Refund, Return & complaints policy

Warranty, Transfer of Risk, and Complaints

The Sales of Goods Act’s rules on defects may apply to the purchase of goods. Unless better terms are mentioned for the individual item, we offer a 24-month warranty on all products under the Sales of Goods Act.

This warranty means that you can complain about defects that appear up to 24 months after receiving the item.

The warranty will be void if the defect is caused by the buyer, such as due to incorrect or unauthorized repair or use. It is also a prerequisite that the defect was present when you first received the item.

You must complain within a reasonable time after you have noticed the defect. If you complain within 2 months, the complaint is always considered timely.

To file a complaint about a product, email: info@nordic-chefs.com.
When we receive your complaint, we’ll email you a return order number and the address where you should send the item.

Write the return order number on the package’s outer packaging for faster processing. You can request that we rectify the defect or deliver a new flawless product, given the exchange conditions are met.

This assumes the complaint is valid and that rectifying the problem or redelivery won’t result in unreasonable costs for us.

Once we’ve acknowledged your complaint, we’ll contact you via email to discuss the next steps. If the complaint is valid, we’ll refund your (reasonable) shipping costs.
Always send the product back in adequate packaging and remember to get a shipment receipt to have your shipping costs refunded.

Right of Cancellation

As a consumer, you have a 14-day right of cancellation when shopping with us. This period expires 14 days after the day you’ve received your product or obtain the last product when it concerns an order of several different items ordered at once and delivered individually. Within 14 days of receipt, you must inform us that you wish to cancel your purchase. Notify us at info@nordic-chefs.com or use the standard cancellation form. Clearly state in your message that you want to exercise your right of cancellation. Simply refusing the delivery of the item without notifying us doesn’t count as cancellation. Return your order to us without undue delay and within 14 days of notifying us of your decision to cancel. You’ll bear the direct cost of returning the product. You’re responsible for the item from the time of its delivery. When returning, place the product back in its original packaging and wrap it securely. Do not put stickers or write directly on the product’s packaging; use the shipping packaging instead. Failing to return in the original packaging might reduce its value. You’re only liable for any diminished value due to handling the product more than needed to ascertain its nature and functionality. You can test the product, but not use it extensively. If the product has been used beyond the described, we’ll consider it used. You’ll receive a partial or no refund depending on the product’s resale value. If you cancel, we’ll refund the amount paid, minus any value loss. If you exercise your right to cancel, we’ll refund all payments received, excluding delivery charges. (Except additional charges resulting from your choice of a different delivery method than our cheapest option). We can withhold the refund until we receive the returned item or proof of its return. If you cancel the purchase, send the product to: Nordic Chefs Møllevej 17 4070 Kirke Hyllinge Denmark We don’t accept packages without direct delivery or packages sent as cash on delivery.

Shipping and Delivery

Typically, Nordic-chefs.com ships items the day after they’re ordered. Delivery time is approximately 1-3 days. Unless else stated. Custom orders can take between 4-6 Weeks for deliver

Our deliveries are made in collaboration with reputable transporters and service partners. Shipping costs depend on the number of items, their weight, and size. You’ll always know the total shipping cost when ordering before approving your order.

International Shipping, Customs, Returns & Refused Shipments

For all orders shipped outside the European Union, the customer acts as the importer of record and is solely responsible for any customs duties, import taxes, VAT, brokerage fees, handling charges, and other costs imposed by the destination country or courier.

Nordic Chefs has no control over these charges and cannot predict their amount. These costs are not included in the product price or shipping fee unless explicitly stated.

If a shipment is refused, rejected, unclaimed, not collected, or returned due to unpaid customs duties, import charges, failed delivery attempts, incorrect address details, or customer absence, the customer remains financially responsible for all incurred costs.

Nordic Chefs reserves the right to deduct from any refund:

• Return shipping costs
• Original outbound shipping costs
• Customs duties and import taxes paid or charged
• Courier brokerage and administrative fees
• Storage, handling, and processing fees
• Any additional costs resulting from the return of the shipment

Refusal of delivery does not constitute a valid cancellation of the order.

If the total return, customs, and handling costs exceed the order value, Nordic Chefs reserves the right to withhold any refund.

For international returns initiated after successful delivery, the customer is responsible for return shipping costs and any customs duties, import taxes, brokerage fees, or courier charges incurred. Such charges are non-refundable as they are imposed by third parties and not collected by Nordic Chefs.

Refunds, where applicable, will only be processed once the returned goods have been received and inspected.

Customers are responsible for providing accurate shipping information. Orders returned due to incorrect or incomplete address details will be treated as refused shipments.

These conditions apply worldwide and are accepted upon purchase.