Complaint Guide - Nordkapp.NU
This guide helps you prepare a product complaint or report transport damage, missing parts, an incorrect delivery or a warranty claim. It helps you collect the right information and generate a clear email with a standardised subject line.
Right of withdrawal or complaint? Use the right of withdrawal when you want to cancel a purchase without claiming that the product is faulty. Make a complaint when you believe that the product is faulty, damaged, incomplete, does not match the product information or cannot be used as you could reasonably expect.
If you want to exercise the right of withdrawal instead of complaining about a faulty item, see our page Right of Withdrawal - Nordkapp.NU.
1. Before you start
Start by selecting the type of issue. This helps us process your message faster and route it correctly.
Complaint
When the product is faulty, does not work as it should, does not match the product information or cannot be used as reasonably expected.
Transport damage
When the product, packaging, pallet, consignment note or shipment is damaged, or the number of packages received is incorrect.
Missing goods or missing parts
When parts are missing from the delivery, when the wrong item has been delivered or when the delivery differs from the order confirmation, packing list or product description.
Warranty claim
When you want to make a claim under a warranty provided by Nordkapp.NU, a manufacturer or a supplier. A warranty does not affect your statutory rights.
2. Collect the right information
Before preparing the message, have the following details ready:
Order and contact
Order number, name or company name, email address, telephone number and customer type.
Product and dates
Product name, model or item number, the date when the product was received and the date when the fault or damage was discovered.
Description
Describe what is faulty, damaged, missing or does not match the order. Please also state whether the product is unpacked, assembled, used, moved or modified.
Requested solution
Tell us whether you request a repair, a spare part or supply of missing parts, a replacement, a price reduction, termination of the purchase contract, or another proposed solution.
3. Photograph and document
Good documentation helps us assess your complaint and, for transport damage, submit the claim to the carrier.
For product faults. Photograph or film the fault as clearly as possible. Please include both close-ups and images showing the whole product, the product’s placement and how the fault affects use.
For transport damage. Photograph the product, packaging, pallet, consignment note, labels and the whole shipment before the item is moved, assembled or unpacked more than necessary. If possible, ask the carrier to note the damage or discrepancy at delivery.
For missing parts. Photograph what you have received, the packaging, labels, packing list and preferably the whole delivery so that we can identify what is missing.
4. Prepare your complaint
Fill in the details below once you have collected the information and documentation. Then click Create email text. You can copy the text or open a pre-addressed email to our customer service.
A. Issue and order
B. Contact details
C. Delivery and product status
D. Describe the issue
Generated email text
When you click Create email text, the message will appear here. You can adjust the text before copying it or sending it by email.
5. What happens after you contact us?
After receiving your message, we will acknowledge your complaint and explain the next steps. We may need additional information or images, troubleshooting, an assessment by the supplier or carrier, or instructions for a return, repair, spare part or other remedy.
If your complaint is accepted, we will handle it in accordance with applicable law, our Terms and Conditions and the circumstances of your case.
6. Full terms
Full terms concerning complaints, transport damage and warranties are available in our Terms and Conditions - section 5 Complaints & Warranty.
Version: Applies from 2026-06-01.
Contact: cs@nordkapp.nu · Contact us