Refund policy

Refund Policy

Your satisfaction and safety are our highest priorities. We offer two distinct policies for returning a product: our 30-Day Satisfaction Guarantee for products you have tried, and the standard 14-Day Right of Withdrawal for unopened products.

Please read the options below to see which applies to your situation.

1. Our 30-Day 100% Satisfaction Guarantee (For Opened Products)

We are confident you will be satisfied with our products. Therefore, we offer a 30-day satisfaction guarantee on your first purchase of any product. This allows you to open and use the product. If you are not satisfied, you can return the item for a full refund of the product's purchase price.

  • Eligibility: This guarantee is valid for 30 days from the date you receive your item and applies only to a customer's first-time purchase of a specific product type. You will need the receipt or proof of purchase (e.g., your order confirmation email).

  • How to Start: To use the guarantee, please contact us at kontakt@nordiskfamily.dk with your order number. We will provide you with instructions on how and where to send your package.

  • Return Shipping: You will be responsible for covering the shipping costs for returning your item.

2. Standard 14-Day Right of Withdrawal (For Unopened Products)

In accordance with European Union law, you have the right to cancel and return your order within 14 days of receiving it, for any reason and without a justification. This policy applies if you wish to return an item in its original, sealed condition.

  • Eligibility: To be eligible for a return under this policy, the item must be in the exact same condition that you received it. The product box's hygiene seal must be intact and unbroken. The item must be unused and in its original packaging. You will also need the receipt or proof of purchase.

  • How to Start: To start a return, you must contact us at kontakt@nordiskfamily.dk within the 14-day period. Items sent back to us without first requesting a return will not be accepted.

  • Return Shipping: You will be responsible for covering the direct costs of returning the item.

3. Pre-Order Cancellations (Before Shipment)

When you purchase an item on pre-order, the full payment is charged to your payment method immediately at checkout to secure your reservation. However, you have the right to cancel your pre-order at any time, for any reason, before the order has been dispatched.

  • Eligibility: This applies exclusively to pre-orders that have not yet been processed and shipped from our warehouse.

  • How to Start: If you wish to cancel your pre-order, simply contact us at kontakt@nordiskfamily.dk with your order number. We will cancel the order and immediately issue a full refund to your original payment method.

General Conditions for All Returns

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and make it right as quickly as possible.

Exceptions / Non-Returnable Items

As our products are perishable goods, we cannot accept returns of items where the hygiene seal has been broken under the standard 14-day withdrawal policy. Unfortunately, we also cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have according to the relevant policy above. Once the return is accepted and processed, you can make a separate purchase for the new item.

Refunds

We will notify you via email once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at kontakt@nordiskfamily.dk.