Refund policy
Refund policy
1. Right of withdrawal – 30 days
You have the right to withdraw from your purchase within 30 days of the day you received the goods.
To exercise the right of withdrawal, you must give a clear statement 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 that you use our digital returns flow:
Returns, exchanges & complaints
You can also give notice of withdrawal by email to kontakt@nordwells.se.
Once the notice of withdrawal has been given, the goods must be sent back without undue delay and no later than within 30 days.
You can also use Konsumentverket’s (the Swedish Consumer Agency’s) standard form for the right of withdrawal.
2. Returns, exchanges and complaints
We offer a digital returns and complaints flow (Returnflows) that makes handling cases easier:
For returns:
Returns, exchanges & complaints
For complaints, or if you have received the wrong product, you can also use our
complaints flow directly here:
Returns, exchanges & complaints
Via the returns portal you can:
register a return
request an exchange
report a complaint
follow the status of your case
However, you can always choose to contact us by email or letter regarding a return, exchange or complaint.
3. Return costs
If you withdraw from a purchase, the consumer bears the cost of return shipping.
If our prepaid return label is used, a return fee of 69 kr is charged, which is deducted from the refund.
For an exchange of product or size, a return fee of 29 kr is charged.
For an approved complaint, we bear the cost of return shipping.
4. Condition of the goods and diminished value
You have the right to try the goods in the same way as in a physical shop.
We are entitled to make a deduction for the diminished value of returned goods to the extent that the diminished value results from you having used the goods to a greater extent than is necessary to establish their characteristics or functioning.
We recommend that the goods be returned in their original packaging, but this is not a requirement for the right of withdrawal to apply.
5. Exception 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 seal has been broken by the consumer after delivery.
This may, for example, apply to products intended for direct skin contact.
Information about such an exception is provided on the respective 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 do not count as an exercise of the right of withdrawal.
For an uncollected shipment, a fee of 199 kr is charged, corresponding to the costs of shipping, return shipping, administration and handling.
If the order value is lower than 199 kr, the full order value is charged.
8. Refunds when exercising the right of withdrawal
If you withdraw from a purchase, the refund is made without undue delay and no later than within 14 days of the date on which we 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 to the same payment method that was used for the purchase, unless otherwise agreed.
Any return fees and deductions for diminished value are adjusted in connection with the refund.
9. Refunds for complaints
For an approved complaint, a refund, redelivery or other remedy is provided without undue delay, in accordance with the Swedish Consumer Sales Act (konsumentköplagen).
The refund is made to 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, you are welcome to contact us at:
Our aim is always to respond to customer enquiries within 48 hours on weekdays, excluding public holidays.