Returns, exchanges & complaints
Below you will find all applicable terms, and you can access our self-service return portal via the following link: Return portal >
If you want to exercise your 14‑day right of withdrawal from your purchase, you can use our dedicated form, which can also cancel your order before it has been shipped from our warehouse, via the following link: Order withdrawal >
Right of withdrawal, Returns or Exchanges of Non-Defective Products
In addition to the 14-day right of withdrawal provided by applicable consumer legislation, we offer a total return period of 30 days. The right to return applies only to products in unopened, original packaging, unless otherwise stated for specific product types as outlined below. When you use one of our prepaid return shipping labels, a fixed fee of £13 within Europe will be charged to cover return shipping costs for refunds or exchanges.
Items must be returned well packaged, complete, undamaged, and in their original packaging. For more information, please refer to the Swedish Distance Sales Act (Distansavtalslagen).
The right of withdrawal and open purchase does not apply to hygiene products such as respiratory masks/half masks, opened water purification products, food items, or other consumable products intended for ingestion.
We offer a simplified return process through our dedicated return portal, where you submit the requested information together with your order number and follow the on-screen steps. Based on your request, we will get back to you shortly with a return shipping label or further information, depending on the type of case.
Please note that we do not accept returns sent cash on delivery (COD) or invoices for returned items. Returns must be sent as business parcels. Returns sent to collection points will not be collected. Refunds are usually processed within 7 days after we have received your return.
If you, as the customer, have handled a returnable item more than necessary to determine its nature, characteristics, or functioning, and this has resulted in a reduction in value, we reserve the right to deduct an amount corresponding to the decrease in value from your refund. Any reduction in value is assessed on a case-by-case basis. When returning an item to us, you are responsible for the shipment. It is very important that you pack the item carefully so that neither the product nor the original packaging is damaged. Never use the original packaging as outer packaging. If the original packaging is damaged due to unreasonable handling, we may charge a depreciation fee.
If you have an issue that cannot be handled via our return portal, or if you have other questions, you are welcome to contact our customer service at info@nordicprep.com.
Exchange Policy
We strive to make exchanges as easy as possible. If you wish to exchange a product, we recommend that you first register a return through our return portal and then place a new order in the desired size according to the steps below:
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Start your return within 30 days from the date you received your order.
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Place a new order on our website for the product you wish to exchange to.
Claims and Warranty Complaints
Under Swedish law, you have the right to submit a claim for a product for up to 3 years from the date of purchase. The right to make a claim applies to defects that can be traced to manufacturing or production issues, and does not cover normal wear and tear or age-related degradation of the product. A claim should be made as soon as possible after the defect is discovered.
Always contact us before submitting a warranty claim. In some cases, we may be able to resolve the issue remotely. Where a closer inspection is necessary, you will be asked to return the product to us for assessment. A return shipping label will be provided via email after you contact us. Please note that you bear the risk for the shipment when returning items to us, so make sure the original packaging is well protected within suitable outer packaging. We do not accept returns sent cash on delivery (COD) or invoices for returned items. Returns sent to collection points will not be collected.
Once the item has been received, it will be assessed for functionality. If no fault is found, the item will be returned to you at your own expense, including the shipping cost to us.
Special Conditions for Consumable Products
Consumable products such as batteries, power stations, and rechargeable batteries are not covered by the standard right to make a claim. Rechargeable batteries must be fully charged as soon as possible after delivery and then regularly maintained through ongoing charging. Batteries that are not properly maintained risk sulfation and are therefore not covered by the warranty.
Why Charging Is Important
When a battery discharges, the lead and lead oxide previously present on the lead plates are converted into lead sulfate, which also produces water that dilutes the sulfuric acid. This formation of lead sulfate is a natural part of the battery’s process. When the battery is recharged, the lead sulfate is converted back into lead, lead oxide, and sulfuric acid.
If a battery remains discharged for too long, the lead sulfate crystals can grow so large that sulfation occurs. In the event of sulfation, the battery is permanently damaged, as these large crystals cannot be converted back into lead, lead oxide, and sulfuric acid.
Uncollected Packages
For uncollected or undelivered parcels that are returned to us, a fee of £13 will be charged to cover shippingcosts.
Returns must be sent as business parcels via DHL to:
Nordic Preparation AB
C/O: Manpower AB
Vevgatan 11
504 64 BORÅS
Sweden
We can also provide return shipping labels at a lower cost than standard DHL postage. Please use our return portal to request a return label.
Contact: info@nordicprep.com
Refunds
If you exercise your right of withdrawal, we will refund the amount you paid for the item as soon as possible, and no later than 7 days from the date we received the returned product. You are responsible for the return shipping costs when sending the item back to us.
