Returns Policy


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, explaining how you would like to proceed.

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 please see below for return options.

Please ensure you ask for proof of postage. 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.


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:

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.


There are 4 preferred options listed below: Whichever option you choose, please 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 in person.

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

OPTION 2 - Yodel.

  • Cost - £3.99
  • Printer required - No
  • Trackable - Yes

Please check your local drop off points before completing the form.

How to return - Click here for the Yodel website, then download, print and attach Yodel store. Alternatively if you do not have access to a printer you can download a barcode to your smart phone.

Please note – Any parcels being returned via Yodel must be no bigger than 60cm x 50cm x 50cm and weigh less than 10kg.


  • Cost - £3.99
  • Printer required - Yes
  • Trackable - Yes

Please check your local drop off points before completing the form.

How to return (a printer is required) - click here for the DPD website, complete the form and a label will be emailed to you to print off and attach to your parcel and take to your local drop off point.

Please note parcels must weigh less than 20kg. The 2 longest sides are less than 120cm when added together.

OPTION 4 - Royal Mail.

  • Cost - Variable
  • Printer required - No
  • Trackable - Optional

How to return - Enclose your returns note and take your parcel to your local Post Office.

Depending on the dimensions & weight of your parcel Royal Mail could be a cheaper alternative to Yodel or DPD.

The Post Office may charge an additional fee for a trackable service. Please check with your local branch.


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.


The Distance Selling Regulations state that your right to cancel an order starts from the moment you place your order, and doesn’t 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 John Norris you must let us know in writing (email is fine), quoting your customer number.  We will acknowledge your request by email.


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


Last updated 23rd February 2023