Returns & Cancellations
Due to the custom nature of many of our products, we do not accept returns except for faulty or incorrectly described items. For authorised non-fault returns the customer pays return postage and a 25% restocking fee applies. To start a return email info@northernflags.com
with your order number.
Summary (short)
Due to the custom nature of many of our products, we do not accept returns except where items are faulty or not as described. If we agree to accept a non-fault return, the customer is responsible for return postage and a 25% restocking fee will apply.
Your statutory rights
If you are a consumer (not a business), you retain any statutory cancellation or consumer protection rights that apply in your country (for UK customers this normally includes the 14-day “cooling-off” right for distance purchases where applicable). Faulty or incorrectly supplied goods are always covered by your legal rights.
How to cancel or start a return
- Email info@northernflags.com with your order number and a short reason. (If you prefer, use our Contact Us page.)
- For faulty items please include photos and explain the defect so we can respond quickly.
- If we authorise a non-fault return we will provide return instructions; the customer pays return postage unless we say otherwise.
Faulty or incorrect items
If your item is faulty, damaged or not as described, contact us immediately with photos and your order number. We will arrange a repair, replacement, or full refund and we will cover reasonable return postage for faulty items.
Refunds timing and method
We process refunds to the original payment method. Refunds for authorised returns will be issued within 14 days of us receiving the returned goods or within 14 days of receiving proof of postage, whichever is sooner.
Restocking fee
For any agreed non-fault returns a 25% restocking fee will be deducted from the refund to cover inspection, repackaging and handling.
Exchanges
We do not accept exchanges. Faulty or incorrectly supplied items will be repaired, replaced or refunded with photos and your order number.
Exceptions (custom / bespoke items)
Custom-printed, bespoke or made-to-order items cannot be returned unless they are faulty or not as described. Please check product pages for product-specific return notes before ordering.
Contact us
To begin a return or cancellation, email info@northernflags.com with your order number. For general enquiries use our Contact page.