1.- Order cancellation

Orders can only be cancelled before they are handed over to the transport company, at no additional cost. If the order has already been shipped, the transport costs will not be refunded.

To request a cancellation, the customer must send an email to info@northdeco.com as soon as possible, stating the order number.

We try to handle orders as quickly as possible, so the cancellation must be requested before the order is handed over to the carrier. If the order has already been shipped when we receive the request, it will not be possible to cancel the shipment or refund the transport costs.

2.- Return conditions

Our returns policy states that products can be returned as long as they are in perfect condition, unused, clean and, as far as possible, in their original packaging. Products must also show no signs of assembly. If the returned products do not meet these conditions, the return will not be accepted. Please note that the refund or exchange will not be made until the goods are received at our facilities.

Customers have 14 calendar days to exercise their right of withdrawal from the contract, without having to give any reason. This period starts on the day the customer, or a third party authorised by them other than the carrier, takes physical possession of the goods.

If the customer needs a withdrawal period other than the 14 calendar days, they must tell us when placing the order so that different conditions can be approved. Once the 14 calendar days have passed, we will not accept returns for withdrawal, unless the product has not been handled and shows no serious signs of assembly or use that could reduce its value.

To exercise the right of withdrawal, the customer must notify us by email at info@northdeco.com before returning any product, so that there are no problems with processing, our team can track the arrival of the goods, and we can give you the return address.

There are 2 ways to do this:

1. Send an email to info@northdeco.com with your name and address, your order number, the date you received the order, the delivery note number and the number of items to return.
2. Request the return directly from your account: find the order you want to return and start the return process there.

We accept all returns that meet the following requirements:

• The customer must notify the withdrawal within 14 days of the purchase.
• The item must be in the same condition in which it was delivered and in its original packaging, in perfect condition, with no signs of assembly or use. This means the product's seal must not have been tampered with in any way, including manuals, accessories and warranty documents. Items must also arrive protected and properly packed to avoid damage during return transport.
• The item or items must be properly packed so they are not damaged during return transport. If the requirements are not met, or if we find any damage, defect or sign of use on the product, we reserve the right to refuse the return or to deduct the estimated damage and the transport costs from the refund. The customer is responsible for any loss of value of the goods resulting from handling beyond what is needed to establish their nature, characteristics and functioning.
• The customer pays the shipping costs of the return. These vary depending on the weight and volume of the product and the transport company chosen.
• If the customer exercises the right of withdrawal, we will refund all payments made, except the shipping costs. The refund will be made without undue delay and in any case within 14 calendar days from the date we receive the returned product at our facilities.
• Once we receive the item and confirm that it is in suitable condition, we will refund the amount using the same payment method used for the purchase, deducting the amounts mentioned and paying the remaining difference. If, at the customer's request, we agree to arrange the return with the transport company, the customer will be informed in advance of the costs and the amounts to be refunded.

Important information: Once you receive your order, please keep the box for 14 days so that you can make an exchange or return. If the packaging is damaged, note it on the transport company's delivery note. This is essential for handling any later claim in case of breakage.

If a product is broken or defective when the customer receives it, we reserve the right to decide whether to refund the amount paid or replace it with a new one in perfect condition.

If the defect appears later, the case will be assessed under the applicable warranty and returns regulations and the steps they set out will be followed.

Special or personalised orders are excluded from return and withdrawal, except in the case of manufacturing defects. The following clause is considered included in special or personalised orders:

Special orders are the supply of goods made to the customer's/user's clearly personalised specifications, given by email or by phone, whose specifications differ from the products, colours or features normally kept in stock in our web catalogue.