At Northollen, every retreat represents a significant investment in design, craftsmanship, and outdoor living. Because our products are large, carefully constructed, and may be made to order, cancellations and returns require special handling.

This policy explains how we manage order cancellations, returns, exchanges, delivery damage, refunds, warranty claims, and installation-related requests for orders shipped within the United States.

By placing an order through Northollen, you acknowledge the terms below, subject to applicable consumer protection laws.

1. Order Cancellation

Within 24 Hours of Purchase

You may request to cancel your order within 24 hours of placing it for a full refund, provided the order has not entered production or incurred non-recoverable costs.

Please contact us as soon as possible at sale@northollen.com or (314) 583-2563.

After 24 Hours — Before Production

If you request cancellation after the initial 24-hour period but before production begins, we will review the order status and any costs already incurred.

A cancellation or processing fee of up to 5% of the order value may apply where permitted by law and disclosed before the order is placed. Any applicable fee will be communicated before the cancellation is finalized.

After Production Has Begun

Northollen retreats require dedicated materials, labor, and production planning. Once manufacturing has started, cancellation may involve substantial costs that cannot be recovered.

A cancellation fee of up to 15% of the order value may apply, subject to applicable law and the actual stage of production. If documented, non-recoverable costs exceed this amount, we will discuss the circumstances with you before confirming the cancellation terms.

Orders involving approved bespoke specifications, personalized components, or materials specially procured for the customer may be subject to additional reasonable, documented costs where permitted by law.

After Shipment

Once your order has been dispatched, it can no longer be cancelled through the standard cancellation process.

If you no longer wish to keep the product, please contact us before refusing delivery or arranging a return. Return eligibility, freight costs, and any applicable restocking charges will be assessed under the return conditions below.

Nothing in this section limits any cancellation or other rights you may have under applicable law.

2. Returns & Exchanges

Return Period

For eligible products, you may submit a return request within 30 calendar days of delivery.

To qualify for a standard change-of-mind return, the product must generally be:

• Unused and uninstalled.
• In its original condition, without damage or modification.
• Accompanied by its original packaging, accessories, and supplied documentation, where available.
• Supported by your order number and proof of purchase.

Because Northollen retreats are large, high-value products that may be manufactured to order, not every product will be eligible for a change-of-mind return. Custom-built or personalized products may be excluded from standard returns where permitted by law and where the exclusion was clearly disclosed before purchase.

Products that have been installed, used, altered, or damaged after delivery may not qualify for a standard change-of-mind return. This does not affect rights relating to defective, damaged, incorrectly supplied, or misrepresented products.

Return Shipping & Restocking

For approved change-of-mind returns, the customer is generally responsible for the actual return freight cost and any necessary specialist packaging, collection, or handling arrangements.

Because a Northollen retreat may require dedicated freight transportation and unloading equipment, return costs can be substantial. We will provide an estimate when possible before you authorize the return.

A restocking fee of up to 15% of the product price may apply to eligible returns where permitted by law and disclosed before purchase. The fee reflects reasonable costs associated with inspection, handling, repackaging, and preparing an eligible product for resale.

We will confirm the applicable return costs and any restocking fee before the return proceeds. No fee will be applied in a manner that conflicts with applicable law or your rights concerning defective or incorrectly supplied products.

Exchanges

If you would like to exchange your product for another model or configuration, please contact us to discuss availability and feasibility.

Exchanges are subject to product availability, production status, transportation arrangements, and any price difference or additional costs agreed upon in advance.

3. Damaged, Defective, or Incorrect Products

We take care to prepare and protect every Northollen retreat for transportation. However, if your order arrives damaged, incomplete, defective, or different from what you ordered, we will work with you to resolve the issue.

Upon delivery, we recommend that you:

1. Inspect the exterior packaging and accessible parts of the product.
2. Record any visible damage on the delivery receipt, where possible.
3. Photograph the packaging, affected areas, and any missing or incorrect components.
4. Contact us promptly at sale@northollen.com, including your order number and supporting photographs or videos.

Please report visible shipping damage or missing items within 48 hours of delivery whenever possible so that we can promptly investigate and coordinate with the freight carrier.

If damage or a defect is discovered later, contact us as soon as reasonably possible. A delay in reporting does not automatically mean that the customer caused the damage or forfeits any rights available under applicable law.

After reviewing the information, we may arrange an appropriate remedy, which may include replacement parts, repair, replacement of the affected product, or another resolution required by applicable law.

Customers will not be charged return freight or restocking fees for returns or replacements that are our responsibility, subject to applicable law.

4. Return Request Procedure

All returns must be approved by Northollen before a product is sent back.

To request a return:

1. Email sale@northollen.com with your order number, reason for return, and contact details.
2. Provide clear photographs or videos of the product and its current condition when requested.
3. Allow our team time to review the request and determine eligibility.
4. If approved, follow the return instructions provided by our team, including the designated return address and transportation arrangements.

For high-value products, we may need additional time to coordinate inspection, specialized transportation, or unloading. We will keep you informed of the process.

Please do not ship or arrange transportation for a return without written authorization from Northollen. Unauthorized returns may be refused or delayed, and any resulting costs may be the customer's responsibility where permitted by law.

5. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method unless another arrangement is agreed upon or required by law.

We generally initiate eligible refunds within 7–14 business days after the return has been approved and all necessary checks are complete. Your bank or payment provider may require additional time to post the funds.

Any applicable cancellation, return freight, or restocking charges will be communicated before the return is finalized and deducted only where permitted by law.

If a refund is delayed beyond the expected timeframe, please contact us for an update.

6. Products Not Eligible for Standard Change-of-Mind Returns

Subject to applicable law, the following may be excluded from standard change-of-mind returns:

• Custom-built products manufactured to approved customer specifications.
• Personalized products or components, including customer-specific dedication plaques.
• Products that have been installed, used, modified, or damaged after delivery.
• Clearance or final-sale products whose return restrictions were clearly disclosed before purchase.
• Products returned without authorization or missing essential components.

These exclusions do not remove any rights you may have if a product is defective, damaged during delivery, incorrectly supplied, or otherwise covered by applicable law.

7. Warranty Information

Northollen products may be covered by a separate limited warranty against specified defects in materials and workmanship.

The applicable warranty period, covered components, exclusions, and claim procedures will be stated in the warranty documentation provided for your product.

Unless otherwise required by law, the warranty generally does not cover damage resulting from improper installation, misuse, unauthorized modification, accidents, or ordinary wear and tear.

To initiate a warranty claim, please contact sale@northollen.com with your order number, proof of purchase, a description of the issue, and supporting photographs or videos.

Our team will review your claim and explain the next steps. Depending on the nature of the issue and the applicable warranty, the remedy may include replacement parts, repair, or another appropriate solution.

The warranty does not replace or limit any rights or remedies available under applicable law.

8. Installation Services

Depending on the product and delivery location, installation guidance or professional installation services may be available separately.

Installation availability, service fees, site requirements, and scheduling will be confirmed before the service is purchased.

If professional installation has already been completed, installation labor and other services already performed are generally non-refundable, except where otherwise required by law or agreed in writing.

If installation has been purchased but has not yet been performed, please contact us to discuss cancellation and any eligible refund under the agreed service terms.

Customers arranging self-installation should follow the supplied installation instructions and ensure that the site, foundation, electrical supply, and access arrangements meet the product's requirements.

9. Return Shipping Responsibility

If a return is requested for personal preference or another reason unrelated to a Northollen error or product defect, the customer is generally responsible for the applicable return transportation costs, subject to the terms confirmed for the order and applicable law.

If the return or replacement is required because we supplied an incorrect product or the product arrived damaged or defective, Northollen will arrange an appropriate resolution without charging the customer return freight or restocking fees where required by law or under our agreed terms.

All return transportation must be coordinated with our team before collection.

10. Contact Northollen

For cancellation requests, return approvals, exchanges, refund questions, or warranty assistance, please contact us:

Email: sale@northollen.com
Phone: (314) 583-2563

Our team will guide you through the relevant process and explain the options available for your order.

Northollen
Considered design. Personal service. Made to belong.