Terms of service

1. Company information

https://nordwells.se is operated by:

NordWell Group AB
Corporate identity number: 559318-8914
Blästergatan 21, 462 73 Vänersborg, Sweden
Email: kontakt@nordwells.se

2. General

These terms and conditions of purchase apply to consumer purchases made on https://nordwells.se.

By completing a purchase, you accept these terms and conditions of purchase and our privacy policy.

To shop on nordwells.se, you must be at least 18 years old or have the consent of a parent or guardian. Certain payment options, such as invoice and instalment payment, require the customer to be at least 18 years old.

We comply with Swedish legislation, applicable consumer legislation, the practice of ARN (Allmänna reklamationsnämnden, the Swedish National Board for Consumer Disputes) and Trygg E-handel’s guidelines.

The terms and conditions of purchase are also available in downloadable PDF format here.

3. Use of the website

You are responsible for ensuring that the information you provide is correct and up to date.

The website may not be used in a way that may cause harm or disruption or that is contrary to applicable legislation.

Information about how we process personal data can be found in our privacy policy.

4. Orders and contract

When you place an order, an order confirmation is sent by email.

The order confirmation means that a binding contract has been concluded between you and Nordwells.

Keep the order confirmation for future contact with customer service.

5. Prices and payment terms

All prices are stated in Swedish kronor (SEK) including VAT.

Any shipping costs and fees are shown at checkout before the purchase is completed.

We reserve the right to correct obvious typographical errors.

Payment can be made by card, Swish, invoice or instalment payment through our payment service providers Klarna and Walley. For businesses, we also offer Billie.

Klarna’s payment terms, which will apply to your payment when you pay via Klarna, can be found: here.

Walley’s payment terms, which will apply to your payment when you pay via Walley, can be found: here.

Billie’s payment terms, which will apply to your payment when you pay via Billie, can be found: here.

The terms for each payment method, including information about any fees, interest, credit checks and when payment is charged, are shown at checkout or via a clear link to the respective payment service provider’s terms.

For invoice and instalment payment, the respective payment service provider’s payment terms apply.
For credit purchases, the payment service provider supplies the Standard European Consumer Credit Information (SEKKI), which is shown at checkout before the purchase is completed.

Card payments are protected by 3D Secure.

When paying by card or Swish, 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 stated by our partners at checkout.

7. Delivery information

Delivery times

All products sold on nordwells.se are in stock and are shipped from the same warehouse.

If you order several products, the entire order is shipped together in one and the same parcel. The stated delivery time applies to the entire order.

The delivery time refers to the time from when you received your order confirmation (The delivery time refers to weekdays, excluding public holidays).

Delivery to pick-up points and parcel lockers

For delivery to a pick-up point or parcel locker, the shipment is normally held for:

Bring: 7 days
Instabox/Budbee: 3 days (can be extended by 3 extra days via the app; a holiday counts as half a day)

If the shipment is not collected within the stated time, it is returned to us. See section 12.

Delivery to your letterbox (PostNord Varubrev)

If you choose PostNord Varubrev, delivery takes place without full tracking and without signature.

This delivery method is uninsured and is delivered to the address provided when ordering. It is therefore important that you ensure that correct and complete delivery details are provided.

In the event of non-delivery, the possibility of tracing the shipment may be limited compared with fully trackable delivery options.

For greater traceability and insurance, we recommend that you choose Bring, Instabox or Budbee at checkout.

Delivery delays

If a delivery is delayed, we will notify you by email as soon as possible.

In the event of a delivery delay, you as a consumer are entitled to the remedies provided under the Swedish Consumer Sales Act (konsumentköplagen). This means that in certain cases you may be entitled to cancel the purchase, for example if the delay is of material importance to you or if the goods cannot be delivered within a reasonable time.

In the event of cancellation, all payments made are 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 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. See the contact details in section 1.

For faster handling, we recommend that you use our digital returns flow.

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 use Konsumentverket’s (the Swedish Consumer Agency’s) standard form for the right of withdrawal.

9. Right of withdrawal – returns, condition and diminished value

This section applies when you as a consumer exercise your right of withdrawal under the Swedish Distance Contracts Act (distansavtalslagen).
These provisions do not apply to complaints about defective goods.

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.

10. Returns, exchanges and complaints

We offer a digital returns flow that makes handling cases easier:

Returns, exchanges & complaints

However, you can always choose to contact us by email or letter.

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 deducted from the refund. For exchanges, a return fee of 29 kr is charged.

The easiest way to make a complaint about an item is to use our complaints flow

Returns, exchanges & complaints

For an approved complaint, we bear the cost of return shipping.

11. 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 exception applies only if the seal has been broken and information about the exception is provided on the product page.

12. Return address

Returns under the right of withdrawal & complaints are to be sent to the address below:

NordWell Group AB
Blästergatan 21
462 73 Vänersborg
Sweden

13. Uncollected parcels

Shipments that are not collected do not count as an exercise of the right of withdrawal.

For an uncollected shipment, a fee of 199 kr is charged, corresponding to shipping, return shipping and administration. If the order value is lower, the full amount is charged.

14. Exchanges

For exchanges, follow the instructions in the returns flow. The terms for shipping costs are stated there.

15. Complaints

You have the right to make a complaint about defects in goods in accordance with the Swedish Consumer Sales Act (konsumentköplagen).

A complaint must be made within a reasonable time after the defect has been discovered. A complaint made within 2 months of the defect in the goods being discovered is always considered to have been made in due time.

We are liable for defects in the goods that existed at the time of delivery and that become apparent within three years of that time. A claim based on a defect becomes time-barred if it is not made within two months of the end of the aforementioned three-year period. You can therefore make a complaint about defects that have become apparent within 3 years of delivery for a further 2 months thereafter, for example if the defect is discovered at the end of the three-year period

If your complaint is approved, you may be entitled to redelivery, repair, a price reduction or cancellation with a refund.

Complaints can be made via our complaints flow, or alternatively by email or letter.

If you have received the wrong product, you can also make a complaint about this via the complaints flow or by contacting us by email or letter. See the contact details in section 1.

16. Transport damage

Transport damage can be claimed under the same rules as other complaints.
See section 15.

17. Refunds

Refunds are made without undue delay and no later than within 14 days of our receipt of the consumer’s notice of withdrawal. We are entitled to wait until the goods have been returned or proof of return has been provided.

If your complaint is approved, we will refund you without undue delay.

The refund is made to the same payment method that was used for the purchase, unless otherwise agreed.

18. Disputes and governing law

Swedish law applies.

In the event of a dispute, you can turn to:

Allmänna reklamationsnämnden (ARN)
Box 174, 101 23 Stockholm
www.arn.se

We follow ARN’s recommendations.

19. Intellectual property rights

All content on the website is owned by Nordwells or its licensors and may not be used without written permission.

20. Liability

We are liable in accordance with mandatory consumer legislation and do not limit the consumer’s rights contrary to law.