Refund policy

At Norrfjällen, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your product, we offer a smooth returns and refund process. Below you will find all information about our return policy.

Terms for returns & exchanges

You have the right to cancel your purchase within 30 days from the day you received the item. These rules apply for your return to be valid:

• Unclaimed packages are not considered returns. In this case, we will charge a 250 kr return fee.
  
  
• All items must be returned in the same condition as received, unused and in their original packaging.
  
• You will also need a receipt or proof of purchase.
  
• You are responsible for paying the shipping costs for the return shipment unless the product is defective or incorrect. For a return or exchange, you must use a shipping method that includes tracking information.
  
  
• If the item is used or damaged due to improper handling, we may refuse the return or only offer a partial refund.
  
  
• Items returned without approval will not be accepted. Approval is granted through our customer service info.Norrfjällen@gmail.com.

To exercise your right of withdrawal, you must contact us by email before the deadline expires. Once you have notified us, the item must be sent back within a reasonable time in substantially unchanged condition.

Items that cannot be returned:

• Damages or losses caused by the customer are not refundable.
• Clearance products or gift cards are non-refundable.
• For certain products, such as our socks, returns are accepted only for items with unopened packaging. This is done to ensure hygiene standards.
  

Return process

Step 1 - Contact us: To start a return, please send an email to info.Norrfjällen@gmail.com and include your

• Customer name
• Order number
• Reason for the return.

We will then provide you with a return label that you can use to send back the item.

Step 2 - Pack the item: Returned items must be in their original packaging, condition, and quality. Please include all accessories and documentation.

Step 3 - Send it back: If the return is approved, you will receive a prepaid return shipping label by email. Attach it to the package and drop it off at the nearest postal agent within 6 days.

Refunds

- We will then refund the order with a deduction of 89 kr to cover shipping, return, and handling costs.

- Returned items are reviewed within 3–5 business days after receipt. Once we have received and inspected the returned item, we will process your refund.

- The refund will be made to the same payment method used at the time of purchase. It may take up to 10 business days before the refund appears in your account, depending on your bank.

Claims

When returning a defective or incorrect product, it is considered a claim and you will receive a full refund. If the package is damaged upon delivery, you should immediately file a claim with the agent.

- If there is something wrong with the products in your package, or you received the wrong product, please contact us within 5 days of receiving your order.

Terms for claims:

The right to claim applies to defects classified as manufacturing defects, that is, if the product being claimed differs from an identical manufactured product that is not defective. The right to claim never applies to defects caused, among other things, by wear and tear, lack of service and maintenance, or defects caused by improper use of the product. This means that discoloration of materials, fading from sunlight, rust, wear and tear, and similar issues generally do not qualify for a claim. When a product deviation is discovered, a claim must be made as soon as possible.

Norrfjällen follows the recommendations of the National Board for Consumer Disputes regarding a 3-year right to claim. Read more here www.arn.se/konsument.

We at Norrfjällen are here to make your shopping experience as smooth as possible. Do not hesitate to contact us if you have any questions about our returns and refund policy!

Claims process:

Describe the defect as carefully as you can. Always include your order number and customer name. Photos also help. Send your claim request by email to: info.Norrfjällen@gmail.com.

Our team will handle your request within 1-5 business days. If the claim is approved, we will remedy the defect if possible or replace the defective product with a new one.