Refund policy

 

At Northgrove Partners, we want you to shop with confidence. If there is an issue with your order, we are here to help.

Returns

We accept returns within 14 days of delivery for eligible items.

To be accepted for return, the item must:

  • be unused
  • be in its original condition
  • be returned in its original packaging whenever possible

To request a return, please contact us first at hello@northgrovepartner.com with your order number and reason for return.

Returns sent without prior approval may not be accepted.

Non-Returnable Items

The following items are generally not eligible for return:

  • custom-made or personalized products
  • made-to-order items produced to customer specifications
  • items damaged through misuse, improper installation, or normal wear
  • sale or clearance items, unless faulty

Because many of our brass products are handmade, slight variations in finish, texture, tone, patina, or hammering are part of the character of the item and are not considered defects.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@northgrovepartner.com.

Please include:

  • your order number
  • clear photos of the item
  • clear photos of the packaging
  • a short description of the issue

Once reviewed, we may offer a replacement, partial refund, full refund, or another suitable solution depending on the situation.

Return Shipping

If the return is due to a change of mind, the customer is responsible for return shipping costs.

If the item is defective, damaged in transit, or incorrect due to our error, we will review the case and cover or reimburse reasonable return shipping costs when approved.

Refunds

Once the returned item is received and inspected, we will notify you of the refund decision.

If approved, refunds will be issued to the original payment method. Please allow several business days for the refund to appear, depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless the return is due to our error or a confirmed product issue.

Cancellations

Orders may be canceled within 12 hours of purchase if production or order preparation has not already started.

After that point, cancellation may no longer be possible, especially for made-to-order or personalized items.

Exchanges

We do not guarantee direct exchanges on all items. If you would like a different item, please contact us and we will advise the best option.

Contact

Northgrove Partners LLC
30 N GOULD ST STE R, SHERIDAN, WY 82801, United States
Email: hello@northgrovepartner.com