Refund and Returns Policy
Thank you for shopping at Nordic Harmony. If you are not entirely satisfied with your purchase, we are here to help. Our aim is to be as open and transparent with our returns and refund policy to ensure the best customer experience for you.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note this excludes custom-made to order items which are non-returnable and exempt from refunds.
We recommend that you check the returns information tab on the specific product page for detailed information on your product of choice before proceeding to checkout.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@nordicharmony.co.uk
If your return is accepted, we’ll send you instructions on how to arrange the delivery of the return item. Items sent back to us without first requesting a return will not be accepted.
Arranging delivery for returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damages and issues
Please inspect your order as soon as you receive it and contact us immediately (by latest within 24 hours of receiving) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to returns@nordicharmony.co.uk so that we can work with yourself and our suppliers to help. Please do not send your purchase back to the manufacturer and consult with us first.
Unfortunately, we cannot refund items that have been damaged after arrival due to misuse, general wear and tear, or accidents.
Cancellations of Custom Orders
All sales for custom made and made-to-order products are final.
Custom or made to order products cannot be cancelled or refunded as these products are put into production specifically for your order. Typically, Viking Industrier and Sunny Hot Tub orders usually fall within this category but please check for specifics on the product pages.
These units, are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. Please refer to the 'returns info' tab in each product page for clarity on the exact returns policy for that specific product.
If it is not clear whether your order is custom or made to order, please message or call us.
For additional transparency, before checkout, you will be notified of the specific return policy for your product through use of a pop up display message. You can simply click 'yes' to indicate you've understood the return policy for your product and proceed to checkout or decline if necessary.
Other exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Cancellations of general orders
Any orders cancelled after 48 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order. For custom made or made to order products, all sales are final and non-refundable and therefore the 48 hour cancellation option does not apply. Check the specific product listing page for more information relating to your product of choice.
We will notify you once we’ve received and inspected your return via our suppliers, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@nordicharmony.co.uk.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Product damages or wear and tear may occur over time from general use- warranties will not cover for misuse or general wear and tear.
Some products also have their own recommendations for creating suitable bases before installation to ensure that the warranty isn't invalidated. Please refer to the 'warranty' tab for each product listing for item specifics. If an item was damaged upon arrival, and not reported within 24 hours, no claim will be considered. In some instances, depending on product, you may be required to register your warranty with the manufacturer. Guidance will be provided with your warranty information that comes with the product.
Exchanges
Unfortunately we do not offer exchanges.
Contact us
Still need help?
You can always email us any return questions at: returns@nordicharmony.co.uk or call us on 0333 050 9924.