60-Day Return & Refund Policy

At NORDHAVEN, we want you to feel confident in your purchase. We offer a 60-day worldwide return policy on eligible products, subject to the conditions outlined below.

NORDHAVEN Cold Tub

Our Cold Tub is covered by our 60-day return policy, meaning you have 60 days from the date your order is delivered to request a return.

To be eligible for a return, your Cold Tub must be in the same condition as when you received it: unused, in new condition, and returned in its original packaging with all parts and accessories included.

You are welcome to unpack and inspect your Cold Tub, including sitting inside it without water, to assess its size, materials, and quality.

Cold Tubs that have been filled with or exposed to water cannot be returned.

Customers are responsible for return shipping costs. NORDHAVEN does not charge a restocking fee, and eligible returns will receive a full refund of the product purchase price once the return has been received, inspected, and approved.

Water Chillers

Our Water Chillers are covered by our 60-day return policy.

To qualify for a return, the Water Chiller must be in good condition, show no signs of use, scratches, dents, or damage, and include all original parts, accessories, and packaging.

We reserve the right to decline a return if the product does not meet these requirements.

Customers are responsible for return shipping costs. No restocking fee is charged on approved returns.

NORDHAVEN HeatPod

Our HeatPod is covered by our 60-day return policy, meaning you have 60 days from the date of delivery to request a return.

To be eligible for a return, your HeatPod must be returned in the same condition as when you received it: unused, in new condition, and in its original packaging with all parts and accessories included.

You may unpack the HeatPod to inspect its size, materials, construction, and overall quality before deciding whether it meets your expectations.

We cannot accept returns for HeatPods that have been used, damaged, scratched, altered, or otherwise show signs of use.

Customers are responsible for return shipping costs. NORDHAVEN does not charge a restocking fee, and approved eligible returns will receive a full refund of the product purchase price.

Bundles & Free Gifts

If your order was purchased as part of a bundle that included discounted or free products, the entire bundle may be returned in accordance with this policy.

If you return only part of the bundle and choose to keep a promotional or free item, the retail or promotional value of the item you keep may be deducted from your refund.

Gift Cards

Gift cards are final sale and cannot be returned, refunded, or exchanged for cash.

How to Start a Return

To request a return, please contact us at [NORDHAVEN SUPPORT EMAIL] within the applicable 60-day return period.

If your return is approved, our customer support team will provide instructions on how and where to send your package.

Do not send a product back without first contacting us and receiving return authorization. Unauthorized returns may not be accepted or processed.

Customers are responsible for return shipping costs. We strongly recommend using a tracked shipping service and keeping your tracking information until your refund has been completed.

Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it arrives.

If your product arrives damaged or defective, or you receive the wrong item, contact us as soon as possible so we can review the issue and make it right.

Please include your order number along with clear photos or videos showing the issue whenever applicable.

If an item or component is missing from your shipment, please contact us within 30 days of delivery. Claims submitted more than 30 days after the recorded delivery date may not be eligible for compensation if we are no longer able to verify the missing item with the shipping carrier.

Exceptions & Non-Returnable Items

Certain products cannot be returned, including:

• Products that have been used when this policy requires them to remain unused

• Cold Tubs or applicable accessories that have been exposed to water

• Products showing signs of damage, misuse, alteration, scratches, or excessive wear

• Custom or personalized products

• Gift cards

• Hazardous materials, flammable liquids, or gases

Please contact us if you are unsure whether your product is eligible for return.

Unless otherwise stated at the time of purchase, clearance or final-sale items are not eligible for return.

Exchanges

The fastest way to receive a different product is to return your current eligible item and, once your return has been approved, place a separate order for the replacement product.

European Union Right of Withdrawal

For orders delivered within the European Union, applicable consumer protection laws may provide additional cancellation or return rights.

Where the statutory right of withdrawal applies, customers may exercise those rights within the legally required period regardless of NORDHAVEN's standard return policy.

Nothing in this policy is intended to limit any mandatory consumer rights provided under applicable law.

Refunds

Once your return has been received, we will inspect the product and notify you whether your refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days.

Please keep in mind that your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed after we have confirmed approval of your refund and you have not received it, please contact us at [NORDHAVEN SUPPORT EMAIL].

When contacting us regarding a returned order, please include your return tracking number or tracking link so we can verify the shipment.

Original shipping charges, return shipping costs, and shipping insurance are non-refundable unless otherwise required by applicable law.

Shipping Insurance

If Shipping Insurance was purchased with your order, coverage applies according to the terms presented at checkout.

Shipping Insurance may provide replacement coverage for eligible packages that are lost or stolen while in transit. Shipping Insurance does not provide a cash refund unless specifically stated in its terms.

Once a shipment has been confirmed as delivered by the carrier, transit-related Shipping Insurance coverage generally ends.

Contact Us

For questions about returns, refunds, damaged products, or your order, please contact:

NORDHAVEN Customer Support
[NORDHAVEN SUPPORT EMAIL]