Refund policy
1. Right of withdrawal – 30 days
You have the right to withdraw from your purchase within 30 days from the day you received the item.
To exercise your right of withdrawal, you must give a clear notice that you are withdrawing from the purchase.
The notice can be given 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 give notice of withdrawal by email to kundeservice@nordwells.no.
After the notice of withdrawal has been given, the item must be sent back 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 simplifies the handling of cases:
For returns:
For a complaint or if you have received the wrong product, you can use our complaints flow directly here:
👉 /pages/retur-byten
Via the returns portal you can:
- register a return
- apply for an exchange
- submit a complaint
- follow the status of your case
You can always choose to contact us by email or letter regarding returns, exchanges or complaints.
3. Return costs
If you withdraw from a purchase, the consumer bears the return costs.
If our prepaid return label is used, a return fee of 69 kr. will be deducted from the refund.
For an exchange of product or size, a return fee of 39 kr. will be deducted.
If a complaint is approved, we cover the return costs.
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 are entitled to make a deduction for the diminished value of a returned item, to the extent that the diminished value results from your having used the item beyond what is necessary to establish its 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 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 exceptions is stated on the individual product page.
6. Uncollected parcels
Shipments that are not collected from a pick-up point or parcel locker and that are returned to us are not considered an exercise of the right of withdrawal.
For uncollected shipments, a fee of 199 kr. is charged, corresponding to shipping, return shipping, administration and handling.
If the order value is lower than 199 kr., the entire order value will be charged.
7. Refund when exercising the right of withdrawal
If you withdraw from a purchase, the refund will be made without undue delay and no later than within 14 days from the date on which we received your notice of withdrawal.
We are entitled to wait until the item has been returned, or until proof of return has been provided, before the refund is made.
Refunds are made to the same payment method as used for the purchase, unless otherwise agreed.
Any return fees and deductions for diminished value will be deducted from the refund amount.
8. Refund in the event of a complaint
If a complaint is approved, a refund, replacement delivery or other remedy will be provided without undue delay, in accordance with the Norwegian Consumer Purchases Act (forbrukerkjøpsloven).
Refunds are made to the same payment method as used for the purchase, unless otherwise agreed.
9. Contact
If you have questions about returns, exchanges, complaints or refunds, you are welcome to contact us via:
We aim to respond to customer enquiries within 48 hours on working days.