RETURNS AND REFUNDS

Last updated: 2 September 2026

BEFORE YOU RETURN ANYTHING

Always contact us first at info@northernrest.ca with your order number. We will reply with a Return Authorization Number (RAN) and the return address. Please do not send anything back before you have your RAN.

Please note: our returns centre is in Tallinn, Estonia. Unless the item is faulty, defective or incorrect, or unless you are exercising a cancellation right granted to you by law, you pay the cost of returning it. International return shipping from Canada costs significantly more than a domestic return, so we recommend checking the cost with your carrier before you order.

ORDER CANCELLATION

You may cancel your order at no charge within 24 hours of placing it, provided it has not yet shipped. Email us at info@northernrest.ca with your order number. No return is required in that case β€” you do not need to send anything back, and we refund you in full.

After 24 hours, or once the order has entered fulfilment, we may not be able to stop it. You can then return it under the 30-day policy below.

These are commercial policies we offer in addition to your legal rights. They do not limit any cancellation right granted to you by the consumer protection law of your province or territory β€” including, in Quebec, your right to cancel where the information required before a distance contract is concluded was not disclosed to you, or where the goods are not delivered within 30 days of the date we indicated.

RETURNS WITHIN 30 DAYS

Change of mind. You may return any item within 30 days of delivery, unused and in resalable condition. Please include the original packaging where you can β€” it helps the item reach us safely and speeds up processing.

Exchanges. We do not offer direct exchanges. To change a colour or size, return the original item and place a new order. This does not apply to faulty, defective or incorrect items, which are covered below.

INCORRECT ITEMS

If you receive an item you did not order, contact us as soon as you can β€” ideally within 5 days of delivery, though this is not a deadline β€” with your order number, a description of the item received and a photo. We will send you return instructions, cover the return shipping, and send the correct item at no additional cost.

DAMAGED OR DEFECTIVE ON ARRIVAL

If an item arrives damaged or defective, contact us as soon as you can β€” ideally within 5 days of delivery, though this is not a deadline β€” with a photo or video clearly showing the problem, a short description and your order number. We send a free replacement as standard. If you prefer to return the item instead, we cover the return shipping. Please keep the packaging until the claim is settled.

LEGAL WARRANTY AND OUR COMMERCIAL WARRANTY

Legal warranty. Every product you buy from us is covered by a legal warranty that applies automatically, free of charge, and independently of any warranty we offer. Under the Consumer Protection Act of Quebec, goods must be fit for the purpose for which goods of that kind are ordinarily used (section 37), must be durable in normal use for a reasonable length of time having regard to their price, the terms of the contract and the conditions of use (section 38), and must be free of latent defects (section 53). The other provinces and territories provide comparable legal warranties. These rights apply regardless of how often you have used the product, and they cover defects that only become apparent after a period of normal use.

Our commercial warranty. In addition, we warrant our products against manufacturing defects. This commercial warranty does not cover damage caused by normal wear and tear, misuse, improper application or accidents. It is in addition to your legal warranty and never replaces or reduces it. Normal signs of wear do not in themselves constitute a defect.

Making a claim. Contact us at info@northernrest.ca with your order number and a description of the problem. We will offer you a repair, a replacement or a refund, and we cover the return shipping.

IF YOUR ORDER DOES NOT ARRIVE

If your order has not arrived within 30 days of the delivery date we indicated to you, contact us and we will refund you in full or send a replacement, as you prefer.

If the tracking shows the parcel as delivered but you have not received it, contact us straight away so that we can open an investigation with the carrier while the tracking data is still available.

These timeframes are there to help us act quickly. They do not limit any right or any limitation period granted to you by the law of your province or territory.

REFUNDS

Once we have received and inspected your return, we refund you to the original payment method. Where you cancel your order under the consumer protection law of your province or territory, we refund you within 15 days of your cancellation, regardless of when the goods reach us.Β Your bank or card issuer may take a few additional days to display the credit on your statement.

Where you cancelled your order within 24 hours and nothing was shipped, we refund you as soon as we have processed your request β€” no return and no inspection are needed.

HOW TO RETURN AN ITEM

  1. Contact us first (required). Email info@northernrest.ca with your order number, the item or items you wish to return, and the reason. We reply with a Return Authorization Number (RAN) and step-by-step instructions, including the return address.
  2. Prepare your parcel. Include the original invoice, or a note with your full name, email address and order number. Write the RAN on the outside of the parcel. For international returns, mark the customs declaration "Returned goods β€” no commercial value" so that the parcel is not taxed on arrival.
  3. Send it to our returns centre.
    NorthernRest – Returns (RAN required)
    Sepapaja tn 6, 15551 Tallinn, Estonia
    This address is for returns processing only. Please do not send items anywhere else.
  4. Use a tracked service and keep your proof of postage. Where we bear the return cost, we will tell you how to send it before you post it.
  5. Inspection and refund. We inspect the return on arrival and refund you within 15 days, as set out above.

WHO PAYS FOR THE RETURN

We cover the return shipping where the item is faulty, defective or incorrect, where you are making a warranty claim, and where you are exercising a cancellation right granted to you by the consumer protection law of your province or territory.

In all other cases β€” including a change of mind β€” return shipping is your responsibility and is not refunded.

Any customs charges on a parcel returned to us are our responsibility, provided the customs declaration is completed as described in step 2 above.

Company name: Sanovex OÜ
Registered office: Sepapaja tn 6, 15551 Tallinn, Estonia
Phone (Canada): +1(236)232-0090
Email: info@northernrest.ca

Our customer service is available Monday to Friday, 9 AM to 5 PM. We reply within 24 hours.

See also our Terms and Conditions and our Shipping Policy.