Return and Refund Policy

Last updated: 18 July 2026

At FjordNest, we want you to be satisfied with your purchase. This policy explains how cancellations, returns, replacements and refunds are handled for orders placed through fjordnest.co.uk.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Our 30-Day Return Policy

FjordNest offers a 30-day return period. You may request a return within 30 days of receiving your order.

This return period also includes your statutory right to cancel an online purchase within 14 days of delivery without providing a reason.

Once you have told us that you wish to return an item, you must send it back within 14 days.

2. How to Request a Return

To request a return, please email contact@fjordnest.co.uk and include:

  • Your full name;

  • Your order number;

  • The item you wish to return; and

  • A brief explanation of the issue, where applicable.

For damaged, defective or incorrect products, please also include clear photographs or videos showing the issue.

We will review your request and provide the appropriate return instructions and return address.

Please do not send products to our business contact address unless we have specifically instructed you to do so. Products sent to an unauthorised address may be delayed or returned to the sender.

3. Change-of-Mind Returns

You may inspect a product in the same way that you would reasonably inspect it in a physical shop.

For a change-of-mind return, the product should be:

  • Clean, unwashed and in a resalable condition;

  • Free from damage, pet hair, stains, strong odours or signs of misuse;

  • Returned with all included accessories, parts, manuals and labels; and

  • Returned in its original packaging wherever reasonably possible.

You may try an item only to the extent necessary to confirm its nature, characteristics, size and functionality.

If the product has been handled more than reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund. We will explain any deduction before completing the refund.

The absence of the original packaging does not automatically remove your right to return a product, although a deduction may be made if inadequate packaging causes damage or reduces the product’s value.

4. Damaged, Defective or Incorrect Products

Please contact us as soon as possible if your order:

  • Arrives damaged;

  • Is defective;

  • Is not as described;

  • Is not fit for its intended purpose; or

  • Contains the wrong product, size, colour or quantity.

After reviewing the issue, we may offer an appropriate solution, including:

  • A replacement;

  • A repair, where appropriate;

  • A full or partial refund; or

  • Another remedy required under UK consumer law.

Where a product is confirmed to be defective, damaged, incorrectly supplied or not as described, FjordNest will cover the reasonable cost of returning it. We may provide a prepaid return label or reimburse an agreed return postage cost.

Customers may have the right to reject faulty goods and receive a full refund when the issue is reported within 30 days of delivery. Other legal remedies may remain available after this period.

This section does not cover damage caused by accidental damage, misuse, improper washing, normal wear and tear, pet chewing or failure to follow the product instructions.

5. Return Postage Costs

Change-of-mind returns

If you are returning a product because you ordered the wrong size, changed your mind or no longer need it, you are responsible for the return postage costs.

We strongly recommend using a tracked postal service. FjordNest is not responsible for returned parcels that are lost or damaged before reaching the designated return address.

Defective, damaged or incorrect products

FjordNest will cover reasonable return postage costs when a product is confirmed to be defective, damaged, incorrectly supplied or not as described.

Please contact us before paying for return postage. We cannot guarantee reimbursement for unusually expensive or unauthorised delivery services.

6. Original Delivery Charges

When you exercise your cancellation rights, we will refund the price paid for the returned product and the cost of our least expensive standard delivery option, where a delivery charge was paid.

If you selected a premium or express delivery service, we are not required to refund the additional amount paid above the cost of standard delivery.

The cost of returning a change-of-mind purchase remains the customer’s responsibility.

7. Return Inspection

All returned products are inspected before a refund is approved.

During the inspection, we may check:

  • The condition of the product;

  • Whether all parts and accessories are present;

  • Whether the product has been washed, worn, damaged or misused;

  • Whether there is pet hair, staining or strong odours; and

  • Whether the product has been handled beyond what was reasonably necessary.

If the product does not meet the return conditions, we may make a lawful deduction to reflect any reduction in value.

If a product has no resale value because of excessive handling or customer-caused damage, the refund may be substantially reduced. Where appropriate, we will contact you before making a decision.

These restrictions do not apply where a product is defective, damaged on arrival, incorrectly supplied or otherwise covered by your statutory rights.

8. Non-Returnable Products

The following products cannot normally be returned for a change-of-mind refund:

  • Personalised, engraved or customised products;

  • Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken; and

  • Products that have been altered or damaged by the customer.

These exclusions do not apply where a product is defective, damaged, incorrectly supplied or not as described.

9. Order Cancellations Before Dispatch

You may request to cancel an order before it has been dispatched by contacting contact@fjordnest.co.uk.

We will make reasonable efforts to cancel the order. However, we cannot guarantee cancellation once an order has entered processing or has been handed to the courier.

If the order has already been dispatched, you may refuse delivery where appropriate or follow the standard return process after receiving it.

10. Orders That Have Not Arrived

If your order has not arrived within the estimated delivery period, please contact contact@fjordnest.co.uk.

We will investigate the delivery with the courier. You may be asked to confirm your delivery address or provide additional information to assist with the investigation.

If the parcel is confirmed as lost, we will offer either:

  • A replacement at no additional cost; or

  • A full refund to the original payment method.

Please contact us promptly if tracking shows that a parcel has been delivered but you have not received it.

11. Refund Processing

We aim to process approved refunds within seven business days.

In all cases, refunds will be issued without undue delay and no later than 14 days after:

  • We receive the returned product; or

  • You provide acceptable evidence that the product has been sent back, whichever occurs first.

We may withhold the refund until we receive the product or evidence that it has been returned.

Refunds will normally be issued to the original payment method used for the purchase. We will not issue a refund to a different card, bank account or payment method unless required or expressly agreed.

After a refund has been issued, your bank or payment provider may require additional time to credit the funds to your account. This processing time is outside FjordNest’s control.

12. Exchanges

If you require a different product, colour or size, please contact us to confirm whether an exchange is available.

Where a direct exchange is not possible, you may need to return the original product for a refund and place a new order separately.

Customers are responsible for exchange postage costs where the original product was correctly supplied and is not defective.

13. Restocking Fees

FjordNest does not charge restocking fees.

However, this does not prevent us from making a lawful deduction where a returned product has lost value because it was handled beyond what was reasonably necessary.

14. Your Statutory Rights

This policy is provided in addition to your statutory rights.

Under UK consumer law, products must be:

  • Of satisfactory quality;

  • Fit for their intended purpose; and

  • As described.

Nothing in this policy limits or excludes any rights or remedies that cannot legally be limited or excluded.

15. Contact Information

For questions about cancellations, returns, refunds or delivery issues, please contact us:

Company: FjordNest
Website: fjordnest.co.uk
Email: contact@fjordnest.co.uk
Telephone: +55 11966071673
Business address: Rua José da Frota Holanda, Parque Boturussu, São Paulo, Brazil

Customer service hours:
Monday to Friday, 9:00 am to 5:00 pm, UK time.