Returns & Exchanges

Last updated: 5 September 2026

[Draft note — confirm before publishing: the guarantee length, who pays return shipping, whether a restocking fee applies, and the hardware warranty period. The values below are placeholders based on comparable brands.]

30-day satisfaction guarantee

We want you to be happy with your Norde products. If you are not satisfied, you may return eligible items within 30 days of the delivery date for a refund, subject to the conditions below. This guarantee applies only to purchases made directly at nordewater.com.

Your statutory cancellation rights (UK and EU)

If you are a consumer in the UK or EU, you also have the legal right to cancel your order within 14 days of receiving the goods, for any reason, and to receive a refund of the item price and standard outbound shipping. To do this, tell us clearly that you wish to cancel (email is fine) within the 14-day period, then return the goods within 14 days. This right does not apply to sealed health and personal-care items that have been unsealed after delivery. Our 30-day guarantee is offered in addition to, and does not reduce, your statutory rights.

Condition of returned items

To be eligible for a refund under the 30-day guarantee, items must be returned in their original packaging, with all parts and accessories, and in resalable condition. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to check the item.

Items that cannot be returned

For health, safety, and hygiene reasons, the following are final sale and cannot be returned once opened or used:

Opened or used replacement filter cartridges and cartridge multi-packs
Ultrasonic cleaning tablets and other consumables
Opened personal-care products (for example shampoo and body butter)
Bathrobes and textiles that have been worn or washed
Spare parts such as O-rings and washers
Gift cards
Free gifts and promotional items (these must be returned with the qualifying order if you return it)

How to start a return

Email us at nordedental@outlook.com with your order number and the item(s) you would like to return, and tell us whether you would like a refund or an exchange. We will reply with return instructions and the return address. Please do not send items back before contacting us.

Return shipping

You are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect, in which case we will cover it. We recommend using a tracked service, as we cannot refund items that do not reach us.

Refunds

Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 3 business days of approval. It can then take up to 10 business days for the refund to appear, depending on your bank or card provider. Original shipping charges are refunded only where the item was faulty or we made an error, or where you are exercising your 14-day statutory cancellation right.

Exchanges

The fastest way to get a different item is to return the original for a refund and place a new order. If you would prefer a direct exchange, contact us and we will arrange it subject to stock availability.

Faulty or damaged items

If an item arrives damaged or develops a fault, contact us within 14 days of delivery with your order number and photos. For faults that appear later, contact us and we will help under the manufacturer's warranty and your statutory rights.

Limited hardware warranty

The Norde Duo filter housing is covered by a 12-month limited warranty from the delivery date against defects in materials and workmanship under normal domestic use. The warranty does not cover normal wear, filter cartridges (which are consumable), accidental damage, misuse, commercial use, or unauthorised modification. To make a warranty claim, contact us with your order number and a description and photos of the issue. Our remedy is, at our option, repair, replacement, or refund of the affected part.

Purchases from other retailers

Only orders placed at nordewater.com are covered by this policy. If you bought a Norde product from another retailer or marketplace, please contact that retailer to arrange a return or exchange under their policy.