Refusionspolitik

If for any reason you are not completely satisfied, you may return the product within 30 days of delivery for a refund, subject to the terms below.

Return Eligibility

• Timeframe: You have 30 days from the date you received the product to initiate a return. This extended return period includes and exceeds the standard 14-day right of withdrawal for EU consumers, giving you extra peace of mind. If 30 days have gone by since you received your item, we unfortunately cannot guarantee a refund or exchange, except where warranty claims apply (see Warranty Conditions for defective products).
• Condition of Product: To be eligible for a return, the products must be in like-new condition. This means the product should be undamaged (aside from any defect that may have prompted the return) and free of signs of excessive wear or abuse. It should be returned with all original components and accessories and ideally in the original packaging. Please retain the packaging until you are sure you want to keep the product, as it helps protect the item during return shipping.
• Proof of Purchase: We require a receipt, order confirmation, or other proof of purchase to validate the return. Only purchases made directly from NordicHydro are eligible for returns under this policy. 

How to Initiate a Return

1. Contact Us: To start a return, email our support team at contact@nordichydro.com within 30 days of receiving your product. Please include your order number, the date of purchase (or delivery), and the reason for the return. If the product is defective or damaged, providing a brief description or photos of the issue will help us process your request more quickly.
2. Receive Return Instructions: Our team will respond with confirmation of whether your item is eligible for return and provide you with the necessary return instructions. This will include the address to which you should send the product.
3. Pack and Ship the Item: Securely pack the products (preferably in its original box and packaging materials). Include all components originally received. You are responsible for the cost of return shipping, so you may choose the shipping carrier and method. We strongly recommend using a trackable shipping service and insuring the shipment, as Nordichydro cannot be responsible for items lost or damaged in return transit. Clearly mark the package as "Returned Goods" on any customs form if you are outside the EU, to help avoid import duties when we receive it.
4. Notify Us of Shipment: It’s helpful if you email us the tracking number once you have shipped the return, so we can be aware that it’s on the way.
5. Wait for Inspection: Once we receive the returned item, we will inspect it to ensure it meets the return conditions (correct item, no excessive damage, all parts included). This inspection is usually completed within a few business days of receipt.
6. Approval & Refund: If the return is approved, we will process your refund. We will refund the purchase price to your original payment method. The refund will exclude any shipping fees you paid on the initial order (unless the return is due to a mistake on our part or a verified product defect, in which case we will also refund the original shipping cost). We aim to process refunds within 14 days of receiving the returned product. You will receive an email notification when your refund has been issued. (Please note that your bank or credit card company may take additional time to post the refund to your account.) 
   1. If Return is Not Approved: If the returned item does not meet our conditions (for example, if it’s returned severely damaged or with missing components that were not reported as part of a defect), we will notify you with the reason for denial. In such cases, we may offer a partial refund (reflecting the diminished value of the item) or, at your request, ship the item back to you (shipping costs may apply). We will work with you to find a fair resolution.

   Special Considerations

   • Defective or Damaged on Arrival: If you received a product that was defective or damaged out of the box, please let us know as soon as possible (ideally within 7 days of delivery). This is treated differently from a standard return: we will arrange for a return or exchange at our expense. Depending on the situation, we may provide a prepaid return label or ask you to dispose of the defective unit after confirmation. You will not be charged any restocking or shipping fees for returns due to defects or our errors. This type of return for a faulty product will not count against the 30-day satisfaction period (meaning if we send a replacement, you still have the right to return the replacement within 30 days of receiving it, if you’re not satisfied).
   • Return Shipping Costs: Unless the return is due to an error on our part or a confirmed defective product, you will be responsible for paying the shipping costs for returning your item. We do not refund any fees you incur for return shipping. If we provide you a prepaid label for a non-defective return as a courtesy, the cost of that return shipping will be deducted from your refund.
   • International Returns: If you are returning a product from outside of the European Union, ensure that you clearly indicate the package is a "Product Return" on the customs declaration. This helps avoid unnecessary customs fees or delays. We are not responsible for any customs duties, taxes, or brokerage fees that may be incurred on returns; any such charges that fall to us may be deducted from your refund. If a return from outside the EU is extremely costly, please contact us first – we might be able to find an alternative solution or advise on cost-saving options.
   • Improper Returns: If you send back a product without first obtaining return authorization from us, or you send it to the wrong location, we may not be able to process your return. Similarly, if you return a product after the 30-day window without prior agreement, we reserve the right to refuse the package. We highly encourage you to follow the steps in this policy to ensure a smooth return process.

Statutory Rights and Warranties

This Return Policy provides you with an extended opportunity to evaluate our product and is intended to ensure your satisfaction. It does not limit or replace your legal rights. For example, consumers in the European Union have a statutory right to withdraw from an online purchase within 14 days of delivery (the "cooling-off period") under EU law. Our 30-day return policy extends this period, but even if our policy were to change, the legal 14-day right would still apply where relevant. We honor all such mandatory consumer protection laws.

Additionally, if your product is or becomes faulty or not as described, you may have rights under statutory warranty laws (such as the German Civil Code or EU consumer directives) to seek a remedy (repair, replacement, or refund) from us, even beyond the 30-day window. Our 2-Year Warranty (see Warranty Conditions) runs concurrently with those rights. In practice, this means even after 30 days, if you encounter an issue, you should reach out to us to discuss repair or replacement under warranty or legal guarantee.

In summary, this policy is meant to enhance your confidence in shopping with us. It does not exclude any rights you have under law – we will always respect your statutory rights.