Return and Refund Policy
We want you to feel secure when shopping with us. Here you will find all the information about the right of withdrawal, complaints, returns, and refunds.
Right of withdrawal (30-day return period)
You have the right to withdraw from your purchase within 30 days of receiving the product, under the following conditions:
The product has not been used.
The original packaging is intact and undamaged.
Exceptions to our extended return policy (30 days):
Used products (e.g. frying pans that have been tested or used).
Hygiene products with an opened seal.
Made-to-order or personalized products.
Sale items (the statutory 14-day right of withdrawal applies, but not our extended return policy).
How to make a return
Always contact us first by email at support@norrheim.se if you wish to make a return.
To return a product:
Complete the withdrawal form provided by the Swedish Consumer Agency.
Carefully pack the product in its original packaging.
Write your name and order number on the package.
Send the return package via PostNord to:
Wellington Shield AB
Sveavägen 18, 111 57 Stockholm
support@norrheim.se
+46707217077
Afterwards, always send the tracking number to support@norrheim.se.
Refund
Once we have received and inspected your return, we will send you a confirmation by email.
If the return is approved, the refund will be issued to the original payment method within 1–3 banking business days.
We are not responsible for lost returns – always keep your tracking number.
Return shipping costs
Return cost: When exercising the right of withdrawal, the customer is responsible for the return shipping costs. The return cost is normally estimated at between SEK 89 and SEK 220 within Sweden, depending on the carrier and the weight/size of the package.
If you have received an incorrect or defective product, we will of course cover the shipping costs and assist you with the complaint process.
Unclaimed packages
If a package is not collected and is returned to us, a fee of SEK 299 will be charged for shipping and administrative costs.
Complaints
You always have the right to make a complaint within 3 years, in accordance with the Swedish Consumer Sales Act.
A complaint is valid when the product has a manufacturing defect. A complaint is not valid if the problem is caused by improper use, normal wear and tear, or expectations that do not correspond to the product’s functionality.
Customs duties and VAT
Some products are shipped from warehouses located outside the EU. Therefore, Swedish VAT is not applied at checkout. For deliveries to Sweden, Swedish Customs or the carrier will charge import VAT, any applicable customs duties, and handling fees, which will be paid by the customer.