We will gladly exchange or refund any unused goods if you return them to us in a saleable condition within 60 days of receipt. Orders received after 30th September can be exchanged or refunded up to 31st January. Simply post your goods back to us in an unused condition, in their original packaging with any labels attached, together with a copy of your invoice and a covering letter explaining your requirements, the goods are your responsibility until they reach our warehouse. If in doubt, please call us for advice on 01768 864211.
If you are returning Faulty Goods, please return them in a clean condition as we are unable to accept any soiled goods.
During December and January, we receive large numbers of orders and handle a higher than normal number of returns and exchanges.
We will continue to process all returns and exchanges as quickly as possible but due to these higher volumes and the regulations and restrictions we have in place due to COVID-19, our turnaround times will be longer than usual.
If you require a product exchange, rather than returning items and waiting for the goods to be delivered to us and clear quarantine, we recommend that you place another order as soon as you can so that stock can be allocated to you and your goods can be despatched. We will then process the refund for the original order as soon as we can.
Faulty goods returns or exchanges
If an item is found to be faulty or damaged, please notify us immediately via phone or email and we will advise you how to proceed.
Telephone: 01768 864211 or Email: email@example.com
In order to comply with Health & Safety regulations, any faulty items being returned for assessment must be in a clean and dry condition free from mud and dirt. We regret that we are unable to process items that do not meet this criteria and such items will be returned back to you. In some cases the manufacturer/supplier may require to see the item(s) before repair or replacement can be agreed.
Returning items having changed your mind
There are 3 preferred options listed below. Refunds and exchanges will be processed upon receipt of goods that are in re-saleable condition and accompanied by a returns note. Return postage costs are the responsibility of the customer, we regret that we cannot be held responsible for returned goods lost in transit. Whichever option you choose, you need to complete our returns form which is printed on the reverse of your invoice. Alternatively you can download the form here and print it yourself.
Option 1 - Return to store. Cost = FREE. Trackable = N/A.
How to return - Complete your returns note. Return to John Norris of Penrith, 21 Victoria Road, Penrith, Cumbria, CA11 8HP
Option 2 - CollectPlus. Cost = £3.99. Trackable = Yes.
How to return - Click here for the CollectPlus website, then download, print & attach the returns label to your parcel enclosing the returns note and take to a CollectPlus store.
Please note – Parcels being returned via CollectPlus must be no bigger than 60x50x50cm & weigh less than 10kg. You will also need access to a printer to be able you print your returns label.
Option 3 - Royal Mail. Cost = VARIABLE. Trackable = Yes.
How to return - Enclose your returns note and take your parcel to your local Post Office. Please ensure you ask for proof of postage. We regret that we cannot be held responsible for returned goods lost in transit.
Depending on the dimensions & weight of your parcel Royal Mail could be a cheaper alternative to CollectPlus.
The Post Office may charge an additional fee for a trackable service. Please check with your local branch.
Returns from outside the uk
Package should be clearly marked GOODS BEING RETURNED TO COUNTRY OF ORIGIN. This information should also be entered on any customs declaration that is required. John Norris of Penrith reserves the right to refuse any returned parcel that has attracted any customs charges.
We can only process refunds via the original payment method used for the purchase.
Distance selling regulations
Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us. In this case we will issue you with a full refund however you will need to return the entire order at your own cost. In all cases, the goods must be in an unused and saleable condition with all tags and labels attached and will be inspected on their return.
If you decide to cancel the contract for your order with John Norris you must let us know in writing (email is fine), quoting your customer number.