Terms of service
General
These Terms of Service apply to purchases made from the NORDHAU online store.
By placing an order, you agree to these Terms of Service and acknowledge the Privacy Policy, Shipping Policy and Return and Refund Policy available on our website.
Nothing in these terms limits any mandatory rights granted to consumers under applicable consumer protection law.
Customer Eligibility
You must be at least 18 years old or otherwise legally capable of entering into a binding purchase agreement to place an order.
You are responsible for ensuring that the information provided when placing an order is complete and accurate.
Product Information
We aim to provide accurate product descriptions, dimensions, materials, colours and images.
Slight variations may occur due to the natural characteristics of materials, handcrafted production, manufacturing methods, lighting, photography or display settings.
Natural materials and handcrafted products may contain variations in colour, grain, texture, shape or finish. These natural variations are not necessarily product defects.
All products are offered subject to availability.
Prices and VAT
All prices displayed in the online store include the applicable value-added tax based on the selected delivery country, unless otherwise stated.
The total price of the order, including any applicable delivery charges, is displayed before the order is submitted.
NORDHAU may change product prices, delivery charges and promotional offers at any time. Changes do not affect orders that have already been placed and accepted, except where required by law or where an obvious pricing error has occurred.
Payment
Payment must be completed using one of the payment methods available at checkout.
The available payment methods may vary depending on the customer’s country, currency, device or browser.
Payments are processed by secure payment service providers. NORDHAU does not store complete payment card details.
Placing an Order
Before submitting an order, you can review the selected products, quantities, prices, delivery information and total cost.
By submitting the order through a button clearly indicating a payment obligation, you agree to pay the displayed total amount.
After placing an order, you will receive an order confirmation by email. Please review the confirmation and contact NORDHAU promptly if any information is incorrect.
If you do not receive an order confirmation, please check the email address used for the order and your spam folder before contacting NORDHAU at info@nordhau.com.
Order Acceptance
An automated order confirmation acknowledges receipt of your order. NORDHAU may separately review the order before processing or dispatch.
NORDHAU may refuse or cancel an order where there is a lawful and justified reason, including:
- the product is unavailable;
- the customer’s payment cannot be authorised;
- the order information is materially incomplete or incorrect;
- there is reasonable evidence of fraud, misuse or unlawful activity;
- an obvious and significant pricing or product information error has occurred; or
- NORDHAU cannot deliver the order to the provided address.
If NORDHAU cancels a paid order, all payments collected for the cancelled products will be refunded without undue delay using the original payment method.
NORDHAU will not cancel an order merely because the price later changes or a promotion ends.
Obvious Pricing Errors
NORDHAU aims to ensure that all prices and product information are accurate.
If an obvious and significant pricing error is discovered before the order is dispatched, NORDHAU will contact the customer and offer the option to confirm the order at the correct price or cancel the affected product.
If the customer does not confirm the corrected price within a reasonable period, the affected product may be cancelled and any payment received for it will be refunded.
Product Availability
Product availability and stock information may change before an order is processed.
If a product becomes unavailable after an order has been placed, NORDHAU will inform the customer without undue delay.
The customer may choose an available solution offered by NORDHAU or receive a refund for the unavailable product. NORDHAU will not substitute a product without the customer’s agreement.
Shipping and Delivery
Orders are processed and delivered according to the information provided in our Shipping Policy.
Most orders are dispatched within 1–2 business days. Products made to order or produced in limited batches may require additional preparation time, which is stated on the relevant product page.
Our standard delivery time is approximately 3–8 business days after dispatch.
Delivery times are estimates and may vary depending on the destination, delivery service, product preparation time and seasonal conditions.
Products from the same order may be dispatched in separate parcels and may arrive on different days.
Tracking information is provided by email when available.
Delivery Delays
If delivery is delayed, NORDHAU will provide available information about the order and take reasonable steps to resolve the situation.
Any rights relating to a delayed delivery are determined in accordance with applicable consumer protection law.
Nothing in these terms limits the customer’s right to require delivery, grant a reasonable additional period, cancel the affected order where legally permitted or claim compensation for a proven loss where the applicable legal requirements are met.
Changes to an Order or Delivery Address
If you need to change an order or delivery address, contact NORDHAU as soon as possible at info@nordhau.com.
Please include your name and order number.
NORDHAU will make reasonable efforts to accommodate the request, but changes cannot be guaranteed once order processing or preparation for dispatch has started.
Once an order has been dispatched, NORDHAU can no longer change its delivery address.
Order Cancellation Before Dispatch
If you wish to cancel an order before dispatch, contact NORDHAU immediately at info@nordhau.com and include your name and order number.
NORDHAU will make reasonable efforts to stop the order, but cancellation before dispatch cannot be guaranteed once processing or fulfilment has started.
If the shipment can no longer be stopped, you may exercise your statutory right of withdrawal and return the product after delivery in accordance with our Return and Refund Policy.
Right of Withdrawal and Returns
NORDHAU offers free returns within the European Union for products covered by the right of withdrawal.
You must notify NORDHAU of your decision to withdraw within 14 days of receiving the product.
If several products ordered at the same time are delivered separately, the withdrawal period begins when the last product or delivery is received.
After notifying NORDHAU of your withdrawal, you must return the product without undue delay and no later than 14 days after submitting the withdrawal notice.
You can submit a return request through NORDHAU’s online return function:
Enter the same email address that you used when placing your order. You will receive a one-time sign-in code by email. You do not need to have created an account or password before placing your order.
You may also notify NORDHAU of your withdrawal by email at info@nordhau.com.
Please do not send any products back before receiving return instructions from NORDHAU.
Full return conditions, return instructions, refund information and legally applicable exceptions are provided in our Return and Refund Policy.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal may not apply to:
- sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
- products made to the customer’s specifications or clearly personalised for the customer; or
- other products that are legally exempt from the right of withdrawal.
A product is not excluded from the statutory right of withdrawal solely because it is handmade, discounted, produced in a limited batch or manufactured after the order is placed.
Any legally applicable product-specific restriction will be clearly stated before purchase.
Product Examination and Diminished Value
You may examine a product to the extent necessary to establish its nature, characteristics and functionality, in the same way that you could reasonably examine it in a physical store.
You may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.
Opening the packaging or reasonably examining the product does not, by itself, remove your statutory right of withdrawal.
Free Return Shipping
NORDHAU covers the direct return shipping costs when you use the return instructions, return label, return code or other return method provided by NORDHAU.
Return shipping arranged independently by the customer will not be reimbursed unless agreed with NORDHAU in advance.
If products from the same order must be returned to different warehouses, NORDHAU will provide the required return instructions and return methods at no additional cost to the customer.
Exchanges
NORDHAU does not currently offer direct exchanges.
If you would like a different product, colour or size, please submit a return request for the original product and place a new order for the preferred item.
Refunds
NORDHAU will refund all applicable payments without undue delay and no later than 14 days after receiving the withdrawal notice.
NORDHAU may withhold the refund until the returned product has been received or until the customer has provided reliable evidence that the product has been sent back, whichever occurs first.
Please retain the return receipt and tracking information until the refund has been completed.
The refund will be made using the same payment method used for the original transaction, unless the customer has expressly agreed to another method.
The customer will not incur any fees as a result of the refund.
For a withdrawal covering the entire order, the refund includes the cost of the least expensive standard delivery method offered for the order.
If the customer selected a more expensive delivery method, the additional cost exceeding the price of the least expensive standard delivery method will not be refunded.
If only part of an order is returned, the original delivery charge is not normally refunded when the same delivery charge would have applied to the products the customer keeps.
After NORDHAU has issued the refund, it may take approximately 5–10 business days for the funds to appear, depending on the customer’s bank or payment service provider.
Damaged, Faulty, Incorrect or Incomplete Orders
If a product arrives damaged, faulty or different from what you ordered, or if an order is incomplete, contact NORDHAU as soon as possible after discovering the issue at info@nordhau.com.
For visible transport damage, an incorrect product or a missing item, we recommend contacting NORDHAU promptly so that the product, shipment and packaging can be documented. This recommendation does not limit the customer’s statutory consumer rights.
Please include:
- your order number;
- a description of the issue;
- the date on which you discovered the issue; and
- clear photographs of the product, parcel and packaging, where possible.
NORDHAU may ask the customer to retain the product and packaging until further instructions have been provided.
NORDHAU will handle the matter in accordance with applicable consumer protection law and will cover the necessary costs of remedying a defect, missing item or incorrect delivery.
Legal Liability for Defects
NORDHAU is responsible for defects in products sold through the online store in accordance with applicable consumer protection law.
Any commercial warranty is an additional benefit and does not limit the customer’s statutory rights or NORDHAU’s legal liability for defects.
Uncollected or Refused Shipments
Failing to collect or accept a shipment does not, by itself, constitute a valid withdrawal notice.
If you wish to withdraw from your purchase, you must notify NORDHAU separately through the online return function or by email at info@nordhau.com.
If a shipment is returned because it was not collected or accepted and NORDHAU did not receive a valid withdrawal notice, NORDHAU may deduct the reasonable, actual and documented direct costs caused by the uncollected or refused shipment from the refund, to the extent permitted by applicable law.
These costs may include the actual outbound shipping cost, the return shipping cost and any reasonable, documented handling or carrier costs directly caused by the uncollected or refused shipment.
Any deduction will be based on the costs actually incurred and will not be used as a penalty or general administrative fee.
This does not apply when the customer has submitted a valid withdrawal notice and follows the return instructions provided by NORDHAU.
Events Beyond Reasonable Control
NORDHAU is not responsible for a delay or failure caused by an event beyond its reasonable control where and to the extent that applicable law permits such limitation.
Such events may include serious disruptions affecting transport, communications, payment systems, energy supply, public authorities or production.
NORDHAU will take reasonable steps to minimise the effects of such an event and will inform affected customers when reasonably possible.
This section does not limit any mandatory consumer rights, including rights relating to delayed or failed delivery.
Liability
NORDHAU is responsible for its obligations and for losses where liability arises under applicable law.
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including mandatory consumer rights.
NORDHAU is not responsible for indirect or unforeseeable losses except where liability is required by applicable law.
Intellectual Property
Unless otherwise stated, the content of the NORDHAU website, including text, photographs, graphics, logos, branding, layout and design, is protected by intellectual property rights.
Website content may not be copied, reproduced, distributed, modified or used for commercial purposes without prior written permission, except where permitted by law.
Product names, brand names and other third-party materials may belong to their respective owners.
Privacy and Personal Data
NORDHAU processes personal data in accordance with the Privacy Policy available on the website.
Payment information is processed by the payment service providers available at checkout.
Changes to These Terms
NORDHAU may update these Terms of Service when necessary, for example due to changes in legislation, services or business operations.
The terms applicable to an order are generally the terms presented to the customer when the order was placed, unless mandatory law requires otherwise.
Changes do not retroactively reduce rights attached to orders already placed.
Applicable Law and Disputes
These terms are governed by Finnish law, without limiting any mandatory consumer protection rights that apply in the customer’s country of residence.
If a dispute arises, the customer and NORDHAU should first attempt to resolve it by contacting NORDHAU at info@nordhau.com.
Consumers may also use the consumer dispute resolution services available in their country of residence.
These terms do not limit the customer’s right to bring a claim before a competent court as provided by applicable law.
Contact
If you have questions about these Terms of Service, contact NORDHAU:
Business Information
Nordhau Oy
Nordic family business
Business ID: 3599295-1
VAT number: FI35992951
Pippurimyllynkatu 8
40530 Jyväskylä
Finland
Email: info@nordhau.com