Returns Policy

TAKING THE WORRY OUT OF RETURNS

We know that thinking about returning products right now can be quite stressful, so we have extended our returns period to 90 days.

Currently it may take up to 14 to 20 days to process your refund as we have to quarantine parcels for 72 hours before processing and couriers are experiencing high volumes and we are noticing delays.


FAULTY RETURNS

Please contact our customer service team at sales@johnnorris.co.uk if you have a faulty item and they will assist you.

Please make sure anything faulty is properly cleaned as we will not be able to handle any items that are not washed and have any dirt on them. Unfortunately we will have no choice but to return these to you

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.


STAYING IN TOUCH

Our customer service team are working hard to deal with all of your enquiries, we have temporarily changed our hours to Monday to Friday 10am to 4pm and no one is available to respond to emails over the weekend.

We will respond as quick as we can upon our return on Monday morning.

Refunds

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.

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