Refund & Return Policy

We want you to love what you ordered. If something isn't right, we'll do our best to make it right. Here's how it works.

Standard Returns — 30-Day Window

For non-customised items, we accept returns within 30 days of delivery. To be eligible, the item must be unused, in its original condition, and in its original packaging. Please reach out before sending anything back — items returned without prior approval will not be accepted.

To start a return, contact us at info@northernhartdesigns.ca with your order number and a brief description of the issue.

Custom and Personalised Items

Because custom and personalised products — engraved names, dates, custom designs, and made-to-order pieces — are made specifically for you, we are unable to accept returns or exchanges on these items unless they arrive damaged, defective, or incorrect.

If your custom order has an issue, please contact us right away with a photo and your order number. We will work with you to fix it.

Non-Returnable Items

The following items cannot be returned or refunded:

• Custom, engraved, or personalised products (unless damaged or incorrect)
• Sale items and clearance products
• Gift cards
• Items that have been used, washed, or altered

Damaged, Defective, or Wrong Items

Please inspect your order when it arrives. If your item is damaged in transit, defective, or not what you ordered, contact us within 7 days of delivery at info@northernhartdesigns.ca with a photo of the issue and your order number. We will send a replacement or issue a full refund — your choice. We cover return shipping costs for fault-based returns.

Exchanges

We do not offer direct exchanges. If you'd like a different item, return the original (if eligible) and place a new order. Contact us and we'll help make the process smooth.

Refunds

Once your return is received and inspected, we'll let you know whether it's approved. Approved refunds are processed to your original payment method within 10 business days. Your bank or credit card company may take additional time to post the refund.

If 15 business days have passed since your refund was approved and you haven't seen it, contact us at info@northernhartdesigns.ca.

Questions?

We're a small shop and we're easy to reach. Email us any time at info@northernhartdesigns.ca or call 250-962-0322.