Refund policy
At Great North Gear, we want you to love what you ordered. Because many of our products are handcrafted and some are personalized specifically for you, our return process works a little differently depending on the type of item.
Please read the section that applies to your order below.
Standard (Non-Personalized) Products
Non-custom items may be returned within 14 days of delivery, subject to the following conditions:
- The item must be unused and in its original condition and must be safely packaged for return.
- You must contact us before sending anything back at support@greatnorthgear.ca so we can provide return instructions.
- If you're returning an item because you changed your mind, you are responsible for the cost of return shipping.
- Original shipping charges are non-refundable.
- There is no restocking fee.
- Once we receive and inspect your returned item, we'll process any approved refund to your original payment method. Please allow a few business days for the refund to appear.
Personalized & Custom-Engraved Products (Final Sale)
Personalized and custom products are made specifically for you and are final sale. This includes any item with a custom name, date, wording, artwork, layout change, or other special engraving request. We're unable to accept these items back for a change of mind.
If we made an error with your engraving or order, or your item arrives damaged or defective, we'll make it right. Please contact us at support@greatnorthgear.ca within 7 days of delivery with your order number, details of the issue and photos where applicable.
If the issue is confirmed, we will provide an appropriate resolution, which may include replacement, repair or refund, at no additional cost to you. Where a return is required because of our error or a damaged or defective product, Great North Gear will cover the applicable return shipping cost.
Natural Variations in Handcrafted Products
Many of our products are handcrafted from natural wood. Variations in grain, colour, texture, knots, mineral markings, bark/live-edge characteristics and engraving tone are normal characteristics of natural wood and will vary from piece to piece.
Wood may also naturally expand, contract, warp or develop small checks or cracks in response to changes in temperature, humidity and its environment. These natural characteristics are not considered defects and are not eligible for return on that basis.
How to Start a Return or Report an Issue
Email us at support@greatnorthgear.ca with your order number and details of your request. For damaged, defective or engraving-error items, please include photos so we can resolve the issue as quickly as possible.
Consumer Rights
Nothing in this policy limits any rights or remedies available to you under applicable consumer protection laws.