Returns, exchanges & complaints
Return of Undamaged Items
We offer a 14-day open purchase policy. Returns apply only to products in their original, unopened packaging.
The extended return policy does not apply to items with expiration dates, such as freeze-dried food. Products with expiration dates have a 14-day right of withdrawal under the Swedish Distance Contracts Act (Distansavtalslagen) and must be returned in unopened original packaging. Open purchase and withdrawal rights do not apply to hygiene products, respiratory masks/half masks, water purification products in opened packaging, or food.
Under the Distance Contracts Act, you have the right to return purchased items without giving a reason. To cancel your purchase, notify us within 14 days of receiving the product. Items must be returned well-packaged, complete, undamaged, and in the original box. For more information, refer to the Distance Contracts Act.
Always contact our customer service at info@nordicprep.com if you wish to claim or return an item.
To return a product for a refund, please include:
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A brief description of the reason for the return (refunds are always credited to the original payment method)
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Contact information: name, address, phone number, email, and order number
We do not accept returns via cash on delivery or invoices. Returns must be sent as a business parcel. Packages sent to pick-up points will not be collected. Refunds are issued within 7 days of receiving the returned goods. A handling fee starting from SEK 59 applies for returns.
If you want a return label, notify us and we will send one by email at a cost price of SEK 59 per parcel.
If the item has been handled more than necessary to determine its properties or function, and this reduces its value, we reserve the right to deduct an amount corresponding to the depreciation from the refund. Depreciation is assessed on a case-by-case basis. You are responsible for the product during return shipping. Always pack the item carefully to avoid damage to the product or original packaging. Never use the original packaging as outer packaging. Damaged original packaging caused by improper handling may result in a depreciation fee.
Exchange Policy
We strive to make exchanges as simple as possible. To exchange a product, we recommend returning it and placing a new order for the desired size:
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Contact us: Within 30 days of receiving your order, email info@nordicprep.com to request an exchange.
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Return shipping: The customer is responsible for return shipping. A fee of SEK 59 applies if you request a return label from us.
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New order: Place a new order for the item in the desired size.
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Administration fee: A fee of SEK 59 applies to cover handling costs.
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Payment: Fees are deducted from the refund for the returned product.
We charge a cost price fee of SEK 59 for return labels and SEK 59 for handling to cover staff, handling, and warehouse costs. This policy allows us to keep product prices competitive by not including return costs in the item price.
Complaints (Warranty Claims)
Under Swedish law, you can claim a product up to 3 years after purchase. The right of complaint applies to defects traceable to production and does not cover normal wear or aging. Complaints should be made as soon as the defect is discovered.
Always contact us first; we may be able to resolve the issue remotely. If a closer inspection is required, send the item back for evaluation. You will receive a return label by email after contacting us. You are responsible for the item during return shipping; pack it securely in a suitable outer packaging, not in the original box. We do not accept returns via cash on delivery or invoices. Packages sent to pick-up points will not be collected.
Upon receipt, the functionality of the item will be assessed. If no defect is found, the item will be returned to you at your cost, including shipping to us.
Special Conditions for Consumables
Consumables such as batteries, power stations, and rechargeable batteries are not covered by the right of complaint. Rechargeable batteries must be fully charged as soon as possible after delivery and maintained regularly. Neglected batteries may sulfate and will not be covered by warranty.
Why charging is important:
When a battery is discharged, lead and lead oxide on the plates turn into lead sulfate, which also forms water that dilutes the sulfuric acid. This is a natural part of the battery process. During charging, lead sulfate is converted back to lead, lead oxide, and sulfuric acid. Leaving a battery discharged for too long causes crystal growth that can permanently damage the battery.
Unclaimed Packages
For unclaimed or undelivered packages returned to us, a fee of SEK 99 applies for shipping, return, and handling.
Note: Clearance sale products are sold as-is and are not eligible for returns. All products are tested and functional, but the price reflects their condition.
Return Address
Returns must be sent as a business parcel via DHL to:
Nordic Preparation AB
Viaredsvägen 37 E
504 64 BORÅS
Sweden
We can provide return labels at a reduced cost compared to standard DHL postage; please contact us for a label.
Contact: info@nordicprep.com
Refunds
If you exercise your right of withdrawal, we will refund the paid amount as soon as possible, no later than 7 days from the day we received the item. You are responsible for return shipping costs.
