Refund policy

Refund and Returns Policy

This policy sets out your rights when you buy from Nordian. It sits alongside your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing here reduces those rights.

1. Your 14-day right to cancel

You may cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. You do not need to give a reason.

To cancel, email support@trynordian.com with your order number and the words "I wish to cancel". You may also use the model cancellation form set out at the end of this policy. We will acknowledge your cancellation by email.

Once you have told us you are cancelling, you have a further 14 days to return the goods to us.

We will refund the price you paid, plus the standard delivery cost you paid on the original order, within 14 days of receiving the goods back (or, if earlier, within 14 days of you providing proof of postage). Refunds are made to the original payment method. If you chose a more expensive delivery option than our standard one, we refund the standard cost only.

Sealed goods exception. Under Regulation 28(3)(b), the right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken. Nordian Reload is supplied sealed. If the seal is broken, the statutory 14-day right no longer applies, but our 90-day guarantee below does, and it is more generous.

2. Our 90-day money-back guarantee

This is a voluntary commercial guarantee we offer in addition to your legal rights.

If you have taken Nordian Reload as directed and are not satisfied, contact us within 90 days of delivery and we will refund the purchase price of the product. Opened tubs are accepted. You may keep or return the packaging as we direct.

To claim, email support@trynordian.com with your order number. We may ask when you started and how you took it. We do not require you to prove the product did not work.

The guarantee covers one claim per customer and applies to the amount actually paid. Original delivery charges are refunded; return postage on guarantee claims is at your expense unless the goods were faulty or misdescribed.

3. Faulty, damaged or incorrect items

If your order arrives damaged, faulty, incorrect or past its best-before date, email us within 30 days with your order number and a photograph. We will replace it or refund you in full, including all delivery costs, and we will pay return postage. This is separate from, and additional to, sections 1 and 2.

Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods within 30 days of delivery for a full refund.

4. How to return goods

Email support@trynordian.com before returning anything and we will give you the correct return address for your order. Returns sent without contacting us first may not be traced to your order.

We recommend a tracked service. Until goods reach us they remain your responsibility.

5. Deductions

We may reduce a statutory cancellation refund to reflect any loss in value caused by you handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

6. Model cancellation form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Nordian, support@trynordian.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Signature (only if this form is notified on paper):
Date:

7. Contact

Email support@trynordian.com. We reply within one working day, Monday to Friday.