Refund policy

Return Policy

Returns portal: https://portal.returngo.ai/?shop=nordgreen-watches.myshopify.com
Use our returns portal to cancel an order, return an order or make a warranty claim.

Thank you for your purchase. We always strive to deliver the best product in the best condition and within the stated delivery time. If you are not completely satisfied with your purchase, you can return your order for a refund in accordance with this policy.

Returns

You can request a return within 30 days of the delivery date. The 30-day return applies to unused products in their original condition. If you are a consumer in the EU or EEA, you also have a statutory 14-day right of withdrawal – see "Right of Withdrawal" below. After 30 days, orders can no longer be returned. If your product is defective, please see “Warranty Claims” below.

You may inspect the product as you would in a physical store. We kindly ask that returned products are sent back in their original packaging, with any protective films, tags and accessories included where possible. However, this is not a requirement for exercising your right of withdrawal.

Please note: removing the plastic strip under the crown activates the watch battery. If the strip has been removed, the battery may need to be replaced before the watch can be resold. For sustainability reasons, we kindly ask you to only remove the strip once you are sure you would like to keep the watch.

Products provided for free, such as promotional gifts, are not eligible for a separate refund. If a free promotional product was included in your order, it may need to be returned together with the purchased product.

If the product has lost value due to handling beyond what was necessary to check its condition, properties and functionality, we may deduct an appropriate amount from your refund where permitted by law.

Right of Withdrawal (EU, EEA and UK Customers)

If you are a consumer in the EU or EEA, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), receive the goods. You can also withdraw before your order has been delivered. Within those 14 days, the products do not need to be unused or in their original packaging.

To withdraw, use the "Withdraw this order" link in your order confirmation or shipping emails, or submit a request in our returns portal and select "Order Withdrawal" as the reason. You can also inform us by email at hello@nordgreen.com with a clear statement that you wish to withdraw from your purchase, including your order number. We will confirm receipt of your withdrawal by email.

If you withdraw from your purchase, you will receive a refund to your original payment method. We will refund the price of the products and, if you return your full order, the original shipping cost (standard delivery rate). Duties and taxes are refunded where they are included in the product price or where required by law. If you use the pre-paid return label provided by Nordgreen, the return shipping cost of EUR 7, or the equivalent in your currency, will be deducted. No other fees will be charged.

Please send the products back no later than 14 days after informing us of your withdrawal. We will refund you no later than 14 days after receiving your withdrawal, but we may withhold the refund until we have received the products back or you have provided proof that you have sent them, whichever comes first.

The right of withdrawal applies to all products, including discounted and sale items.

Return Process

To return an order, submit a return request in our returns portal. Once your request is approved, you will receive a confirmation email with instructions and a pre-paid return label. The order number is shown on the return label.

We recommend using the pre-paid return label provided by Nordgreen to ensure safe and efficient processing of your return. Pre-paid labels must be used within 7 days of their creation date. After this, we may be unable to process the return through that label.

You are not required to use our pre-paid return label. If you choose another return method, please make sure the parcel is sent to the correct return address and keep proof of shipment until your return has been processed.

Nordgreen, NG ApS
c/o Ackro ApS
Smedeland 9-11
DK-2600 Glostrup
Denmark

Please pack the products securely in suitable packaging. Where possible, we kindly ask you to use the original cardboard packaging or as small a package as possible as part of our sustainability initiatives.

For shipments from non-EU countries, please include a copy of the invoice together with the return label, either in the plastic AWB pouch or on the box itself.

Refunds

After receiving your return, we will process your refund. Please allow 5 working days from the receipt of your return. We will notify you by email once your refund has been processed. Refunds are made to your original payment method.

  • Return shipping cost: if you use the pre-paid return label provided by Nordgreen, a return shipping cost of EUR 7, or the equivalent in your local currency, will be deducted from your refund.
  • Full returns: 
    • Original shipping: if you cancel or return your full order under the right of withdrawal in the EU/EEA or the UK, we refund the original standard delivery cost. For other international orders, the original shipping cost is not refunded.
    • Duties and taxes: duties and taxes are refunded where they are included in the product price or where required by law. For international orders, Global-e’s Terms of Sale apply.

Cancellation Before Dispatch

You may cancel your order at any time before it has been dispatched from our warehouse, free of charge and with a full refund. To cancel, submit a cancellation request in our returns portal as soon as possible.

Orders are processed quickly. If your order has already entered the dispatch process when we receive your cancellation request, we may be unable to stop the shipment. In that case, you can still return the order after delivery in accordance with this policy.

Warranty Claims

All Nordgreen watches and straps are covered against manufacturing defects for 2 years from the date of delivery. If your product is defective, damaged on arrival, or you received an incorrect product, please submit a warranty claim in our returns portal.

When you create a claim, please:

  • choose the reason that best describes the issue,
  • describe the problem briefly,
  • upload photos or a short video that clearly show the issue.

Our Customer Care team reviews every claim and will get back to you by email. If your claim is approved, you do not need to send the product back, and we will find the best solution for you. In most cases this is a replacement.

The warranty does not cover normal wear and tear, damage caused by accidents, misuse or improper handling, or loss of the product. It only covers products purchased directly from Nordgreen. If you bought your watch from a retailer, please contact the store where you made your purchase.

If you have any questions, please contact us via chat, the contact form on our website, or by email at hello@nordgreen.com.