Cancellations & Returns

Return, Cancellation & Refund Policy

Our return policy is outlined below. The policy reflects the reality that many of our products are sourced from suppliers located outside India and is formulated keeping in mind the costs and time involved in the logistics, both in the forward direction (i.e. shipping products to India from the international suppliers) and reverse direction (i.e. shipping returned products back to the international suppliers).

Return & Refund Exceptions

• Certain products are not eligible for return or refund, under any circumstances (see "Non-Returnable products" below).
• Any products purchased as "Special Orders" are not eligible for return or refund under any circumstance.
• We will not refund for non-delivery of any restricted item ordered by a customer that is blocked and confiscated by Customs authorities. List of such items is available here and customers are responsible for ensuring they do not order such products

Return Process & Timeline

For eligible products, the policy is summarized below. Please note that Returns that do not meet the Return Process and Timeline below will not be eligible for a refund.

Reason	Allowed Time Line	Return Process
Due to Damage in transit or Late Delivery	At the time of Delivery	Inspect package before taking Delivery and if damaged REJECT package and DO NOT take delivery from the courier. AND Send email to returns@20north.com within 24 hours of rejecting the delivery so we can process your refund.
Dead on Arrival or mal-functioning product (If mal-function not caused by incorrect installation or usage – e.g. plugging a 110v appliance into an 220v socket)	Within 3 days  of Delivery	Contact customer support of the product manufacturer and notify them that Product is not working. Send email to returns@20north.com within 3 days of delivery with details of the problem. Upon written confirmation from manufacturer that they do not have India support for repair or replacement, send the product along with manufacturer’s written confirmation to 20North.com. Product(s) must be re-packed in original packing along with all the paperwork that arrived with the product (invoices, certificates of authenticity, bill of entry).
Incorrect Order (e.g. model, brand, color or size different from what was ordered)	Within 3 days  of Delivery	Send email to returns@20north.com  within 3 days of delivery with details of the problem. Product(s) must be re-packed in original packing along with all the paperwork that arrived with the product (invoices, certificates of authenticity, bill of entry).
Any Other Reason (e.g. broke up with girl/boy friend for whom I ordered this)	Within  3 days of Delivery	Send email to returns@20north.com within 3 days of delivery with details of the problem. Product must be in full working order, with no damage or blemish of any kind. Product(s) must be re-packed in original packing along with all the paperwork that arrived with the product (invoices, certificates of authenticity, bill of entry). Note that only 50% of order value will be refunded.

Product Return Shipping

Return the Product(s) (in original packing along with all the paperwork that arrived with the product - invoices, certificates of authenticity, bill of entry, etc), to:

Product Returns
20North Online Pvt. Ltd,
No. 2984, 12th Main, Indiranagar,
Bangalore - 560038

You must use a track-able shipping method (e.g. Blue Dart) such that the returned product is received in our warehouse in Bangalore within 5 business days of your receiving the product. Send an email to returns@20north.com with your order details and the tracking ID of the returned shipment.

Cost of return shipping shall be borne by the customer. Any loss or damage of items in return transit shall be the responsibility of the customer and 20North or International Seller shall not be liable for any claims relating to the same. We strongly urge you to declare the value and purchase insurance from the shipper.

Refund Amounts

Refunds will be paid only for those returns that are made according to the Return Process and Timeline and all other claims will be considered invalid.

Refunds will be paid only for those returns where the return reason has been validated by our returns processing team and all other claims will be considered invalid.

Refund amounts payable for valid and verified claims are shown below:

Returns	Product Cost	Shipping	Duty	Remarks
Due to Damage or late delivery	100%	100%	100%	See Return Process & Time Line
Dead on Arrival	100%	100%	100%	See Return Process & Time Line
Incorrect order	100%	100%	100%	See Return Process & Time Line
Any other reason	50%	50%	50%	See Return Process & Time Line

Refund Procedure

In all cases the refund will initially be credited to your 20North Credits account from where you can make replacement purchases. The credit to your 20North Credits will occur within 24 hours of the return claim being verified and successfully processed.

Once the money has been credited to your gift account, if you require a credit to the payment method (credit card, bank transfer, etc.) used to make the purchase, please send an email to customerservice@20north.com and we will credit the amount within 7 business days of receipt of your mail.

Order Cancellation Policy

In case of product orders cancelled by 20North or International Reseller due to unavailability of products or delays in fulfilment, 20North will provide a 100% refund for that product.

We rely on our merchants to publish accurate weight of all the products listed, based on which we calculate the shipping cost. Merchants sometimes publish incorrect weights, which we know only after the product reaches our US warehouse. In cases where the increase in cost is more than we can absorb, we will call and check if you are willing to pay the extra cost to bring the product to India. If you do not want to incur the additional cost we will cancel the order and issue you a full refund.

Customer Order Cancellation Policy

If you made a mistake when placing an order you have 24hours from the time you placed the order to cancel the order. During this time the cancel option is enabled in the order tracking screen. Any orders that do not have the cancel option enabled, have already been placed with the US supplier, and cannot be cancelled. A cancellation charge of 2.5% of entire product value (including shipping and Duty) will apply. We do NOT accept cancellation requests by email.

Non-returnable Products

We do not accept returns of the following items:

• Books, CDs, DVDs Blue Ray Discs, Software Discs and Video games
• Any products that show the message "This product may not be eligible for returns" in the product description page.
• Any product missing the serial number or UPC.
• Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Card, etc.)
• Apparel
• Batteries
• Any product where all or part of the original packing or documentation is missing.
• Open Box catalog items are non-returnable except if product is damaged in transit/delivery

FAQs

What if I want to exchange a product instead of claiming a refund?

We do not offer a one-step exchange process. In case you want an exchange you will need to apply for a refund (if eligible) as described earlier and separately order a replacement product. You do not have to wait for the refund process to be completed before ordering a replacement product.

How does warranty work in India for products sourced internationally?

We do NOT provide warranty for any products ordered from our website. The warranty for all products is provided by the manufacturer and will be valid in India only if the manufacturer provides an International warranty that is valid in India.