Last Updated: February 15, 2026
1. 30-Day Satisfaction Guarantee
At True North Cart, we want you to love your home and kitchen purchases. If you’re not completely satisfied, we offer a 30-day money-back guarantee from the date of delivery.
2. Eligibility for Refunds
Items Must Be:
Returned within 30 days of delivery
In new, unused condition
In original packaging
With all parts, accessories, and instructions
Accompanied by proof of purchase
Non-Refundable Items
The following items cannot be refunded:
Final sale/clearance items
Customized or personalized products
Opened small appliances (blenders, mixers, coffee makers)
Personal care items (toothbrushes, razors)
Bedding and pillows (hygiene reasons)
Cutlery sets if opened
Food and perishable items
Gift cards
Items damaged by customer misuse
Assembled furniture (cannot be returned assembled)
Seasonal items after the season
3. Refund Amounts
Full Refund (100%)
Item unused in original packaging
Returned within 30 days
No visible damage or wear
All parts and manuals included
Original receipt provided
Partial Refund (50-85%)
| Situation | Deduction |
|---|---|
| Missing original packaging | 15% |
| Minor scuffs from handling | 20% |
| Missing accessories/parts | Cost deducted |
| Returned after 30 days (if accepted) | 25% |
| Opened but unused | 15% restocking fee |
No Refund
Items returned after 45 days
Without RMA number
Used or assembled items
Damaged from misuse
Missing major components
4. How to Request a Refund
Step 1: Contact Us
Online: truenorthcart.com/returns
Email: refunds@truenorthcart.com
Phone: 1-888-TRU-CART ext. 3
Provide:
Order number
Item(s) to return
Reason for refund
Photos (if applicable)
Step 2: Receive RMA
We’ll issue a Return Authorization Number within 1-2 business days. Returns without RMA will be rejected.
Step 3: Pack Securely
Use original packaging if possible
Include all parts and manuals
Write RMA on outside of box
Remove old shipping labels
Include packing slip copy
Step 4: Ship to Us
Return Address:
True North Cart Returns
789 Home & Kitchen Way
Mississauga, ON L5R 3K9
Canada
Important: We recommend using a trackable shipping method. We are not responsible for lost return packages.
5. Refund Processing Times
| Payment Method | Processing | Funds Available |
|---|---|---|
| Credit Card | 3-5 business days | Next statement |
| PayPal | 2-3 business days | Immediate to PayPal |
| Interac e-Transfer | 5-7 business days | Cheque by mail |
| Afterpay | 5-7 business days | Payment plan adjusted |
| Gift Card | 1-2 business days | Instant to gift card |
Total time: 7-10 business days from receipt of return
6. Shipping Costs for Refunds
Customer Pays (Change of mind)
Return shipping: Customer pays
Original shipping: Not refunded
Restocking fee: 15% may apply
We Pay (Our error)
Return shipping: Prepaid label provided
Original shipping: Refunded
No restocking fee
Defective Items
Return shipping: Prepaid label
Original shipping: Refunded
No restocking fee
Replacement expedited
7. Damaged or Defective Items
Upon Delivery
If item arrives damaged:
Photograph damage immediately
Note damage on delivery receipt (if possible)
Contact us within 48 hours
Keep all packaging for inspection
Resolution Options
Full refund with free return shipping
Replacement shipped immediately
Partial refund if damage is minor (15-30% off)
Repair with compensation
Defective Within 30 Days
Full refund or replacement
Free return shipping
No restocking fee
Express replacement available
Defective After 30 Days
Manufacturer warranty applies
We’ll help with claim
May require sending to manufacturer
Shipping may be customer responsibility
8. Small Appliance Refunds
Unopened Appliances
Full refund within 30 days
Return shipping customer pays
Original packaging required
Opened Appliances
NO REFUND if used
Exchange only for defects
15% restocking fee if unused but opened
Must include all accessories
Coffee Makers & Kettles
Cannot refund if water used
Hygiene reasons
Exchange only for defects
Descaling not covered
9. Cookware & Bakeware Refunds
Non-Stick Cookware
Must be unscratched
No metal utensil marks
Original packaging required
Cannot be seasoned (cast iron)
Cast Iron
Can be returned if unseasoned
Seasoned = used = no refund
Rust not covered (care issue)
Bakeware
No baked-on residue
No warping from use
Original packaging required
10. Dinnerware & Glassware Refunds
Place Settings
Full sets only (no individual pieces)
Must be unwashed
No chips or scratches
Original box required
Glassware
Inspect for cracks before use
Cannot return if washed
Water spots = used = no refund
Serving Pieces
No food contact
Original packaging
No scratches or marks
11. Cutlery & Knife Refunds
Unopened Sets
Full refund within 30 days
Sealed package required
Return shipping customer pays
Opened Sets
NO REFUND if used
Exchange only for defects
Inspection required
Sheath/blade guard must be intact
Individual Knives
Cannot be returned if used
Edge damage = used
Sharpening marks = no refund
12. Furniture & Large Items
Assembly Required Items
Must be returned unassembled
Cannot return assembled furniture
Original box required
All hardware included
Freight Items
Customer arranges return shipping
Must be on original pallet
Inspection upon return
20% restocking fee minimum
4-6 weeks processing
Large Decor Items
Must be undamaged
No scent (candles, diffusers)
Original packaging required
13. Bedding & Linens
Sheets & Pillowcases
NO REFUND if opened/used
Hygiene reasons
Must be in sealed package
Exchange only for defects
Pillows & Mattress Toppers
Cannot be returned if opened
Must be in original vacuum-sealed packaging
No refund for compressed return issues
Towels
No washing before return
Lint removal = used
Original packaging required
14. Holiday & Seasonal Items
Seasonal Decor
Return within 7 days of season end
25% restocking fee after season
No returns on holiday-specific items after holiday
Clearance items final sale
Extended Holiday Returns
Purchases November 1 – December 24:
Returns accepted until January 15, 2027
Same conditions apply
Gift receipts accepted
15. Gift Returns
With Gift Receipt
Refund as store credit
Recipient can choose exchange
Original price applies
No cash refunds
Without Gift Receipt
Store credit at current selling price
ID may be required
One-time courtesy
Verified in our system
16. International Returns (USA)
Eligibility
Returns accepted from USA
Customer pays all return shipping
30-day policy applies
Duties/taxes not refunded
Process
Obtain RMA
Ship to Canadian warehouse
Mark as “Returned Goods”
Use commercial invoice
Tracking required
Important Notes
Customs fees not refunded
10-14 business days processing
Currency exchange applied
Original shipping not refunded
17. Refund Methods
Original Payment
Credit card → Same card
PayPal → Same account
Afterpay → Payment adjusted
Interac → Cheque by mail
Gift card → New gift card
Store Credit
No expiration date
Use online or in person
Transferable
Combine with other offers
Cannot be used for gift cards
When Store Credit Issued
Return without receipt
After 30 days (up to 45)
Customer preference
Promotional adjustments
Loyalty point redemptions
18. Contact Refunds Department
Refunds Team
Email: refunds@truenorthcart.com
Hours: Mon-Fri 9AM-5PM EST
Returns Portal: truenorthcart.com/returns
Mailing Address:
True North Cart Returns
789 Home & Kitchen Way
Mississauga, ON L5R 3K9
Canada