Refund policy
Return and Refund Policy
Last updated: 11.05.2026
We want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made from NordPaja.
Contact email: info@nordpaja.fi
30-Day Return Policy
We offer a 30-day return policy for eligible standard products. This means that you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unused, undamaged, with all original parts, accessories, tags if applicable, and in its original packaging where possible. You will also need the receipt, order confirmation, or other proof of purchase.
To request a return, please contact us at info@nordpaja.fi before sending the item back.
Returns must be sent to the following address:
02770, ESPOO, Kylävainionkuja 6
Items sent back to us without first requesting a return may not be accepted.
European Union 14-Day Right of Withdrawal
If you are a consumer located in the European Union, you have the statutory right to cancel or return most online purchases within 14 days without giving any reason.
The 14-day withdrawal period begins on the day you receive the goods.
To exercise your right of withdrawal, you must notify us within 14 days of receiving your order by contacting us at:
info@nordpaja.fi
Simply returning the item, refusing delivery, or not collecting the package is not enough to exercise the right of withdrawal. You must clearly inform us that you wish to withdraw from the purchase.
After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days from the date on which you informed us of your decision to withdraw.
Return Shipping Costs
Unless the item is defective, damaged, incorrect, or we have agreed otherwise in writing, the customer is responsible for the cost of return shipping.
We recommend using a trackable shipping method, as the customer is responsible for the returned item until it reaches us.
If the return is due to our error, such as a defective item, damaged item, or wrong item received, we will provide further instructions and may cover the reasonable return shipping costs.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as you receive it.
If the item is defective, damaged, or you received the wrong item, contact us immediately at info@nordpaja.fi. Please include your order number, a description of the issue, and clear photos of the item and packaging where relevant.
We will evaluate the issue and offer an appropriate solution, such as a replacement, repair, refund, or other remedy depending on the situation.
Non-Returnable Items
Certain items cannot be returned under the standard return policy or the EU right of withdrawal, unless they are defective, damaged, or incorrect.
Non-returnable items may include:
- custom-made or personalized products made according to the customer’s specifications;
- special orders made specifically for the customer;
- digital products or files after delivery, where applicable and where the customer has agreed that delivery begins before the end of the withdrawal period;
- gift cards.
Please contact us at info@nordpaja.fi if you have questions about whether your item is eligible for return.
This does not affect your statutory rights if the item is defective, damaged, or not as described.
Custom and Personalized Products
Many NordPaja products may be made to order or customized for the customer.
Custom-made or personalized products cannot usually be returned simply because the customer changes their mind, provided that the item has been made according to the agreed specifications.
If a custom or personalized item arrives defective, damaged, or does not match the agreed order details, please contact us and we will review the issue.
Sale Items
Sale items and discounted products may be returned under the same conditions as standard products if they are eligible for return.
This does not affect your statutory consumer rights.
Exchanges
The fastest way to exchange an item is to request a return for the item you have received. Once the return is accepted, you can place a separate order for the new item.
For defective, damaged, or incorrect items, please contact us before placing a new order.
Refunds
We will notify you once we have received and inspected your return. If the refund is approved, we will issue the refund to your original payment method.
For EU consumers exercising the statutory right of withdrawal, we will refund the payment without undue delay and no later than 14 days from the date we receive your notice of withdrawal. However, we may withhold the refund until we have received the returned item or until you provide proof that you have sent it back.
If you return the entire order under the EU right of withdrawal, we will refund the price of the item and the standard delivery cost originally paid, if applicable. Additional costs for express or upgraded delivery methods are not refunded beyond the cost of the least expensive standard delivery option offered.
Please note that your bank, card provider, or payment service may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@nordpaja.fi.
Contact
For return and refund questions, contact us at:
NordPaja
Email: info@nordpaja.fi
Return address: 02770, ESPOO, Kylävainionkuja 6