Refund policy

Your right to cancel

Under the Consumer Contracts Regulations you have 14 days from delivery to cancel an order for any reason. We give you 30 days. No explanation is required.

Condition of returned items

To be eligible for a return, the item must be in the same condition you received it: unused, with tags attached, and in its original packaging including any stuff sack, storage bag or repair kit it came with.

Camp sleep equipment cannot be resold once it has been used outdoors, so we cannot accept back a sleeping bag that has been slept in, a mat that has been used on the ground, or a tent that has been pitched outside. Checking the size, the zip and the fit indoors is fine and does not affect your right to return. If the item is faulty, none of this applies — see “Faulty items” below.

How to start a return

  1. Email support@northernwarmthgear.com with your order number and the details of the item you wish to return.
  2. We will reply within one working day to provide your Return Authorization Number and assist you with the return process.
  3. Ship the item back to our authorized domestic UK returns hub at the address listed below. Return postage is paid by you unless the item is faulty or incorrect.

Authorized UK Returns Address

All customer returns must be shipped directly to our domestic warehouse facility in the United Kingdom:

NAZMIEV TRADING LTD (trading as Northern Warmth Gear)
Security Office (Bay R12)
Unit 66 Queens Court Trading Estate
Greets Green Road, West Bromwich
West Midlands, B70 9EQ
United Kingdom

Please note: Before shipping your item back, you must contact us at support@northernwarmthgear.com to receive your Return Authorization Number. Parcels sent without an authorization code on the outer packaging or shipped to our registered office address may experience significant processing delays or may be refused.

Refunds

Once our warehouse team receives, records, and inspects the returned item, we process your refund to the original payment method within 5 working days. Your bank may take a further 3–5 days to show the credit.

Where the item is faulty, the wrong item, or never arrived, we refund the full amount including any delivery cost you paid.

Faulty items

Email us with photographs if an item arrives with a defect — a failed zip or an opened seam on a bag, down escaping through the shell, a mat that will not hold air, a tent with a damaged pole or a leaking seam. We will replace it or refund it. You do not need to return a faulty item before we act.

Under the Consumer Rights Act 2015 your statutory rights over faulty goods are unaffected by anything in this policy.

Items that cannot be returned

  • Items that have been used outdoors, washed or otherwise show signs of use, unless faulty
  • Items returned without their original packaging and any included stuff sack, storage bag or repair kit
  • Items returned more than 30 days after delivery

Exchanges

If you ordered the wrong specification — a fill weight, a mat size or a tent capacity that does not suit you — return the unused item and place a new order. We will refund the first order as soon as it arrives back at our West Midlands hub.

Contact

To discuss your return, email support@northernwarmthgear.com or call +44 121 517 2764 (Monday to Friday, 9:00–17:00 GMT).

Northern Warmth Gear is a trading name of NAZMIEV TRADING LTD, registered in England and Wales, company number 16638870. Registered office: Nexus House, Office R4, 66 Queens Court Trading Estate, Greets Green Road, West Bromwich, West Midlands, England, B70 9EQ, United Kingdom.