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Right of Withdrawal - Nordkapp.NU

This guide explains when the right of withdrawal applies, what information we need and how to notify Nordkapp.NU clearly that you wish to withdraw from the purchase.

Right of withdrawal or complaint? The right of withdrawal allows you to cancel a purchase without claiming that the product is faulty. If the item is faulty, damaged or incomplete, make a complaint instead.

If the issue concerns a fault, transport damage, missing goods, a warranty claim or an incorrect product, use our Complaint Guide - Nordkapp.NU.

1. Before you start

First check whether the right of withdrawal applies, then collect the information we need to identify your order.

14-day right of withdrawal

As a consumer, you normally have 14 days to withdraw from a distance contract. The withdrawal period normally begins on the day after you receive or collect the item.

You can notify us in advance

You can notify Nordkapp.NU that you wish to exercise the right of withdrawal even before the item has been delivered.

Exceptions may apply

For certain products, exceptions to the right of withdrawal may apply, for example products made to the consumer’s specifications or clearly personalised.

Save a copy

Please save a copy of your message, for example the sent email or another written confirmation.

2. Collect the right information

The clearer the information you provide initially, the faster we can identify the order and give you the correct instructions.

Order and contact

Order number, name, email address and telephone number.

Products and date

The product or products covered by your withdrawal notice and the date when you received or collected the item.

Product status

Please state whether the item is unpacked, assembled or used. This helps us provide the correct instructions.

Transport and return

State whether the product is bulky, delivered on a pallet or requires special return transport.

3. Prepare your withdrawal notice

Fill in the details below and click Create email text. You can then copy the text or open a pre-addressed email to our customer service.

A. Order and product

Order number

Date when the purchase was made

Date when the item was received

Product status

Product or products covered by your withdrawal notice

B. Contact details

Name

Telephone

C. Delivery and return

Delivery method / return conditionsChoose the option that best describes how the item was delivered or was intended to be delivered. This helps us provide the correct instructions for any return.

Other information, if relevant

1. Create email text 2. Copy text 3. Send email to cs@nordkapp.nu

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.

Subject: WITHDRAWAL | ENG | order [enter order number]

Remember to save a copy of your message. Please attach relevant documentation manually in your email program if needed.

4. What happens after you notify us?

After receiving your notice, we will acknowledge it and provide return instructions. For larger products, palletised goods, saunas, grill cabins, pavilions or other bulky products, the return address and transport solution may vary depending on the product, supplier, weight, size and transport conditions.

Do not return bulky products until you have received instructions. The return address and transport solution may vary depending on the product and supplier. If the item is already at a service point, terminal or with a carrier, you may need to receive or collect the delivery before the return can be arranged, unless we expressly inform you otherwise in writing.

Once you have notified us that you wish to withdraw from the purchase, you must return the item without undue delay and no later than 14 days after the day on which you notified us, unless our instructions or applicable law provide otherwise.

5. Return shipping and refund

When exercising the right of withdrawal, you normally pay the return shipping cost unless otherwise agreed. For bulky products, palletised goods or products requiring special transport, the return cost depends on the product’s size, weight, collection address and transport solution.

Full terms concerning the right of withdrawal, return shipping, exceptions and refunds are available in our Terms and Conditions - section 4 Right of Withdrawal & Returns.

6. Information and standard form from the Swedish Consumer Agency

You can read more about the right of withdrawal from the Swedish Consumer Agency, including when it applies, how to withdraw from a distance contract and what exceptions may apply.

Using the Swedish Consumer Agency’s standard form is voluntary. It is sufficient to notify Nordkapp.NU clearly that you wish to exercise your right of withdrawal.

Version: Applies from 2026-06-01.

Contact: cs@nordkapp.nu · Contact us