Refund policy
1. Right of withdrawal – 30 days
You have the right to withdraw from your purchase within 30 days from the day you receive the item.
To exercise the right of withdrawal, you must give a clear statement that you are withdrawing from the purchase.
The statement can be made in any clear manner of your choice, e.g. by email or letter.
For faster and easier processing, we recommend that you use our digital returns flow:
You can also notify us of your withdrawal by email to kontakt@nordwells.dk.
After giving notice of withdrawal, the item must be returned without undue delay and no later than within 30 days.
2. Returns, exchanges and complaints
We offer a digital returns and complaints flow (our returns page) that makes it easy to handle cases:
For returns:
For a complaint or if you have received the wrong item, you can use our complaints flow directly here:
👉 /pages/retur-byten
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 returns, exchanges or complaints.
3. Return costs
In the event of withdrawal, the consumer pays the return shipping.
If our prepaid return label is used, a return fee of 69 DKK is deducted from the refund.
For an exchange of product or size, a return fee of 39 DKK is charged.
For an approved complaint, we cover the return shipping.
4. Condition of the item and diminished value
You have the right to try the item in the same way as in a physical store.
We have the right to make a deduction for diminished value of a returned item to the extent that the diminished value results from your handling of the item beyond what is necessary to establish its nature, characteristics or functioning.
We recommend returning the item in its original packaging, but this is not a requirement for the right of withdrawal to apply.
5. Exception from the right of withdrawal – hygiene products
The right of withdrawal does not apply to goods that are not suitable for return for health or hygiene reasons if the packaging has been opened by the consumer after delivery.
This may, for example, apply to products intended for direct skin contact.
Information about such exceptions is stated on the individual product page.
6. Return address
NordWell Group AB
Blästergatan 21
462 73 Vänersborg
Sweden
7. Uncollected parcels
Shipments that are not collected from the parcel shop or parcel locker and are returned to us are not considered an exercise of the right of withdrawal.
For uncollected shipments, a fee of 149 DKK is charged, corresponding to shipping, return shipping, administration and handling.
If the order value is less than 149 DKK, the full order value is charged.
8. Refund upon withdrawal
In the event of withdrawal, the refund is made without undue delay and no later than within 14 days from the day we 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 the refund is made.
The refund is made to the same payment method as used for the purchase, unless otherwise agreed.
Any return fees and deductions for diminished value are offset against the refund.
9. Refund upon complaint
In the event of an approved complaint, refund, replacement delivery or other remedy takes place without undue delay in accordance with the Danish Sale of Goods Act (købeloven).
The refund is made to the same payment method as used for the purchase, unless otherwise agreed.
10. Contact
If you have questions about returns, exchanges, complaints or refunds, you are welcome to contact us via:
We strive to respond to customer enquiries within 48 hours on weekdays.