Here at North Supply Online our aim is to make the returns process as simple as possible.
Please log into your account and navigate to the relevant order to initiate your return request. Within the order use the green returns icon which will navigate you to the product returns form for completion. Then complete the returns form ensuring any relevant information is provided in the “faulty or other details” text box.
Please ensure you have ticked that you have “read and agree to the Terms and Conditions” and submit your form to obtain your RMA number which will be sent to you by email.
You can check to ensure your return has been logged through the returns history under your account. The status will initially show awaiting products.
Products declared as faulty will be checked by us and / or the manufacturer (if applicable). If the product is NOT found to be faulty it will be returned and an administration fee will be raised. Depending on the manufacturer and fault, RETURNS CAN TAKE UP TO A FEW WEEKS TO COMPLETE, and refunds / replacements can only be given at this point. However rest assured that North Supply Online will do everything possible to expedite the returns process.
Please note that it is your responsibility to return the goods to us by reputable carrier and that the risk of the Products in transit rests with you.
Upon receipt of your returned goods you will be contacted by a member of staff from North Supply Ltd to advise you of the action to be taken and any associated costs or refunds as applicable in line with our Terms and Conditions below.
The following extracts have been taken from North Supply Online’s Terms and Conditions relating to returns:
5.11 Please note that any Products returned to us which you claim to be defective will be checked and verified by our technicians. Any returned Products that are not found to be defective will be returned to you. A standard charge will be levied to cover transport, technical and administration costs. This charge will be quoted in advance by email and the charge will be collected via your original payment method or we will hold the Products until full payment has been received by us for the return transport, technical and administration costs.
5.12 Any Products that you return to us are returned at your own risk, therefore you should take reasonable care that any Products to be returned are fully insured, correctly addressed and adequately packed and, if it is agreed by us that you are returning them yourself rather than using our returns collection service, carried by a reputable carrier.
5.13 For Products to be exchanged/replaced, any additional payments required will be taken from you using the same payment method as for the original purchase made by you. Replacement Products will not be despatched until such payment has been received.
5.14 Any refunds given under this Contract will only be made using the same payment method from which payment for the Products was received.
5.15 Where we agree to accept unwanted Products back from you we reserve the right to charge you a re-stocking fee of 20% which you agree to pay upon re-stocking. Any such returned Products must be unopened and in a fully resalable condition and if they are not or you have not paid the re-stocking fee we may refuse to accept the Products back. You have 5 working days in which to return unwanted Products. NS prefix products found to be faulty after 30 working days of purchase will only be replaced, and only if they fall within the product warranty period.
5.16 No non-faulty returns will be accepted for electronic software downloads unless you inform us within 5 days of receipt of the item and it can be proven that the license Key has not been viewed. For faulty product, returns will only be accepted if the product itself is deemed to be defective by the manufacturer in accordance with the End-User License Agreement or it can be proven that the License Key has not been exposed. North Supply Online will replace any damaged or non-conforming Software Product Key upon receipt of the manufacturer’s confirmation that the item is faulty.