Refund Policy

Thenorthfane Refund Policy

At Thenorthfane, we want you to be fully satisfied with your purchase of outdoor performance clothing and gear. If our products don’t meet your expectations—whether it’s a sizing issue, a defect, or a change of heart—we’re committed to processing your refund quickly and fairly. This Refund Policy outlines the conditions, timelines, and steps for requesting a refund, so you can shop with confidence for your next hiking adventure.

1. Eligibility for Refunds

To qualify for a refund, your item(s) must meet the following criteria:

Condition: The product must be unused, unworn, and unwashed, with all original tags, packaging, and accessories (e.g., rain jacket hoods, backpack straps, care labels) intact. Items showing signs of wear (e.g., scuffs from trails, fabric damage, faded colors) or altered in any way (e.g., cut tags, modified seams) will not be eligible for a refund.

Timeframe: You must initiate a refund request within 30 days of the delivery date (as confirmed by your shipping tracking information). Refund requests submitted after 30 days will be reviewed on a case-by-case basis (e.g., for manufacturing defects) but may be denied.

Purchase Source: The item must have been purchased directly from Thenorthfane’s official website (thenorthfane.com). Items bought from third-party retailers (e.g., outdoor gear stores, marketplaces like Amazon) must be returned to the original seller, per their refund policies.

Exceptions: Custom or personalized items (e.g., monogrammed hiking gloves, made-to-order backpacks) are non-refundable unless they arrive with a manufacturing defect. Final sale items (marked “Final Sale” on the product page) are also non-refundable.

2. How to Request a Refund

Follow these steps to start your refund process:

Submit a Refund Request: Email our customer service team at [email protected]:

Your full name and order number (found in your order confirmation email).

The name and SKU of the item(s) you want to return.

The reason for the refund (e.g., “wrong size,” “defective zipper,” “changed mind”).

Photos of the item (optional but helpful, especially for defects or packaging issues).

Receive Return Instructions: Our team will respond within 24–48 business hours with:

A unique return authorization (RA) number (required for processing your refund—do not ship items without this number).

A prepaid return shipping label (for domestic orders within the U.S.). For international orders, you will need to cover return shipping costs, and we recommend using a trackable shipping method (we are not responsible for lost or damaged international returns).

Ship the Item Back: Pack the eligible item(s) securely in the original packaging (or a similar protective box) and attach the prepaid label. Include a copy of your order confirmation or a note with your RA number and order details inside the package. Ship the item to the address provided in our return instructions—we recommend keeping a copy of the shipping tracking number for your records.

3. Refund Processing Timeline

Once we receive and inspect your returned item, we will process your refund according to the following timeline:

Inspection Period: Our team will inspect the returned item within 3–5 business days of delivery to our warehouse. We will verify that the item meets our eligibility criteria (unused, tags intact, etc.).

Refund Approval/Rejection: If approved, we will issue the refund to your original payment method (e.g., credit card, PayPal) within 1–2 business days of inspection. If rejected (e.g., item is worn, missing tags), we will email you with an explanation and arrange to ship the item back to you (at your cost, unless the rejection was due to our error).

Refund Credit Timeline: The time it takes for the refund to appear in your account depends on your payment provider:

Credit/debit cards: 5–7 business days (varies by bank).

PayPal: 1–3 business days.

Gift cards: Refunds will be issued as store credit to your Thenorthfane account within 24 hours of approval.

4. Refund Amounts

The amount you receive will depend on the type of refund and any applicable fees:

Full Refunds: Eligible items will receive a full refund of the purchase price (the amount you paid for the item, including any applicable taxes). Shipping costs paid at checkout (e.g., standard shipping, expedited delivery) are non-refundable, unless the refund is due to our error (e.g., we shipped the wrong item, the product arrived damaged).

Partial Refunds: Partial refunds may be issued in the following cases:

Items returned with missing accessories (e.g., a backpack missing its rain cover) – we will deduct the cost of the missing accessory from the refund amount.

Items returned after 30 days but approved for a refund (e.g., a defective jacket) – we may deduct a 15% restocking fee to cover processing costs.

Store Credit: If you prefer store credit instead of a refund to your payment method, we will add the full purchase price (including shipping costs, if applicable) to your Thenorthfane account. Store credit never expires and can be used for any future purchase on our website.

5. Refunds for Defective or Damaged Items

We stand behind the quality of our hiking gear. If you receive an item with a manufacturing defect (e.g., faulty zippers, torn seams, broken buckles, leaking waterproof membranes) or damage caused during shipping, follow these steps:

Report the Issue Immediately: Contact us at [email protected] within 7 days of receiving the item (even if it’s outside the 30-day return window). Include photos/videos of the defect/damage and your order details.

Inspection and Resolution: Our team will review the issue and may ask for additional details. We will then offer one of the following solutions:

Full Refund: We will process a refund to your original payment method, and you may keep or discard the defective item (no need to ship it back, unless we request it for quality control).

Replacement: We will send you a new item of the same style/size at no cost to you (we may ask you to return the defective item first, with a prepaid label).

Repair: For items that can be fixed (e.g., a broken backpack buckle), we will cover the cost of repairs and return the item to you.

Note: Damage caused by improper use (e.g., using a lightweight hiking jacket for extreme mountaineering, ignoring care instructions) is not considered a manufacturing defect and will not qualify for a refund.

6. Refunds for Canceled Orders

If you need to cancel an order before it ships:

Cancellation Window: You can cancel an order within 12 hours of placing it by emailing us at [email protected].

Refund Processing: If canceled before shipment, we will issue a full refund (including shipping costs) within 1–2 business days. If the order has already shipped, you will need to follow our standard refund process (see Section 2) once you receive the item.

7. Missing or Lost Returns

We are not responsible for items lost or damaged during return shipping. To protect yourself:

Use the prepaid shipping label we provide (for domestic orders) – it includes tracking and basic insurance.

For international returns, choose a trackable shipping method and consider purchasing additional insurance for high-value items (e.g., premium hiking boots, technical jackets).

Keep a copy of the shipping tracking number and delivery confirmation until your refund is processed. If your return is marked as “delivered” but we haven’t received it, share the tracking details with our team at [email protected] – we will investigate with our warehouse.

8. Contact Us for Refund Questions

If you have questions about your refund status, eligibility, or need help with the process, reach out to our customer service team at [email protected]. We’re available Monday–Friday (9 AM–6 PM ET) and Saturday (10 AM–4 PM ET) to assist you.

Thank you for choosing Thenorthfane for your hiking gear. We want every part of your experience—from shopping to returns—to be as smooth as your next trail.

Last Updated: November 3, 2025