Refund policy

We want you to be genuinely happy with your Nordew order. If something isn't right, we're here to help.

Right of withdrawal (14 days, statutory)

As a consumer in the EU, you have a statutory right to cancel your order within 14 days of receiving it, without giving a reason. You may examine the item as you would in a shop. To withdraw, just tell us by email within 14 days. You can also use the standard EU cancellation form, which we'll send you on request.

Try them for 30 nights (satisfaction guarantee)

On top of your statutory rights, you may try your glasses for up to 30 nights. If you're not happy, return them within 30 days of delivery for a refund. It's fine that you've worn them, that's the point of trying. We only ask that you send back what you received in as good condition as possible. Items returned clearly destroyed, broken, or unhygienic beyond normal trial use, or with parts missing, may receive a partial refund reflecting the loss in value.

How to start a return

Email us at hello@nordew.com with your order number and we'll send return instructions and the return address. Please wait for the instructions before sending anything back, so your return can be tracked and registered correctly.

Return shipping and address

Returns are sent to Nordew, Barnhemsgatan 8, 506 48 Borås, Sweden. Return postage is paid by the customer, unless the item arrived faulty, damaged, or incorrect, in which case we cover the cost. We recommend a tracked service, as the return is your responsibility until it reaches us.

Refunds

Once we receive and inspect your return, we'll refund your original payment method within 14 days. For statutory withdrawals, the cheapest standard shipping cost is refunded as required by law. We may withhold the refund until the item has reached us.

Damaged or incorrect on arrival

If your order arrives damaged or isn't what you ordered, contact us within 14 days of delivery and we'll arrange a replacement or full refund, including return shipping.

Faults that appear later

If a fault appears later, you have the right to complain for up to 3 years under the Swedish Consumer Sales Act (konsumentköplagen). Contact us and we'll help you assess and resolve it.

If we can't agree

You can also turn to the Swedish National Board for Consumer Disputes (ARN) or the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr.