Overview

This Refund Policy ("Refund Policy", or "Policy") describes the practices of Nord Scents ("Nord", "we", "us", or "our") regarding returns and refunds.

At Nord, we are committed to delivering high-quality scents designed to meet your expectations for convenience, sustainability, and exceptional fragrances. However, we understand that a product may not always align perfectly with your preferences.

To ensure a seamless experience, we offer a 14-day trial policy, giving you the flexibility to experience Nord at home. If it’s not a perfect match, you can return your order hassle-free, even if you’ve already lightly tested the scent.

1. Eligibility for Returns

To be eligible for a return, please ensure the following conditions are met:
14-Day Window: The return must be initiated within 14 days of receiving your order.
Original Packaging: Products must be returned in their original packaging.
Condition: Items must be in pristine condition (no damage) and may only be lightly tested.

2. Return Shipping

2.1 Return Shipping Costs
Customers are responsible for return shipping costs, unless the return is due to an error on our part or the product arrives defective.

2.2 Issues Upon Delivery
In the event that your package arrives damaged, defective, or contains the wrong scent or case color, we will cover the return shipping costs. Customers must contact support within 48 hours of receiving the product to report the matter.

3. Return Process

3.1 Notify Nord
To initiate a return or exchange, simply send an email to our customer support team at [email protected]. Please make sure to include your order number so we can find your details quickly. While it is completely optional, we would love to hear a brief explanation of why the product wasn't a match for you or how we can improve our products.

3.2 Return Shipment Instructions
Once you’ve reached out, our team will guide you through the process and provide all necessary return instructions. Please do not send your order back without following these instructions, as this ensures your return is processed correctly.

4. Refund Details

4.1 Refund Method
Refunds will be issued to the original payment method within 7 business days of receiving and inspecting the returned product.

4.2 Original Shipping Fees
We only refund original shipping fees for full order returns. For partial returns, shipping costs are non-refundable. Customers are responsible for all return shipping charges and labels.

5. Exchanges

If the scent or case isn't quite right for you, we are happy to arrange an exchange for a different one. Please send us an email at [email protected] with your order number, and let us know which scent or case you would like to try instead.

6. Exceptions

Refunds will not be issued for:
Items that show signs of excessive wear or damage beyond normal use.
Returns initiated after the 14-day period has expired.
Customized or personalized items.

7. Damaged or Defective Products

If your order arrives damaged or defective, please contact our support team within 48 hours. Providing a few photos or a quick video of the issue helps us help you faster. We’ll make sure a replacement is sent your way right away, so you can get back to enjoying the Nord experience as intended.

8. Cancellations

8.1 Cancellation Instructions
If you wish to cancel your order, please email us right away at [email protected] with your order number. We will do our absolute best to stop the shipment before it leaves our warehouse.

8.2 Cancellation Policy
We cannot guarantee we will catch your email before the package is dispatched. Once your order has been processed, we are unfortunately no longer able to cancel it. In that case, you can simply return the unopened package once it arrives by following our return process. For questions regarding returns, please visit our Shipping & Returns page, or reach out to our customer support team.

9. Changes to This Refund Policy

We reserve the right to update this Refund Policy at any time. Significant changes will be notified to you via email or a prominent notice on our website. The "Last updated" date at the bottom of this page indicates the most current and up-to-date version of this Policy.

10. Contact Information

If you have questions or concerns about this Refund Policy, or if you wish to exercise your rights, please contact us at:

Nord Customer Support
Email: [email protected]
Legal Company Name: NORD Corp B.V.
Registered Address: Westerstraat 42, 3016 DH Rotterdam, The Netherlands.

Thank you for choosing Nord. We appreciate your trust and are committed to ensuring a seamless shopping experience.

Effective date: December 12, 2024
Last updated: May 4, 2026