Refund policy
1. Right of withdrawal – 30 days
You have the right to withdraw from your purchase within 30 days of the day you receive the item.
To exercise the right of withdrawal, you must make a clear statement that you are withdrawing from the purchase.
The statement can be made in any clear manner, for example by e-mail or letter.
For faster and easier handling, we recommend that you use our digital returns process:
You can also notify us of your withdrawal by e-mail to support@nordwells.nl.
After you have notified us of your withdrawal, the item must be returned without undue delay and at the latest within 30 days.
2. Returns, exchanges and complaints
We offer a digital returns and complaints process (our returns portal) that allows you to handle matters easily:
For returns:
For a complaint or if you have received the wrong item, you can use our complaints process directly here:
👉 /pages/retur-byten
Via the returns portal you can:
- register a return
- request an exchange
- submit a complaint
- track the status of your case
You can always choose to contact us by e-mail or letter regarding a return, exchange or complaint.
3. Return costs
In the event of withdrawal, the return costs are borne by the consumer.
If our prepaid return label is used, a return fee of €9,90 will be deducted from the refund.
For an exchange of product or size, a return fee of €5,90 is charged.
In the case of an approved complaint, we reimburse the return costs.
4. Condition of the item and diminished value
You have the right to try the item in the same way as you would in a physical shop.
We have the right to make a deduction for any diminished value of a returned item, to the extent that the diminished value results from your having used the item beyond what is necessary to establish its nature, characteristics and functioning.
We recommend returning the item in its original packaging, but this is not a requirement for the right of withdrawal.
5. Exception to the right of withdrawal – hygiene products
The right of withdrawal does not apply to items that are not suitable for return for health or hygiene reasons, if the packaging has been unsealed by the consumer after delivery.
This may apply, for example, to products intended for direct skin contact.
Information about such exceptions can be found on the relevant product page.
6. Return address
NordWell Group AB
Blästergatan 21
462 73 Vänersborg
Sweden
7. Uncollected parcels
Shipments that are not collected from a pick-up point or parcel locker and are returned to us are not considered an exercise of the right of withdrawal.
For uncollected shipments, a fee of €19,95 is charged, corresponding to shipping costs, return costs, administration and handling.
If the order value is less than €19,95, the full order value will be charged.
8. Refund upon withdrawal
In the event of withdrawal, the refund will be made without undue delay and no later than 14 days after we have received your notice of withdrawal.
We have the right to wait until the item has been returned, or until proof of return has been provided, before making the refund.
The refund will be made using the same payment method as was used for the purchase, unless otherwise agreed.
Any return fees and deductions for diminished value will be offset against the refund.
9. Refund upon complaint
In the case of an approved complaint, a refund, replacement or other remedy will be provided without undue delay, in accordance with applicable laws and regulations.
The refund will be made using the same payment method as was used for the purchase, unless otherwise agreed.
10. Contact
If you have any questions about returns, exchanges, complaints or refunds, you can contact us at:
We aim to respond to customer enquiries within 48 hours on working days.