Returns Policy

SUMMARY

We will gladly EXCHANGE or REFUND your unused purchase if you return it within 90 days of receipt. All items must be returned as new and with all packaging / labels still attached. Simply post your goods back to us in their original packaging, together with a copy of your invoice and a completed returns form explaining how you would like to proceed. You can download our returns form from here and print it yourself. If you are unable to print the returns form, your invoice and/or a written covering note will suffice.

Refunds and exchanges will be processed upon receipt of goods that are in re-saleable condition and accompanied by a returns/covering note. Return postage costs are the responsibility of the customer please see below for return options.

Please ensure you ask for proof of postage when returning any items. We regret that we cannot be held responsible for returned goods lost in transit. If in doubt, please call us for advice on 01768 864211.

Orders received after 30th September can be exchanged or refunded up to 31st January.

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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: sales@johnnorris.co.uk

PLEASE NOTE -

• 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 to you.
• In some cases, the manufacturer/supplier may require to see the item(s) before repair or replacement can be agreed.

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RETURNING ITEMS HAVING CHANGED YOUR MIND 

You can return your goods to our shop or send them using a courier of your choice. Whichever option you choose, please complete our returns form. You can download our returns form from here and print it yourself. If you are unable to print the returns form, your invoice and/or a written covering note will suffice.

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OPTION 1 - Return to store in person.

How to return - Complete your returns/covering note and bring into our shop with the goods and your invoice/receipt.

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OPTION 2 - Arrange your own courier

• Cost - Varies
• Trackable - Optional (recommended)

You're welcome to return your parcel using Royal Mail or any courier of your choice.

For many parcels, it can be worth comparing courier prices using Parcel2Go, where you can compare services from a range of UK couriers and choose the option that best suits your parcel size, weight and budget. Depending on your parcel, you may find a service that is less expensive than buying postage directly. The Parcel2Go website can be found here - https://www.parcel2go.com/

Whichever service you choose, we strongly recommend using a tracked service and keeping your proof of postage until your return has been processed.

Our address for returning goods is -

John Norris of Penrith Ltd
21 Victoria Road
Penrith
Cumbria
CA11 8HP

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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.

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REFUNDS

We can only process refunds via the original payment method used for the purchase.

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DISTANCE SELLING REGULATIONS

The Distance Selling Regulations state that your right to cancel an order starts from the moment you place your order, and does not end until fourteen days from the day after you receive your goods.

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 us, you must let us know in writing (email is fine), quoting your customer number.  We will acknowledge your request by email.

Email: sales@johnnorris.co.uk

Address: John Norris of Penrith Ltd, 21 Victoria Road, Penrith, Cumbria, CA11 8HP.