Return policy

THE NORTH FACE reserves the right to accept return requests on a case-by-case basis. But we are committed to providing a seamless and customer-centric return process.

1. Return Period

At THE NORTH FACE, we believe in providing our customers with ample time to assess their purchases. As such, you have a generous return window of 30 days from the date of receiving your item to request a return.

Please allow up to 7 business days for us to review your return case. Once your request is accepted, you will have 7 business days to return the goods to us. Upon receiving the item(s) and verifying that it meets all our required conditions, we will promptly process the refund or exchange within the next 7 business days. Kindly note that it may take up to 30 business days for the refunded amount or exchange item to appear in your account or be delivered to you.

2. Our Request When Executing the Return Process

To ensure a smooth return process, we kindly request that returned goods meet the following conditions:

Returns must be shipped using registered mail.
The product must be in the same condition as you received it.
All items must be in their original packaging and securely packed for shipping, complete with all accessories or parts, as in the original order. The customer is responsible for all risks and damages during the return process.
There should be no damage or stains on the product (except damage shown in video unboxing).
The product must be unused and show no signs of prior use.
Include a printed copy of the invoice with your return.

If you cannot meet the above requests, your return request will not be accepted by us.

3. Return Shipping Fees

In the following cases, customers will need to pay for shipping costs themselves (the way to the customer's address and the way back to our warehouse) in the following cases:

Customers fail to pay import tax in their countries.
The customer fails to provide the required documents for the destination country.
The address is incorrect.
Unclaimed.

Therefore, you should carefully consider “Should I return the goods or not?” because the international shipping fee is a fee worth considering and risks as damages during the return shipping.

4. Reasons for Returns that are Not Accepted

We will not accept returns and refunds from you for one of the following reasons:

The product has been used.
For “personal feelings” reasons such as: Changing my mind, I don't like the product or the product is not right for me.
The product is not sold on THE NORTH FACE.
Items with a low shelf life (less than 2 months), perishable products (food, flowers, or plants), and personalized products.
Due to allergies, so before purchasing the product, please contact us to check the ingredients of the product.
In cases of obvious user abuse, we reserve the right to reject claims of return.

5. Reasons for Returns that are Accepted

Returns for Damaged, Wrong or Defective Items

If items in your order are damaged, wrong or defective, we will accept returns. To assist us in processing your claim quickly, we kindly ask that you send us a video of the unboxing process with pictures as detailed as possible by contacting us at [email protected]. We will need those proofs to work with the Manufacturer and Process Team.
Additionally, please send us your Order Number so that we can check your case more easily. Please note that product damage does not include damage to the product package or box.
Damaged, Wrong or Defective products must be returned as an approved return, as requested by our customer service staff, for reimbursement.
Upon satisfying the necessary requirements, we will reimburse the full purchase price of the items, as well as the original shipping expenses and any return shipping costs.
Please be aware that product damage does not include damage to the product's package or box. Returns are only accepted if the actual products are damaged or defective.
However, in cases of obvious user abuse, we reserve the right to reject claims of return.

Refund Processing Time

For refunds initiated by THE NORTH FACE, the processing time typically takes 1 to 5 business days. However, the exact timeframe may vary depending on your financial institution and payment method. Kindly note that it may take up to 30 business days for the refunded amount to be delivered to you.

 Additional Information

 THE NORTH FACE does not cover any fees charged by your credit card company during the refund process; these charges are the customer's responsibility.

At THE NORTH FACE, we strive to offer a comprehensive and customer-oriented refund policy to ensure your shopping experience is enjoyable and stress-free. If you have any queries or require further assistance, please do not hesitate to contact our dedicated Customer Support team at [email protected]. We are here to assist you throughout the refund process and provide the best possible solutions for your needs.