defective or damaged items, we will send a replacement free of charge.

7. Order Cancellations

You can cancel your order free of charge within 2 hours of placing it by emailing help.northbound@hotmail.com. Because orders are sent to our suppliers quickly, we cannot guarantee cancellation after this window. If your order has already shipped, you can return it under this policy once it arrives.

8. Lost or Late Orders

If your order has not arrived within 30 days of the estimated delivery date shown in our Shipping Policy, contact us and we will send a replacement or issue a full refund.

If tracking shows your order was delivered but you did not receive it, please check with neighbors and your local post office first, then contact us within [7] days so we can help.

9. Customers in the European Union

If you are a consumer located in the EU, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods without giving a reason. To use this right, contact us at help.norrhall@hotmail.com with a clear statement of your decision. We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal notice, although we may withhold the refund until we have received the goods back or you have provided proof of return. You bear the direct cost of returning the goods. These rights are in addition to this policy and are not limited by it.