This Refund and Return Policy governs returns, refunds, and exchanges for products purchased directly from Nordalight. By placing an order, you agree to these terms.
1. Return Window
Eligible items may be returned within 30 calendar days from the confirmed delivery date. Returns requested after the 30-day window are not eligible for refund or credit. All returns require prior authorization. Unauthorized returns may be refused.
2. Return Authorization Required
To request a return, contact info@nordalight.com and provide your order number, item name, and reason for return. Return instructions are issued after authorization. Items sent back without approval may be rejected. Once authorized, the returned package must include the order number, a copy of the return authorization (if provided), and a note stating the reason for return.
3. Order Cancellation
Orders may be canceled free of charge within 24 hours of placement, provided the cancellation request is made before processing begins. Orders are processed within 1–3 business days after payment authorization. If a cancellation request is received before processing has started and within the 24-hour window, the order will be canceled and fully refunded. Once processing or shipment has started, the order can no longer be canceled or modified. To cancel, contact info@nordalight.com with your order number as soon as possible after placing the order.
4. Return Packaging Requirements
Items must be returned in their original packaging, with all protective inserts, padding, and accessories included. Products should be securely wrapped or boxed to prevent damage during transit. Nordalight is not responsible for items damaged due to inadequate return packaging.
5. Condition Requirements
Returned products must be unused, uninstalled, unmodified, and in original packaging with all components and accessories included. Products showing installation, wiring modification, mounting marks, or alteration are not considered unused. Returns that arrive damaged, incomplete, or improperly packaged may be denied or partially refunded.
6. Restocking Fees
Nordalight does not charge restocking fees. Approved returns that meet the condition requirements are not subject to any restocking charge.
7. Return Shipping Responsibility
Customers are responsible for return shipping costs unless the item is defective, damaged on arrival, or incorrectly shipped. Standard outbound shipping provided at no charge does not create a refundable shipping value. Any paid shipping fees (including freight, oversized, expedited, or special-handling services) are non-refundable. Trackable shipping service is required. Nordalight is not responsible for returns lost or damaged in transit.
8. Oversized and Freight Shipments
Large or freight-shipped items may require specialized return pickup. Freight return and handling charges are non-refundable and will be disclosed during return authorization.
9. Non-Returnable Items
The following items are not eligible for return unless defective on arrival:
- Discounted items. Any item purchased using a discount code, promotional pricing, sale pricing, or any price reduction is considered a final sale item and is not eligible for return or exchange. This applies regardless of the discount amount or method used. By completing a purchase with a discount applied, the customer acknowledges and agrees to the final sale terms.
- Custom or made-to-order products. Items produced, sized, configured, or fulfilled specifically to meet a customer's stated requirements are non-returnable. This includes any product for which the customer specified a size, finish, configuration, or quantity that required separate production or procurement outside of standard stock.
- Ordering errors. Nordalight is not responsible for returns resulting from customer ordering errors, including but not limited to incorrect quantities, sizes, finishes, or product selections. Customers are responsible for reviewing their order details prior to submission. Returns due to ordering errors are not accepted.
- Final sale or clearance items marked non-returnable.
- Installed or wired products.
- Products returned after 30 days.
- International orders, unless defective on arrival or where required by applicable law.
10. Damaged or Defective Items
Damage or defect claims must be reported within 48 hours of delivery with clear photos of the product and packaging. Late reports may be denied due to carrier claim limits. Verified defective items qualify for replacement or refund.
11. Refund Method and Timing
Approved refunds are issued only to the original payment method after returned item inspection and approval. Processing time is typically 5–10 business days after receipt. Refunds include product price and applicable tax only. Standard outbound shipping provided at no charge does not create a refundable shipping value. Paid shipping, freight, handling, and special service fees are non-refundable.
12. Order Refusal and Failed Delivery
Orders refused at delivery or returned due to address errors or failed delivery attempts may be refunded minus original and return shipping charges.
13. Abuse and Fraud Control
Returns and refunds may be refused in cases of excessive return activity, policy abuse, product tampering, or suspected fraud.
14. Contact Information
Store Name: Nordalight
Address: 453 S Spring St Ste 400 Los Angeles, CA 90013 USA
Email: info@nordalight.com
Phone: +1 (213) 342-1120
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM Pacific Time
Standard response time: 1–2 business days