Return and Refund Policy
Returns & Refunds Policy
Last updated: September 24, 2026
This Returns & Refunds Policy describes the procedures applicable to order cancellations, returns, claims, and refunds for orders placed through North Global Oy (Northbull Imports).
1. Made-to-Order and Customized Products
Machines and other products sold through Northbull Imports are generally manufactured based on the customer's order and may include accessories, features, configurations, or other specifications selected by the customer.
Made-to-order products or products customized according to the customer's requirements generally cannot be returned solely because the customer changes their mind after placing the order.
Any statutory right of cancellation or return shall be determined in accordance with applicable mandatory law.
2. Order Cancellation Before Delivery
If the customer wishes to cancel an order that has already been paid for, the customer must contact North Global Oy as soon as possible by email at myynti@imports.men.
If the manufacturing, procurement, or order-specific processing of the product has not yet begun, North Global Oy will determine whether the order can be cancelled.
If manufacturing or other order-related processing has already begun, cancellation may no longer be possible. The possibility of cancellation and any costs already incurred will be assessed on a case-by-case basis according to the status of the order and applicable law.
3. Product Cannot Be Delivered
If delivery of an ordered and paid product becomes permanently impossible, North Global Oy will cancel the order for the affected product and notify the customer without undue delay.
The customer will receive a full refund of all amounts paid for the cancelled order, without additional charges.
If delivery is delayed but the order can still be fulfilled, North Global Oy will inform the customer of the situation and, where possible, provide an updated estimated delivery time. A delivery delay alone is not considered a permanently prevented delivery under this section.
4. Incorrect or Incomplete Delivery
If the delivered machine, model, accessories, or technical specifications do not correspond to the customer's confirmed order, the customer must submit a claim without undue delay by email to myynti@imports.men.
The same procedure applies if a product, part, or accessory included in the confirmed order is missing from the delivery.
Where possible, the customer should provide the order number, a description of the discrepancy, and photographs or other information reasonably required to investigate the matter.
North Global Oy will investigate the discrepancy and agree with the customer on an appropriate solution, which may include correction of the issue, delivery of the missing item or part, replacement, refund, or another appropriate remedy.
5. Shipping Damage
The customer should inspect the delivery, where reasonably possible, when receiving it.
If visible shipping damage is found on the packaging or product, the customer should, where possible, note the damage on the transport documents and document the damage with photographs.
Shipping damage must be reported to North Global Oy without undue delay by email at myynti@imports.men. Where possible, the notification should include the order number, a description of the damage, and photographs of both the packaging and the damaged product.
North Global Oy will investigate the damage together with the customer and, where necessary, with the carrier, manufacturer, or insurance provider.
6. Product Defects and Warranty
If a technical defect or another issue potentially covered by warranty is discovered after delivery, the customer must contact North Global Oy at myynti@imports.men.
The customer must provide information reasonably necessary to investigate the issue, such as the order number, a description of the defect, and, where necessary, photographs, videos, fault codes, or other technical information.
The applicable warranty terms and warranty period are stated in connection with the product or in other terms applicable to the order. The manufacturer may participate in assessing technical defects and carrying out warranty-related measures.
North Global Oy will assist the customer with the claim and warranty process and, where necessary, coordinate the investigation with the manufacturer.
Nothing in this section limits any rights the customer may have under applicable mandatory law.
7. Return Procedure
Products must not be returned without prior authorization from North Global Oy.
If the customer believes they are entitled to return a product, they must first contact myynti@imports.men and provide the order number and reason for the requested return.
A return may only be made after North Global Oy has approved the return in writing and provided the necessary return, packaging, and transportation instructions.
Sending a product without prior authorization may result in significant transportation, storage, or customs costs and does not guarantee that the return will be accepted.
Where a return is permitted and approved under this Returns & Refunds Policy, the customer must initiate the approved return within 30 days of receiving the return authorization, unless another period is required by mandatory law or separately confirmed in writing by North Global Oy.
This 30-day period does not create a general right to return made-to-order or customized products. Return eligibility is determined according to this Returns & Refunds Policy and applicable mandatory law.
8. Return Address
North Global Oy's location in Fagervik is not automatically the return address for products.
Because the products may consist of large machinery and their supply chains are order-specific, the correct return address and the applicable transportation and packaging instructions for an approved return will be provided to the customer separately in writing on a case-by-case basis.
The customer must not send a product to North Global Oy's premises or any other address before receiving return instructions.
9. Return Costs
Transportation costs and other costs associated with an approved return will be determined when the return is authorized.
Responsibility for return costs will depend on the reason for the return, the terms applicable to the order, and applicable mandatory law.
If the return results from an incorrect or incomplete delivery for which North Global Oy is responsible, or another defect for which the customer is not responsible under the applicable terms or mandatory law, the customer will not be charged return costs that are not their responsibility.
10. Refund Processing
Once a refund has been approved, North Global Oy will process the refund without undue delay and no later than 14 days after the refund has been approved.
The refund will be issued using the agreed payment method or, where possible, the original payment method. Processing times of payment service providers or banks may affect when the refunded amount appears in the customer's account.
If resolving a claim requires a technical investigation, additional documentation, or participation by the manufacturer before a refund decision can be made, North Global Oy will keep the customer informed of the progress of the case and any additional information that may be required.
11. Contact Information
All inquiries concerning returns, claims, cancellations, and refunds may be submitted to:
North Global Oy / Northbull Imports
Barösundintie 285
10250 Fagervik, Finland
Email: myynti@imports.men
Phone: +358 45 7830 4040
Business ID: 3516041-8
VAT ID: FI35160418
North Global Oy aims to process claims and return requests as quickly as reasonably possible and to keep the customer informed when resolving the matter requires additional information or the participation of a third party.
Nothing in this Returns & Refunds Policy limits any rights the customer may have under applicable mandatory law.