Terms of service
Terms and Conditions
1. Company information
https://nordwells.nl is operated by:
NordWell Group AB
VAT number: SE559318891401
Blästergatan 21, 462 73 Vänersborg, Sweden
E-mail: support@nordwells.nl
2. General
These terms and conditions apply to consumer purchases made via https://nordwells.nl.
By completing a purchase, you accept these terms and conditions and our privacy policy.
To shop at https://nordwells.nl, you must be at least 18 years old or have your parents' consent. Certain payment options, such as invoice and instalment payment, require you to be at least 18 years old.
We act in accordance with applicable Dutch law and relevant consumer protection legislation.
3. Use of the website
You are responsible for keeping the information you provide correct and up to date.
You may not use the website in a way that may cause damage, is disruptive or is contrary to the law.
Information about the processing of personal data can be found in our privacy policy.
4. Order and agreement
When you place an order, an order confirmation is sent to your e-mail address.
The order confirmation means that a binding agreement has been concluded between you and Nordwells.
Please keep the order confirmation for future contact with customer service.
5. Prices and payment terms
All prices are stated in euros (EUR) including VAT.
Any shipping costs and surcharges are shown in the shopping cart before the purchase is completed.
We reserve the right to correct obvious errors.
Payment can be made by credit card, iDEAL, invoice or instalment payment via our payment partner Klarna.
Klarna's payment terms can be found here.
Card payments are secured with 3D Secure. When paying by card, the amount is charged immediately when the purchase is completed.
6. Delivery
The binding delivery time is stated on the product page, and the estimated delivery time is indicated by our partners in the shopping cart.
7. Delivery information
Delivery times
All products on https://nordwells.nl are in stock and are shipped from the same warehouse.
If you order several products, the entire order is shipped together in one parcel. The stated delivery time applies to the entire order.
The delivery time is calculated from receipt of the order confirmation (delivery time applies to working days, excluding public holidays).
Delivery to parcel locker and home address
For delivery via one of our carriers, a delivery time of 1–3 working days applies:
- Budbee Box: delivery to parcel locker, 1–3 working days
- DPD: delivery to home address, 1–3 working days
If the shipment is not collected from the Budbee Box within the stated time, it will be returned to us. See section 13.
Delivery delays
If a delivery is delayed, we will inform you by e-mail as soon as possible.
In the event of a delivery delay, you as a consumer are entitled to the remedies arising from applicable Dutch law. This means that in certain cases you can terminate the agreement, for example if the delay is of material importance to you or if the item cannot be delivered within a reasonable period.
In the event of termination, all payments will be refunded without undue delay.
8. 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. See the contact details in section 1.
For faster handling, we recommend that you use our digital returns process.
After you have notified us of your withdrawal, the item must be returned without undue delay and at the latest within 30 days.
9. Right of withdrawal – returned items, condition and diminished value
This section applies when you, as a consumer, exercise your right of withdrawal in accordance with applicable consumer law.
These provisions do not apply to complaints about defective items.
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.
10. Returns, exchanges and complaints
We offer a digital returns process that allows you to handle matters easily:
You can always choose to contact us by e-mail or letter.
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 exchanges, a return fee of €5,90 is charged.
The easiest way to submit a complaint about an item is to use our complaints process:
In the case of an approved complaint, we reimburse the return costs.
11. 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 exception only applies if the packaging has been unsealed, and information about this can be found on the product page.
12. Return address
Returns and complaints are to be sent to:
NordWell Group AB
Blästergatan 21
462 73 Vänersborg
Sweden
13. Uncollected parcels
Uncollected shipments 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 and administration. If the order value is lower, the full amount will be charged.
14. Exchanges
For exchanges, follow the instructions in the returns process. The terms for shipping costs are stated there.
15. Complaints
You have the right to make a complaint about defects in an item in accordance with applicable Dutch law.
A complaint must be made within a reasonable period after the defect has been discovered. A complaint made within 2 months after the defect has been discovered is always considered to have been made in time.
Our liability is not limited to a fixed period. We are liable for defects that were present at the time of delivery, even if they only become apparent later, for as long as you could reasonably expect the item to function without that defect.
In the case of an approved complaint, you may be entitled to replacement, repair, a proportionate price reduction or termination with a refund.
Complaints can be submitted via our complaints process, or by e-mail or letter.
If you have received the wrong item, you can also report this via the complaints process or by contacting us by e-mail or letter. See the contact details in section 1.
16. Transport damage
Transport damage can be reported according to the same rules as other complaints. See section 15.
17. Refunds
Refunds are made without undue delay and no later than 14 days after we have received the consumer's notice of withdrawal. We have the right to wait until the item has been returned, or until proof of return has been provided.
In the case of an approved complaint, we will refund you without undue delay.
The refund will be made using the same payment method as was used for the purchase, unless otherwise agreed.
18. Disputes and applicable law
Dutch law applies.
In the event of a dispute, you can turn to:
Geschillencommissie (the Dutch Disputes Committee)
Postbus 90600
2509 LP Den Haag
www.degeschillencommissie.nl
We act in accordance with the recommendations of the Geschillencommissie.
19. Intellectual property rights
All content on the website is the property of Nordwells or its licensors and may not be used without written permission.
20. Liability
We are liable in accordance with mandatory consumer protection law and do not restrict the consumer's rights contrary to the law.