Terms of service
1. Company information
https://nordwells.no is operated by:
NordWell Group AB
VAT number: SE559318891401
Blästergatan 21, 462 73 Vänersborg, Sweden
Email: kundeservice@nordwells.no
2. General
These terms of purchase apply to consumer purchases made on https://nordwells.no.
By completing a purchase, you accept these terms of purchase as well as our privacy policy.
To shop on https://nordwells.no, you must be at least 18 years old or have the approval of a parent or guardian. Certain payment options, such as invoice and instalment payment, require you to be at least 18 years old.
We comply with applicable Norwegian legislation and relevant consumer protection legislation.
3. Use of the website
You are responsible for ensuring that the information you provide is correct and up to date.
The website must not be used in a way that may cause harm or disruption or that is contrary to applicable legislation.
Information about the processing of personal data can be found in our privacy policy.
4. Order and agreement
When you place an order, an order confirmation is sent to your email address.
The order confirmation means that a binding agreement has been entered into between you and Nordwells.
Keep the order confirmation for any later contact with customer service.
5. Prices and payment terms
All prices are stated in Norwegian kroner (NOK) including VAT.
Any shipping costs and fees are shown at checkout before the purchase is completed.
We reserve the right to correct obvious errors.
Payment can be made by card, Vipps, invoice or instalment payment via our payment partners Klarna.
You can find Klarna's payment terms here.
Card payments are protected by 3D Secure. When paying by card, 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 provided by our partners at checkout.
7. Delivery information
Delivery times
All products on https://nordwells.no are in stock and are shipped from the same warehouse.
When you order several products, the entire order is sent together in one parcel. The stated delivery time applies to the entire order.
The delivery time is calculated from receipt of the order confirmation (the delivery time refers to working days, 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
If the shipment is not collected within the specified time, it will be returned to us. See section 12.
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 for breach of contract that follow from the Norwegian Consumer Purchases Act (forbrukerkjøpsloven). This means that in certain cases you may cancel the purchase, for example if the delay is of material significance to you, or if the item cannot be delivered within a reasonable time.
If the purchase is cancelled, all amounts paid will be refunded without undue delay.
8. 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. See the contact details in section 1.
For faster processing, we recommend that you use our digital returns flow.
After the notice of withdrawal has been given, the item must be sent back without undue delay and no later than within 30 days.
9. Right of withdrawal – returned items, condition and diminished value
This section applies when you as a consumer exercise the right of withdrawal under the Norwegian Right of Withdrawal Act (angrerettloven).
These provisions do not apply to complaints about defective goods.
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.
10. Returns, exchanges and complaints
We offer a digital returns flow that simplifies the handling of cases:
You can always choose to contact us by email or letter.
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 exchanges, a return fee of 39 kr. will be deducted.
The easiest way to make a complaint about an item is to use our complaints flow:
If a complaint is approved, we cover the return costs.
11. 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 exception only applies if the seal has been broken, and information about the exception is stated on the product page.
12. Uncollected parcels
Shipments that are not collected 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 and administration. If the order value is lower, the entire order value will be charged.
13. Exchanges
For exchanges, follow the instructions in the returns flow portal. The terms for shipping costs are stated there.
14. Complaints
You have the right to make a complaint about defects in an item in accordance with the Consumer Purchases Act (forbrukerkjøpsloven).
A complaint must be made within a reasonable time after the defect was discovered. A complaint made within 2 months after the defect was discovered is always considered to have been made in time.
We are liable for defects in the item that existed at the time of delivery. However, a complaint must be made no later than two years after you took delivery of the item. If the item, or parts of it, is by its nature intended to last considerably longer, the deadline is five years.
If a complaint is approved, you may be entitled to a replacement delivery, repair, a price reduction or cancellation of the purchase 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.
15. Transport damage
Transport damage can be claimed under the same rules as other complaints.
See section 14.
16. Refunds
Refunds are made without undue delay and no later than within 14 days from the date on which we received the consumer's notice of withdrawal. We are entitled to wait until the item has been returned, or until proof of return has been provided.
If a complaint is approved, we will refund you without undue delay.
Refunds are made to the same payment method as used for the purchase, unless otherwise agreed.
17. Disputes and governing law
Norwegian law applies.
In the event of a dispute, you can contact:
Forbrukertilsynet (the Norwegian Consumer Authority)
Postboks 4597 Nydalen
0404 Oslo
www.forbrukertilsynet.no
We follow the recommendations of Forbrukertilsynet.
18. Intellectual property rights
All content on the website is owned by Nordwells or its licensors and may not be used without written permission.
19. Liability
We are liable in accordance with mandatory consumer protection legislation and do not limit the consumer's rights contrary to the law.