At Northlight Shop, we stand behind the quality of our outdoor living products. We want you to be completely satisfied with your purchase of flags, fountains, garden decor, and all our patio essentials. If you’re not happy with an item, we’re here to help make it right.

Return & Exchange Timeframe

You may return or exchange most items within 15 days of receiving your shipment. Please note that all returned items must be in original condition: unused, unassembled, and in their original packaging with all tags attached.

Non-Returnable Items

Due to hygiene and safety reasons, the following products cannot be returned or exchanged:

  • Outdoor Cushions
  • Outdoor Pillows

Additionally, custom or personalized items, including certain garden sculptures and wind chimes, may not be eligible for return unless they arrive damaged or defective.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Your Item: Securely repackage the item in its original packaging, including all parts and documentation.
  4. Ship Your Return: Clearly write your RMA number on the outside of the package and ship to our address. We recommend using a trackable shipping method.

Important: Returns shipped without an RMA number may experience significant processing delays or may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or we made an error in your order. Original shipping fees are non-refundable.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow additional time for your bank or credit card company to process and post the refund to your account (typically 3-10 business days after we process it)

Exchange Processing

For exchanges:

  • We will ship your replacement item once we receive the returned product
  • Standard shipping charges apply for the new shipment
  • If the exchange item costs more than the returned item, you will be invoiced for the difference
  • If the exchange item costs less, we will refund the difference to your original payment method

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for returning the damaged item.

Return Request Email Template

Copy and paste the template below to request a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Northlight Shop Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product Name: [Name of Product] Product SKU: [If available] Reason for Return/Exchange: [Please provide details] I have read and understand the return policy on your website. Please provide instructions for returning the item and any additional information you may need. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Need Help?

Our customer service team is happy to assist with any questions about returns or exchanges.

Email: [email protected]
Address: Northlight Shop, 1776 Jarvisville Road, Westbury, NY 11590 USA

Please allow 1-2 business days for email responses.