Refund policy

Returns

We hope you love your bundle. If not, you have 30 days from the day you receive it to request a return.

To be eligible, items must be unused, in the same condition you received them, and in their original packaging, including the hessian bag. You'll need your order number or proof of purchase.

To start a return, email us at 3northern.birds@proton.me. We'll reply with the return address and instructions. Please don't send anything back before you've heard from us, as we can't accept returns that haven't been arranged first.

For change-of-mind returns, you're responsible for the cost of return postage. We recommend a tracked service, as we can't refund items that don't reach us.

Damaged, faulty or wrong items

Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, email us within 48 hours with a photo and we'll put it right, either with a replacement or a full refund, including postage. We'll cover the cost of returning a faulty item.

Items we can't accept back

For hygiene and safety reasons, we can't accept returns of hand cream or hot chocolate once opened, or wax melts once lit. If a bundle is returned with these items opened or used, we may make a deduction from the refund to reflect that.

Gift cards are non-refundable.

Your legal rights

Under the Consumer Contracts Regulations, you have the right to cancel an online order within 14 days of receiving it, for any reason. Our 30-day policy sits on top of that. Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 if an item is faulty.

Exchanges

The quickest way to get what you want is to return the item and place a new order once the return is accepted.

Refunds

Once we've received and checked your return, we'll let you know whether the refund has been approved. Approved refunds go back to your original payment method within 10 working days. Your bank or card provider may take a few extra days to show it.

If more than 15 working days have passed since your refund was approved and it hasn't arrived, email us at 3northern.birds@proton.me.