Return & Refund Policy
Last Updated: September 16, 2026
At NorthBay & Co., we want you to be satisfied with your purchase. This Return & Refund Policy explains when returns and refunds may be available and how to request assistance with an order.
1. Returns
We accept eligible return requests for products purchased directly through northbayandco.com, subject to the conditions described below.
To request a return, please contact us at support@northbayandco.com before sending any product back.
Do not send a return to an address without first contacting us and receiving return instructions.
2. Return Eligibility
To be eligible for a return, the product should generally:
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Be unused and in its original condition.
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Be returned with its original packaging and included accessories, where applicable.
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Be in a condition that allows it to be resold.
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Be accompanied by the applicable order information.
Certain products may not be eligible for return because of their nature, condition, hygiene considerations, customization, or other applicable restrictions.
Where a product has specific return conditions, those conditions may be stated on the relevant product page.
3. Return Period
Return requests should be submitted within 30 days of the date of delivery, unless a different return period is specifically stated on the applicable product page or required by applicable law.
Items returned after the applicable return period may not be accepted.
4. How to Request a Return
To request a return, email:
Please include:
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Your name
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Order number
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Product name
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Reason for the return
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Photographs or other supporting information, where relevant
We will review the request and provide return instructions if the product qualifies for a return.
5. Return Shipping Costs
Unless the product is defective, damaged in transit, incorrect, or materially different from what was ordered, the customer may be responsible for the cost of return shipping.
Where NorthBay & Co. determines that a return is required because the wrong item was supplied or the product arrived damaged or defective, we may provide an appropriate resolution, which may include reimbursement of reasonable return shipping costs where applicable.
6. Damaged Products
If your order arrives damaged, please contact us at support@northbayandco.com as soon as reasonably possible.
Please provide:
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Your order number
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A description of the damage
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Clear photographs of the product
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Photographs of the packaging, where available
We may request additional information to help us investigate the issue with the applicable carrier or fulfillment provider.
Depending on the circumstances, we may offer a replacement or refund.
7. Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us at support@northbayandco.com as soon as possible.
We may request photographs and order information so that we can investigate the issue.
After review, we may provide an appropriate resolution, which may include sending the correct item, a replacement, or a refund.
8. Defective Products
If a product is defective or does not function as reasonably expected, please contact us at support@northbayandco.com with your order information and a description of the issue.
We may ask for photographs, videos, or other information to help assess the problem.
Depending on the product and circumstances, we may offer a replacement, repair, or refund where appropriate.
9. Refunds
Once an approved return has been received and reviewed, we will determine whether a refund is applicable.
Approved refunds will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
10. Partial Refunds
In certain circumstances, a partial refund may be considered where:
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A product is returned with missing components.
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The product has been used or damaged beyond what is reasonably necessary to inspect it.
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The product is returned in a condition that differs materially from its original condition.
Any applicable partial refund will be determined after review of the returned product.
11. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including products that:
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Are personalized or customized.
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Cannot reasonably be returned for hygiene or safety reasons.
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Have been used or altered beyond reasonable inspection.
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Are specifically identified as non-returnable on the applicable product page.
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Are otherwise excluded from returns under applicable law.
12. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@northbayandco.com.
We will make reasonable efforts to accommodate cancellation requests received before the order enters processing or is dispatched.
Once an order has been processed or shipped, cancellation may no longer be possible and the order may instead be subject to the applicable return procedure.
13. Refused or Undeliverable Shipments
Customers are responsible for providing a complete and accurate delivery address.
If a shipment is refused or returned to the fulfillment provider or carrier because of an incorrect address, an incomplete address, or another issue attributable to the customer, any refund may be reduced by applicable shipping or return costs.
Additional charges may apply if a replacement shipment is requested.
14. Exchanges
We do not currently guarantee direct exchanges for all products.
Depending on product availability and the circumstances, we may provide a replacement or refund instead.
Please contact support@northbayandco.com so we can review your specific situation.
15. Refunds for Lost Packages
If a package appears to be lost in transit, please contact us at support@northbayandco.com.
We may first investigate the shipment with the relevant carrier or fulfillment provider. Depending on the result of that investigation and the circumstances of the order, we may provide a replacement or refund.
16. Processing Times
Return and refund processing times can vary depending on the product, return shipment, inspection process, payment provider, and other circumstances.
We will communicate any relevant next steps after reviewing your request.
17. Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes in our business, products, fulfillment arrangements, or applicable requirements.
Any changes will be posted on this page with a revised Last Updated date.
18. Contact Us
For questions about returns, refunds, damaged products, incorrect orders, or cancellations, please contact:
NorthBay & Co.
Email: support@northbayandco.com
Please include your order number whenever contacting us about an existing order.
Thank you for shopping with NorthBay & Co.