Refund policy
1. Right of withdrawal – 30 days
You have the right to withdraw from your purchase within 30 days of the day on which you received the goods.
To exercise the right of withdrawal, you must clearly state that you are withdrawing from the purchase.
The notice of withdrawal can be given in any clear manner, for example by email or letter.
For faster and smoother handling, we recommend using our digital return process:
You can also give notice of withdrawal by email to support@nordwells.fi.
After giving notice of withdrawal, the goods must be returned without undue delay and no later than within 30 days.
You can also use the model withdrawal form of the Finnish Competition and Consumer Authority (Kilpailu- ja kuluttajavirasto) for exercising the right of withdrawal.
2. Returns, exchanges and complaints
We offer a digital return and complaints process (our returns page) that simplifies the handling of cases:
For returns:
👉 https://nordwells.fi/pages/palautukset-vaihdot
For a complaint, or if you have received the wrong product, you can use our complaints process directly here:
👉 /pages/retur-byten
Via the returns portal you can:
- register a return
- request an exchange
- report a complaint
- track the status of your case
However, you can always contact us by email or letter regarding a return, exchange or complaint.
3. Return costs
The return costs for a withdrawn purchase are borne by the consumer.
If our prepaid return label is used, a return fee of 9,9 € is deducted from the refund.
For an exchange of product or size, the return fee is 5,9 €.
In the case of an approved complaint, we cover the return costs.
4. Condition of the goods and diminished value
You have the right to try the goods in the same way as you would in a physical store.
We are entitled to make a deduction for diminished value on returned goods to the extent that the diminished value results from your having used the goods more than is necessary to establish their characteristics or functioning.
We recommend returning the goods in their original packaging, but this is not a requirement for exercising the right of withdrawal.
5. Exceptions to the right of withdrawal – hygiene products
The right of withdrawal does not apply to goods which, for health or hygiene reasons, are not suitable for return if the consumer has broken the seal after delivery.
This may apply, for example, to products intended for direct contact with the skin.
Information about such an exception is provided on the product page concerned.
6. Return address
NordWell Group AB
Blästergatan 21
462 73 Vänersborg
Sweden
7. Uncollected parcels
Shipments that are not collected from a pickup point or parcel locker and are returned to us are not counted as an exercise of the right of withdrawal.
A fee of 19,9 € is charged for an uncollected shipment, covering delivery, return costs, administration and handling.
If the order value is less than 19,9 €, the full order value is charged.
8. Refunds when exercising the right of withdrawal
For a withdrawn purchase, the refund is made without undue delay and no later than 14 days after we have received your notice of withdrawal.
We are entitled to wait until the goods have been returned or proof of return has been provided before the refund is made.
The refund is made using the same payment method that was used for the purchase, unless otherwise agreed.
Any return fees and deductions for diminished value are taken into account in the refund.
9. Refunds in the case of a complaint
In the case of an approved complaint, the refund, redelivery or other remedy is carried out without undue delay in accordance with the Consumer Protection Act.
The refund is made using the same payment method that was used for the purchase, unless otherwise agreed.
10. Contact
If you have any questions about returns, exchanges, complaints or refunds, feel free to contact us:
We always aim to respond to customer enquiries within 48 hours on weekdays.