Refund Policy – Thenorthfane

At Thenorthfane, we understand that outdoor gear needs to fit your adventure perfectly—whether it’s a waterproof ski jacket for alpine slopes, a lightweight backpack for hiking, or a durable tent for camping. This Refund Policy outlines the terms, conditions, and steps for requesting and receiving refunds, ensuring transparency and fairness as you find gear that supports your journeys.

1. Eligibility for Refunds

To qualify for a refund, your request must align with the unique needs of outdoor gear shoppers and our commitment to quality:

Timeframe: You must initiate the refund request within 30 days of the delivery date (confirmed by your shipping tracking number). Requests submitted after this window will not be approved, unless the gear is damaged, defective, or incorrectly sent by Thenorthfane (see Section 4 for these exceptions).
Gear Condition: Returned items must be in their original, unused, and undamaged state—critical for ensuring safety and quality for all outdoor enthusiasts. This means:
No signs of use (e.g., no dirt, mud, or trail wear on hiking boots; no tent stakes used in soil; no waterproof jackets tested in rain).
All original packaging, tags, and included accessories (e.g., backpack rain covers, tent repair kits, gear storage bags) must be intact and returned.
Gear must not be altered, modified, or repaired (e.g., no sewing patches on jackets, no cutting backpack straps).
Exceptions: The following items are non-refundable, unless they arrive damaged or defective (due to our error):
Final sale items (clearly marked “Final Sale” on the product page).
Personalized gear (e.g., custom-embroidered backpacks, engraved camping mugs).
Gear that shows signs of “adventure use” (even minimal)—this includes items used on trails, slopes, or campsites, as outdoor gear’s performance and safety can be compromised after use.

2. How to Request a Refund

Follow these straightforward steps to submit a refund request—designed to minimize hassle, even if you’re prepping for an upcoming trip:

Initiate Contact: Send an email to our customer service team at [email protected] with the subject line “Refund Request ”. Include these key details to speed up processing:

Your full name and order number (found in your order confirmation email).
The name, SKU (if visible), and quantity of the gear you want to refund (e.g., “TrailBlaze Hiking Backpack – Size M”, “AlpineShield Ski Jacket – Color Black”).
A clear reason for the refund (e.g., “Backpack is too small for 3-day camping gear”, “Ski jacket doesn’t fit over base layers”, “Ordered a tent but received a sleeping bag”).
For damaged/defective gear: Attach 2-3 clear photos showing the issue (e.g., broken tent pole, torn backpack strap, leaking waterproof fabric) and a photo of the original packaging (if damaged during shipping).

Receive Return Instructions: Our team will review your request within 24-48 business hours. If approved, we’ll send you:

A pre-paid return shipping label (for U.S. orders) to cover return costs—no extra fees for you.
Gear-specific packing guidelines (e.g., “Roll sleeping bags tightly to avoid damage”, “Secure tent poles in their original case”) to ensure your item arrives safely.
For international orders: We’ll provide a return address, but return shipping costs may be your responsibility—unless the refund is due to our error (e.g., incorrect gear sent).

Ship the Gear Back: Pack the gear securely using the original box (if possible) or a sturdy alternative (e.g., a padded bag for delicate tent materials). Attach the pre-paid label and drop the package off at the designated shipping carrier location (e.g., UPS, USPS). Keep a copy of the shipping receipt and tracking number—this helps resolve issues if the package is lost or delayed.

3. Refund Processing Timeline

We work to process refunds as quickly as possible, so you can get back to finding the right gear for your adventure:

Inspection Period: Once your returned gear arrives at our warehouse, our team will inspect it within 3-5 business days to verify it meets eligibility criteria (unused, original condition, no damage from use). For technical gear (e.g., waterproof jackets, camping stoves), we may test basic functionality (e.g., water resistance) to confirm it’s unused.
Refund Initiation: If the inspection passes, we’ll initiate the refund to your original payment method within 1 business day of approval.
Refund Delivery: The time it takes for the refund to appear in your account depends on your payment provider:
Credit/debit cards: 5-7 business days (some banks may take up to 10 business days, depending on their processing cycles).
PayPal/Apple Pay/Google Pay: 2-3 business days (faster processing for digital payment methods).
Gift cards: Refunds to Thenorthfane gift cards will be issued as store credit and sent to your email within 1 business day—you can use this credit immediately for future gear purchases.

Note: We cannot speed up the processing time set by your bank or payment provider. If you don’t see the refund after the expected timeline, contact your payment provider first—they can confirm if the refund is pending.

4. Special Refund Scenarios

Outdoor gear has unique needs, so we’ve outlined clear solutions for common issues that affect your ability to adventure:

4.1 Damaged or Defective Gear

If you receive gear that’s damaged during shipping (e.g., crushed tent, torn jacket) or has a manufacturing defect (e.g., faulty zipper on a backpack, leaking camping stove), you’re eligible for a full refund (including original shipping costs)—no need to pay return fees. To qualify:

You must contact us within 7 days of delivery (not the 30-day general window)—critical for time-sensitive trips.
You must provide photos of the damage/defect and packaging (as noted in Section 2).
For severely damaged gear (e.g., a tent with broken poles that can’t be used), we may waive the return requirement and process the refund immediately after verifying the issue—so you can quickly order a replacement for your trip.

4.2 Incorrect Gear Shipped

If we accidentally send you the wrong item (e.g., the wrong size hiking boots, a sleeping bag instead of a tent), we’ll:

Cover all return shipping costs for the incorrect gear.
Process a full refund (if you don’t want a replacement) or send the correct gear for free (if in stock)—with expedited shipping if you have an upcoming adventure.
Resolve the issue within 3-5 business days of you contacting us—just reach out within 7 days of delivery to report the error.

4.3 Gear That Fails During First Use

Your safety is our priority. If Thenorthfane gear fails during its first legitimate use (e.g., a backpack strap breaks on your first hike, a waterproof jacket leaks in light rain), you may still qualify for a refund—even if the gear shows minor use. To request this:

Contact us within 14 days of delivery and describe the failure (e.g., “Backpack strap detached while carrying 10 lbs”).
Provide photos of the failed gear and a brief explanation of how it was used (e.g., “Used for a day hike on a paved trail”).
We may ask you to return the gear for inspection, then process your refund once the failure is confirmed to be a manufacturing issue (not misuse).

5. Refund Exclusions

The following scenarios are not eligible for refunds, to protect both our customers and the integrity of our outdoor gear:

Items returned after the 30-day window (unless covered by Section 4).
Gear that shows signs of use (e.g., dirt, wear, or damage from trails, slopes, or campsites).
Final sale items (marked “Final Sale” on the product page).
Gear damaged due to misuse, neglect, or improper care (e.g., a tent left out in a storm, a jacket washed in hot water).
Shipping costs for international returns that are not due to our error.
Refunds for gear lost or stolen during transit (contact the shipping carrier for claims—we’ll provide tracking information to assist).

6. Questions About Refunds

If you have questions about your refund status, eligibility, or the process—especially if you’re rushing to get gear for a trip—contact our customer service team at [email protected] with your order number and refund request details. We’ll respond within 24-48 business hours and keep you updated until your refund is resolved.

At Thenorthfane, we stand behind our gear and our commitment to outdoor enthusiasts. This Refund Policy is designed to be fair, transparent, and focused on getting you the right gear for your next adventure. We want you to feel confident in every purchase—and we’re here to help if something isn’t right.