Returns, Refunds & Exchanges Policy
At Nordic Novae, we strive to ensure that every order meets your expectations. If you need to cancel an order, request a return, or arrange an exchange, please review the following policy for details on eligibility and procedures.
Order Cancellation Before Shipment
Orders may be canceled at any time before they have been processed and dispatched.
If your order has not yet entered the shipping stage, a full refund will be issued to the original payment method used at checkout, with no cancellation fees or deductions.
Returns and Exchanges
Customers may request a return or exchange within 15 days of receiving their order, provided that the item satisfies the conditions outlined in this policy.
Approved requests may qualify for a refund, replacement, or exchange, depending on the nature of the issue and product availability.
Defective Products and Fulfillment Errors
If your item arrives damaged, defective, or unable to function as intended—for example, due to broken components, manufacturing defects, or structural issues—you may be eligible for an appropriate resolution.
Likewise, if you receive an incorrect item, including the wrong model, color, size, or product variation due to a fulfillment error, we will work to resolve the matter promptly.
Depending on the circumstances, available remedies may include:
To assist with the evaluation process, we may request photographs of the product, packaging, and shipping label.
Return and Exchange Eligibility
To qualify for a return or exchange, the following conditions must be met:
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The product must be unused, in its original condition, and suitable for resale.
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The item must not show signs of wear, stains, damage, alterations, misuse, or improper handling.
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All original accessories, manuals, documentation, and included components must be returned.
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Original tags and labels must remain attached and undamaged.
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Whenever possible, the original packaging should be used to help ensure safe return transportation.
Returns that do not meet these requirements may not be approved.
How to Request a Return, Refund, or Exchange
Step 1: Submit Your Request
You may contact our customer support team by email or telephone.
When contacting us by email, please provide:
Common reasons for return requests may include:
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Product design does not meet expectations
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Item does not complement the intended interior space
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Product quality concerns
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Incorrect item received
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Product damaged during delivery
Providing complete information allows us to review and process your request more efficiently.
Step 2: Review and Verification
Upon receiving your request, our team will conduct a review that may include:
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Verification of order and payment information
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Confirmation that the request falls within the eligible return period
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Assessment of the product condition and reported issue
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Requests for additional photographs or documentation when necessary
Step 3: Return Shipment
If your request is approved, we will provide detailed return instructions along with the appropriate return address.
Before shipping the item, please ensure that:
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The product is securely packaged to prevent damage during transit.
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Order details and the reason for return are included inside the package.
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A shipping service with tracking is used.
In many cases, a return shipping label may be provided. If one is not included, please contact our support team for assistance before returning the item.
Inspection and Refund Processing
Once the returned item has been received, it will be inspected to verify that it complies with the return requirements outlined in this policy.
If approved, the refund will be issued to the original payment method used for the purchase.
Please note that the time required for funds to appear in your account may vary depending on your financial institution or payment provider.
Refund Processing Time and Method
Processing Time: Approved refunds are generally processed within 5 business days following inspection and approval.
Refund Method: For security and verification purposes, all refunds are issued exclusively to the original payment method used during checkout.
Return Shipping Responsibility
Customer-Initiated Returns
If a return is requested for personal reasons, including but not limited to:
the customer is responsible for all return shipping expenses.
We recommend retaining tracking information and proof of shipment until the return process has been fully completed.
Company Error or Product Defect
If the return results from a verified product defect, shipping damage, or an error on our part, we will cover reasonable return shipping costs and may provide a prepaid return label when applicable.
Non-Eligible Returns
We reserve the right to refuse returns or exchanges for products that:
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Have been damaged due to misuse, negligence, or improper handling;
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Have been used, modified, altered, or assembled incorrectly;
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Are missing original accessories, components, manuals, or packaging;
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Are not in a condition suitable for resale;
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Sustain damage due to insufficient or improper packaging during the return shipment.
Contact Information
Phone: +1 (917) 626-2975
Email: solutions@nordicnovae.com
Address:
3701 MONTGOMERY WAY, SMYRNA, TN 37167, United States
Business Hours:
Monday to Friday, 9:00 AM – 6:00 PM (EST)
