Return Policy

 

Refund & Exchange Guidelines


Thank you for your order, If you choose to cancel your order, please refer to the below policy:
To Cancel Your Order, Get A Refund Or Exchange For Damaged Goods:


STEP 1: Email Request and Details:
Please contact our customer service team at orders@northelement.com to cancel an order. Please include your order number, name, address and order details within the body of the email. In the subject line of your email, please indicated ‘ CANCEL ORDER ‘ or ‘ DAMAGED PRODUCT ‘ We will get back to you as soon as possible.

Please note, our customer service team responds to emails within 24 hours (Monday to Friday 8:30am – 4:30pm EST). Please note, we are only able to cancel orders that have not already shipped out of our warehouse. If your order has shipped from our warehouse, we will not be able to cancel your order.

STEP 2: Refund & Exchange Process


Refunds for cancelled orders will be processed within 14 business days. You will receive an email notification once the refund has been processed.
If your request was for a replacement due to damaged product and/or incorrect product being received from what you had ordered, a replacement will be shipped within 14 business days. Please ensure photos are attached to your email when requesting replacement product. Our team will work with you directly to resolve the issue.

Returns Policy & Procedure:


We hope that you are satisfied with your order, however if you are not pleased and wish to cancel your order, cancellations can only be accommodated before the product has shipped from our warehouse. Orders are processed and shipped Monday to Friday (excluding Holidays & Weekends) within 72 hours of the order being placed on-line.
Please note, refunds will only be made against the original payment (credit/debit) card used when order was placed.


Damaged or Incorrect Items:


If the items you received are damaged in any way, or you received an incorrect product from what was ordered, an exchange or refund will be prepared. Please notify us immediately by emailing our customer service team at orders@northelement.com
Please ensure that you provide us with the order number, photos of the damaged goods, and keep the packing material and damaged goods until we have resolved the concern.