Refund policy

NORTHMERE TRAVEL BAGS

Returns & Refunds Policy

Effective Date: 21 May 2026

This Returns & Refunds Policy applies to all purchases made from Northmere Travel Bags (“Northmere”, “we”, “our”, or “us”). This policy is designed to comply with applicable South African consumer laws, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

1. General Return Principles

We stand behind the quality of our products. However, because our products are premium travel goods, returns and refunds are subject to the conditions below.

Returns will generally only be accepted where:

  • the item is defective, damaged, incorrect, or materially not as described;
  • the return falls within a legally applicable cooling-off period; or
  • Northmere expressly approves the return in writing.

Except where required by law, refunds may not be available for:

  • buyer’s remorse;
  • change of mind;
  • incorrect product selection by the customer;
  • normal wear and tear;
  • cosmetic damage caused after delivery;
  • damage caused by misuse, negligence, improper care, accidents, airline handling, or unauthorized alterations.

2. Cooling-Off Rights for Online Purchases

In accordance with the ECTA, customers who purchase products online may cancel an order within 7 days after receiving the goods, without providing a reason.

The following conditions apply:

  • the product must be unused and returned in substantially original condition;
  • all tags, accessories, packaging, dust bags, and inserts should be included where reasonably possible;
  • the customer is responsible for direct return shipping costs unless the product is defective or incorrectly supplied;
  • original shipping fees are non-refundable unless otherwise required by law.

Northmere reserves the right to inspect returned items before issuing a refund.

Refunds approved under this section are generally processed within 7–15 business days after the returned goods have been received and inspected.

3. Defective, Damaged, or Incorrect Products

Under South African law, customers may return products within 6 months of delivery if the goods are defective, unsafe, or fail to meet reasonable quality expectations.

If a product qualifies under the CPA:

  • the customer may request a repair, replacement, or refund;
  • Northmere may inspect and test the product to verify the defect claim;
  • if inspection shows the issue resulted from misuse, ordinary wear, accidental damage, airline handling, neglect, or unauthorized modification, the return or refund request may be declined where permitted by law.

Northmere reserves the right to:

  • repair the item where reasonable;
  • replace the item with the same or comparable model;
  • issue store credit where agreed with the customer; or
  • provide a refund where legally required.

Return requests may be declined where:

  • the product has been used beyond what is reasonably necessary to inspect it;
  • the damage occurred after delivery;
  • the product was customized, personalized, monogrammed, or specially sourced;
  • the product was altered, repaired, cleaned, or modified by third parties;
  • proof of purchase cannot reasonably be provided.

4. Non-Returnable Items

The following items are generally non-returnable unless defective or otherwise required by law:

  • personalized or custom-made products;
  • final sale or clearance items marked “non-returnable”;
  • gift cards or promotional vouchers;
  • products damaged through misuse, abuse, or improper handling after delivery;
  • products showing excessive wear inconsistent with normal inspection.

5. Condition of Returned Goods

Returned items must:

  • be securely packaged;
  • include original accessories and packaging where reasonably possible;
  • not contain personal belongings;
  • be returned in hygienic and resalable condition unless defective.

Where permitted by applicable law, Northmere may reduce the refund amount to reflect any diminished value resulting from handling beyond what is reasonably necessary to inspect the goods.

6. Return Procedure

To request a return, customers should contact us at:

Email: support@northmere.co.za
Website: www.northmere.co.za

Customers may be asked to provide:

  • full name;
  • order number;
  • proof of purchase;
  • photographs of the product and issue;
  • a description of the defect or reason for return.

Customers are encouraged to contact Northmere before returning products so we can assist with the return process.

7. Shipping Liability

Customers are responsible for safely packaging returned items.

Northmere is not responsible for:

  • loss or damage during return shipping arranged independently by the customer;
  • delays caused by couriers or third-party logistics providers;
  • customs charges for international returns;
  • damage caused after delivery by airlines, transport companies, or third parties.

We recommend using a tracked and insured courier service for all returns.

8. Exchanges

Exchanges are subject to stock availability.

If the requested replacement product is unavailable, Northmere may:

  • provide a comparable replacement;
  • issue store credit where agreed; or
  • provide a refund where legally required.

9. Chargebacks & Fraud Prevention

Northmere reserves the right to:

  • refuse refunds where fraudulent activity is reasonably suspected;
  • require reasonable identity verification before processing refunds;
  • dispute chargebacks where proof of delivery, customer misuse, or abuse of the returns process exists;
  • restrict future purchases where fraudulent or abusive conduct is reasonably suspected.

False defect claims, intentional damage, or repeated abuse of the returns process may result in refusal of future orders.

10. Limitation of Liability

To the maximum extent permitted by South African law:

  • Northmere shall not be liable for indirect, incidental, or consequential damages;
  • liability shall not exceed the purchase price paid for the product;
  • customers are encouraged to inspect products upon delivery and report issues within a reasonable time.

Nothing in this policy limits rights that cannot legally be excluded under the CPA.

11. Consumer Rights

This policy does not replace or limit any rights consumers may have under applicable South African law. Where this policy conflicts with mandatory legal protections, South African law will apply.

12. Contact Information

Northmere Travel Bags
Website: www.northmere.co.za
Email: support@northmere.co.za

For all returns and refund inquiries, please contact us before sending any products back.