Refund Policy

Last Updated: April 2026

1. Our Commitment

At NORDLUXE, we stand behind the quality of our pieces. This policy outlines when and how refunds are issued. For detailed policies specific to pre-orders, please review our Pre-Order Policy.

2. Standard Items (Ready-to-Ship)

For items marked as "In Stock" or "Ready to Ship":

• Return Window: 30 days from delivery date
• Condition Required: Unused, unworn, in original packaging with all tags attached
• Refund Processing: 14 days after return receipt and inspection
• Return Shipping: Customer must return via tracked shipping; NORDLUXE covers return inspection costs

3. Pre-Order Items

Pre-orders are custom-made and generally non-refundable. See our Pre-Order Policy for deposit structure and exceptions.

4. Refund Conditions

A full refund will be issued if:

• Item is defective upon arrival (within 14 days)
• Item does not match description or specifications materially
• Item arrives damaged due to shipping (with photographic evidence)
• Item is returned within the 30-day window in original condition

5. Non-Refundable Items

• Pre-order deposits (after 7-day cancellation period expires)
• Items worn, used, or damaged by customer
• Items with missing original packaging or tags removed
• Items showing signs of wear or personalization
• Sale or clearance items (marked at purchase)
• Digital items or downloads

6. Return Process

1. Request Authorization: Email support@nordluxe.com with order number and reason within 30 days
2. Approval: You will receive a Return Merchandise Authorization (RMA) number within 24 hours
3. Ship Item: Return item with RMA number via tracked courier to provided address
4. Inspection: NORDLUXE inspects item upon receipt (3-5 business days)
5. Refund: Approved refunds are processed within 14 days to original payment method

7. Exchange vs. Refund

If you prefer an exchange instead of a refund:

• Item must be in returnable condition
• Exchanges are processed at no additional cost if of equal value
• Price differences are adjusted accordingly
• Exchange processing time: 7-10 business days

8. Defective Items

If your item arrives defective:

• Contact us within 14 days with photos/video showing the defect
• We will assess the issue and offer repair, replacement, or full refund
• We will cover all return shipping costs for defective items
• Replacement items are shipped at no cost via priority shipping

9. Shipping Damage Claims

If your item arrives damaged:

• Photograph all damage and the packaging immediately
• Contact us within 5 days with photos and courier tracking number
• We will open a claim with the courier on your behalf
• Approved claims result in replacement or refund at our discretion
• Optional insurance is available at 1.5% of order value

10. Refund Method & Timeline

• Refund Method: Original payment method (card, bank account, digital wallet)
• Processing Time: 14 days after refund approval
• Bank Processing: Additional 3-5 business days depending on your financial institution
• International Refunds: May take 7-10 additional working days due to currency conversion

11. Partial Refunds

Partial refunds may be issued for:

• Items returned showing minor wear (20-40% deduction)
• Items with customization or personalization (30-50% deduction)
• Pre-order cancellations after production begins (0% refund)

Deduction amounts are determined by condition assessment and communicated before refund is processed.

12. Disputes & Escalation

If you disagree with a refund decision:

• Request escalation by emailing support@nordluxe.com within 7 days
• Provide additional evidence (photos, communications, etc.)
• A senior team member will review within 5 business days
• Final decision will be communicated in writing

13. Contact & Support

For refund questions:

• Email: support@nordluxe.com
• WhatsApp: +234 701 7298 740
• Response time: Within 24 business hours