The 20North return policy is based on a "No-questions asked" philosophy (for eligible products) but with some restrictions that stem from the reality that our products are sourced from merchants located primarily in the US. Our policy is formulated keeping in mind the cost and time involved in the reverse logistics (i.e. the process of shipping returned products back to the US merchants). The policy itself is simple and straight-forward and is summarized below.

1.  Certain products are not eligible for return, under any circumstances (see "Non-Returnable products" below)

2.  Any product that is damaged in transit that is rejected by you without taking delivery from the courier is eligible for a 100% refund of the sale price of the product. Customs duty paid for the item is non-refundable. Rejection of a delivery for any reason other than damage in transit is not eligible for a 100% refund and the refund will be subject to certain deductions and the customs duty paid cannot be refunded as described in "Refund Deductions and Payments" below.

3.  Once a returnable product has been accepted from the courier, you may still return it (for any reason) by following the "Return Process & Timeline" below. However, the refund will be subject to certain deductions and the customs duty paid cannot be refunded as described in "Refund Deductions and Payments" below.

Delivery Reject Process

In case of any damaged or malfunctioning product that is rejected by you without taking delivery from the courier,  you will receive a 100% refund of the sale price + shipping cost of the product. Customs duty of the item is non-refundable. All you need to do is write the reason for non-acceptance in the remarks section of the courier delivery acknowledgment and send an email to returns@20north.com within 24 hours of rejecting the delivery so we can process your refund.

Return Process & Timeline

1.  Re-pack the product(s) along with all the paperwork that arrived with the product (invoices, certificates of authenticity, bill of entry) and all original packaging.

2.  Return the product immediately, using the included Return Label “Product Returns, 20North Online Pvt Ltd, No.2984, 12th Main, Indiranagar, Bangalore – 560038” and a trackable shipping method (e.g. Blue Dart) such that the returned product is received in our warehouse in Bangalore within 4 days of your receiving the product.

3.  Send an email to returns@20north.com within 24 hours of receiving the product that includes the tracking ID of the returned shipment.

Please note that Returns that do not meet any of the above criteria will not be eligible for a refund. Also, cost of return shipping shall be borne by the customer (you). Any loss or damage of items in return transit shall be the responsibility of the customer and 20North 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 Deductions & Payments

• In all cases the refund will be credited to the credit card you used to make the purchase and you will receive an email confirming this credit.

• In case of any product that is damaged in transit that is rejected by you without taking delivery from the courier, no deductions will apply and you will receive a 100% refund of the sale price + shipping cost of the product. Customs duty for any product is non-refundable. The refund will be credited within 2 weeks of receiving your email to returns@20north.com.

• For items with "Free Shipping",  a flat restocking fee of 20% of the total value of purchase (including duty) will be applicable.

• For items purchased as a "Special Order", a restocking fee varying from 20% to 50% of total purchase value will be deducted. This fee varies due to different return policies of the concerned websites where these products are sourced.
   
  
  
• In case of any returnable product that is returned after taking delivery or is rejected by you without taking delivery for any reason other than damage in transit the amount refunded will be subject to a deduction equal to 2 times the shipping costs paid and the deduction of the customs duty paid.

     The refund payment will be equivalent to the total amount paid by you, subject to a deduction of 2 times the shipping costs and the customs duty. This amount will be credited to your credit card within 4 weeks of the return being successfully processed.

Non-returnable Products

20North does not accept returns of the following items:

• Books
• Certain products that show this message “This product may not be eligible for returns” in the product description page.
• "Special Orders" are NOT returnable.
  
• CDs, DVDs Blue Ray Discs, Software Discs and Video games.
• Any product missing the serial number or UPC.
• Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)
• Some Jewelry orders.
• Apparel
• Any product where all or part of the original packing or documentation is missing.

FAQ

Q.1 What should I do if I receive a product that is damaged or if I receive a product that I did not order?

A: This depends on when you notice that your product is damaged or that the product was not ordered by you:

a.  If you notice before you take delivery from the courier please do not accept the shipment from the courier, write the reason for non-acceptance in the remarks section of the courier acknowledgement and send an email toreturns@20north.com within 24 hours of rejecting the delivery so we can process your refund. You will receive 100% of your purchase value excluding customs duty.

b.  If you notice after you have accepted delivery, you must follow the Return Process and Timeline and your refund will be as per the Refund Deductions & Payments section above.

Q.2 What happens if I accept delivery of the shipment and decide later to return it?

A: If you accept delivery and want to return it later for any reason (including that the girl friend for whom you ordered an iPod dumped you in the interim), you must follow the Return Claim Process and Timeline and your refund will be as per the Refund Deductions & Payments section above.

Q.3 Why are you making these deductions from the refunds? Other Indian online shopping sites do not do this.

A: The basic reason is that our products are not sourced in India and are sourced from the US. Our value proposition is in offering exclusive and exciting products that are typically not available or hard to find in India. Like in the case of products that you would carry back from a foreign trip or something that is carried for you by a travelling friend or relative, the ability to return and collect a refund on such products is somewhat limited and comes at a cost.

Q.4 Why are you deducting 2 times the Shipping cost?

A: Our suppliers in the US typically offer a refund on returned products but they do not refund the international shipping costs and these costs need to be borne by you, the customer. We deduct twice the shipping costs since these costs are incurred twice; once to deliver the product to India and once to return the product to the US.

Q.5 Why do you allow refunds on only those returns that reach you within 4 days of delivery to us? Why can't we have more time to return?

A: Our suppliers in the US typically have a 30 day return policy which means that the total time between their shipping the product to India and us returning the product to them in the US cannot exceed 30 days, which would become next to impossible if we gave you more time to return the products to our warehouse.

Q.6 For a returned or a damaged product, will my refund include customs duty?

A: No, Customs duty paid for an item is non-refundable.

Q.7 What if I want to exchange a product instead of claiming a refund?

A: We do not offer a one-step exchange process. In case you want an exchange you will need to apply for a refund as described earlier and separately order a replacement product. You do not have to wait for the refund process to be completed before placing the new order but keep in mind that the refund for the returned product (less deductions) will be not be credited to your account until the process on the returned product is complete. Also keep in mind that the purchase of the replacement product will be treated as a new order and you will need to pay applicable shipping costs and duties on that product.

Q.8 How and when will I receive my refund amount?

A: You should receive your refund within 4 weeks after 20North successfully processes your return. The refund will be reverted back to you credit card. You will be emailed when a refund has been credited to your account.

Q.9 How does warranty work in India for products sourced internationally?

A: The warranty of the products will be valid in India only if the manufacturer provides an International warranty that is valid in India. But if the product reaches you with physical damage or if it is a malfunctioning product you can return your products according to our Return and Refund Policy.