Return & Refund Policy
At NORDIC EXPAT SHOP, we value our customers' satisfaction and aim to provide a seamless shopping experience. We understand that there may be situations where returns or refunds are necessary. To ensure clarity and transparency, we have developed a concise and comprehensive Return & Refund Policy. Please take a moment to familiarize yourself with the following segments that outline our guidelines for various scenarios. We strive to address delivery issues, damaged packages, return procedures, expired products, reimbursement options, and refused shipments. Your understanding and cooperation in adhering to these guidelines will help us assist you in the most efficient and satisfactory manner possible.
Segment 1: Delivery Issues
- Packages denied entry by governmental institutions will not be returned and will be destroyed.
- Customers are responsible for checking import regulations before ordering.
- Lost shipments will be fully reimbursed for all affected products.
- Refusal of shipments from NORDIC EXPAT SHOP or unsuccessful delivery after the final attempt to the specified address, you will be held accountable for the original shipping charges, incurred duties, taxes, customs charges, and return costs, provided that the package is not destroyed. The refunded amount, if eligible for a refund, will be deducted from the total value of the returned order. If the return costs are greater than the value of the order, no refund is offered.
Segment 2: Damaged Packages
- If you receive a package with visible damage, accept it with reservations and object to the condition immediately.
- Open the package in the presence of shipping company staff to document the situation.
- If contents are damaged, initiate a compensation case with the shipping company.
- Contact the shipping company promptly for non-visible damage and initiate the compensation case within the designated timeframe.
- Gather evidence through photographs of the package and damaged products.
- Contact NORDIC EXPAT SHOP promptly and provide order number and a comprehensive account of the situation along with the gathered evidence.
Segment 3: Return Shipments
- Return shipping costs are to be held by the customer.
- Customers bear the risk of items until they are returned.
- Reimbursement is possible for incorrectly ordered products upon undamaged return. See segment 7*
- Right of Withdrawal - see segment 7*
Segment 4: Substitution Policy
- If a product becomes undeliverable for any reason, we have a substitution policy in place to ensure you still receive a product of equal value from your order. For example, if you have ordered 1 pack of Haribo licorice (kr 30 each) and 3 Toms chocolate bars (kr. 15 each), and the Haribo licorice is undeliverable, we will substitute it with 2 additional Toms chocolate bars. By substituting the undeliverable product with an alternative of equal value that you have also ordered, we maximize the utilization of the package's weight and prevent any delays in delivery. This substitution allows you to receive products worth the same value as the undeliverable item, ensuring a fair and satisfactory shopping experience.
Segment 5: Expired Products
- If products expire due to lengthy transit (more than 30 business days), please provide pictures of best-before date. See segment 7* for specified product types that are not covered.
- After receiving the pictures, we will reimburse you by transferring the product's value to your bank account or provide store credit by mutual agreement.
Segment 6: Reimbursement Options
- If a product is not correctly delivered, missing, damaged, or expired, we offer two reimbursement options. Upon obtaining of pictures of the damaged product or best-before date, we will:
- Refund the value of the product to your bank account.
- Provide store credit by mutual agreement.
Segment 7: Right of Withdrawal
- At NORDIC EXPAT SHOP, we strive to provide our customers with the utmost satisfaction. NORDIC EXPAT SHOP offers a 14-day right of withdrawal, which becomes valid upon receipt of the goods. However, please note that there are certain exceptions to the right of withdrawal as outlined in the Consumer Contracts Act. The right of withdrawal does not apply to goods that can be assumed to deteriorate rapidly or that are perishable, including food products, refrigerated goods, bread, magazines, newspapers and other similar items.
- Likewise, items where the seal is broken or goods that are not suitable for return due to health protection or hygienic reasons are also exempt from the right of withdrawal.
- We encourage you to carefully consider your purchases, especially those falling under the exceptions mentioned above, as returns may not be possible due to the nature of the products and these products are typically at the customer's own risk and not eligible for reimbursement. If you have any questions or concerns about the right of withdrawal, please reach out to our customer support team who will be happy to assist you.
At NORDIC EXPAT SHOP, we prioritize customer satisfaction and strive to provide a hassle-free return and refund process. If you encounter any issues, our competent customer support team will be happy to provide you with assistance. In the case of damaged packages, please document the situation and initiate a compensation case with the shipping company and notify us (NORDIC EXPAT SHOP) as quickly as possible. We accept returns for undamaged, incorrectly ordered products, while certain items are exempt from the right of withdrawal. Simply follow above mentioned guidelines and provide us with the necessary evidence, and we will reimburse you through bank transfer or store credit. For a smooth resolution, contact us promptly with any concerns.