At Nordicanimals, we want you to feel secure with your purchase. If you regret your purchase, received the wrong item, or if something was damaged during delivery, we are happy to assist you further. Always contact our customer service before returning an item, so we can provide you with the correct instructions.

Right of withdrawal and returns

As a customer, you normally have a 14-day right of withdrawal from the day you received your order. To exercise your right of withdrawal, you need to contact us before the withdrawal period expires and notify us that you wish to return the item.

The item should be returned in as good condition as possible, along with original packaging, labels, and any accessories. You have the right to examine the item in the same way you would in a physical store. If the item has been handled more than necessary and this affects the item's condition or value, a depreciation deduction may be made upon refund.

Products that cannot be returned

For hygiene, safety, or health reasons, certain products cannot be returned if the packaging has been broken or the product has been used. This may include, for example, food, treats, hygiene products, and other items where broken packaging affects safety, durability, or hygiene.

If you are unsure whether a product can be returned, you are welcome to contact us before sending it back.

How to make a return

Contact our customer service via email and provide your order number and which products you wish to return.

Once we have received your request, you will receive instructions on how to return the item.

Do not return items without contacting us first, as this may make the return more difficult to handle.

Return cost

In the event of a canceled purchase, the customer is normally responsible for the return cost, unless otherwise agreed.

If the item is faulty, damaged, or if we have sent the wrong product, we will assist you further according to our complaint procedures.

Refund

Once we have received and checked your return, we will process the refund. The refund is usually made to the same payment method used for the purchase.

It may take a few banking days for the money to appear in your account, depending on the bank and payment provider.

If the item has been used or handled more than necessary, a deduction may be made for any depreciation.

Damaged or faulty item

If you have received a damaged, faulty, or incomplete item, please contact us as soon as possible. Please include pictures of the product, packaging, and your order number so we can help you faster.

We will review the case and get back to you with a solution, such as a replacement item, return, or refund, depending on the situation.

Complaint

If a product is defective or does not match what was promised, you may have the right to make a complaint about the item. You have the right to complain about a faulty item within 3 years of purchase. The complaint must be made within a reasonable time after you discovered the fault.

Contact us with your order number, a description of the fault, and pictures if possible, and we will assist you further according to applicable consumer regulations.

Contact

If you have questions about returns, refunds, or complaints, please feel free to contact us.

Email: info@nordicanimals.com
Opening hours: Monday–Friday 09.00–12.00