At Northlight Paradise, we’re dedicated to making your Christmas magical. While we strive for every ornament to sparkle and every tree to stand tall, we understand that sometimes an item might not meet your expectations. Our hassle-free returns policy is designed with the festive spirit in mind, ensuring your holiday decorating remains a joy.

Returns & Exchanges Eligibility

We gladly accept returns and exchanges for most items within 15 days of your receipt of delivery. To be eligible, items must be:

  • In their original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by your original order confirmation or receipt
Please Note: Due to the nature of seasonal and personal use items, the following products are final sale and cannot be returned or exchanged:
  • Christmas Trees (artificial)
  • Plants and Flowers (artificial or live)
  • Gift Wrap (if used or unrolled)
  • Decorative hooks and ties (opened packages)
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email our customer care team at [email protected] with your order number and details about the product you would like to return or exchange.
  2. Wait for Instructions: Our team will respond within 1-2 business days with a Returns Authorisation (RA) number and instructions on where to send your item. Please do not ship anything back without this number.
  3. Pack and Ship: Securely pack the item in its original packaging, include a copy of your order confirmation, and clearly write the RA number on the outside of the box. Ship your return to:

    Northlight Paradise Returns
    23 Delan Road
    DUINGAL, AU 4671
    Australia

    Please note: Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective item).
  4. Processing: Once we receive and inspect your returned item, we will process your refund or exchange within 3-5 business days.

Refund Timelines and Methods

We want you to have your funds back in time to find the perfect replacement decoration!

  • Timeline: Refunds will be processed to your original method of payment within 5-10 business days after we have received and approved your return.
  • Method: Your refund will be issued via the original payment method (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear on your credit card or PayPal statement, depending on your financial institution’s processing times.
  • Exchanges: For exchanges, we will ship the new item to you as soon as the return is processed. Standard or free shipping charges will apply based on the new order value.

Please note that original shipping fees are non-refundable.

Return Request Email Template

To make the process even easier, you can use the template below to email us. Just fill in the blanks!

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Northlight Paradise Team, I would like to request a [return/exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product] Reason for Return/Exchange: [Please provide a brief reason] I have read and understood the Returns & Exchanges policy on your website. Thank you for your assistance. I look forward to hearing from you soon. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Questions?

Our friendly customer service elves are here to help make things right! For any questions about returning an item, please don’t hesitate to contact us at [email protected].

Thank you for bringing the magic of Northlight Paradise into your home. We’re committed to ensuring your holiday season is as bright and cheerful as our decorations!

Warmest Wishes,
The Team at Northlight Paradise