Return, Exchange and Refund Policy

Return, Exchange and Refund Policy – Nordrue

Effective Date: July 19, 2025
Legal Entity: DRAKAR ST LTD (Trading as Nordrue)
Applies To: https://nordrue.com

1. Your Right of Withdrawal (EU Consumers)

In accordance with Directive 2011/83/EU on Consumer Rights, EU customers have the right to withdraw from their purchase contract within 14 calendar days without providing any reason.

Exemptions from Withdrawal

The right of withdrawal does not apply to:

  • Sealed goods unsealed after delivery and not suitable for return due to health or hygiene reasons (e.g., cosmetics, intimate apparel).

  • Perishable goods or those with a limited shelf life.

  • Personalized or custom-made products.

  • Digital goods delivered via email/download once access has started with your express consent.

Withdrawal Period

The withdrawal period expires 14 days from:

  • The day you receive the product(s), or

  • In the case of multiple items in one order, the day of receipt of the last item.

To exercise your right of withdrawal, please notify us via:
Email: contact@nordrue.com
Contact Form: https://nordrue.com/pages/contact

We recommend using the EU Model Withdrawal Form (Annex I, 2011/83/EU), though it is not mandatory.

2. Return Conditions

Eligible Return Period

We accept returns within 30 calendar days of delivery for most products (14 days minimum for EU consumers as per law).

Product Condition

Returned items must be:

  • Unused, unwashed, and in original condition.

  • Accompanied by original tags, packaging, and proof of purchase.

  • Free from damage unless defective upon arrival.

Returns not meeting these conditions may be rejected or subject to partial refunds.

Restocking Fees

We do not charge restocking fees under normal circumstances. For returned orders above €250, we reserve the right to retain up to 10% for restocking or repackaging in justified cases (excluding defective or wrongly shipped items).

3. Refunds

Refund Method & Timeline

Once we receive and inspect the returned item, we will process your refund within 14 days as required by Article 13 of Directive 2011/83/EU.

Refunds are issued using the original payment method unless otherwise requested. In case of store credit or voucher, it will be issued immediately upon approval of return.

Non-Refundable Items

  • Shipping fees (unless due to our error or defective goods).

  • Customs duties or import taxes paid by the customer.

  • Digital goods once accessed or downloaded.

4. Exchanges

Eligibility for Exchanges

We offer free exchanges under the following conditions:

  • Size or color exchange requested within 14 days of delivery.

  • Defective, damaged, or incorrect items received.

Shipping Responsibility

  • If the product is defective or incorrect, we will cover the return shipping cost.

  • For voluntary exchanges (e.g., sizing), the customer pays return shipping. We send the replacement free of charge once received.

5. International Returns & Customs

If you're returning a product from outside the EU:

  • Clearly mark the package as "RETURNED GOODS" to avoid customs charges.

  • You are responsible for return shipping, customs duties, and any clearance fees.

  • We are not responsible for returns lost or delayed due to customs procedures.

For cross-border consumer protection outside the EU, rights vary by jurisdiction. We voluntarily extend a 14-day withdrawal period to non-EU countries, unless otherwise restricted by law.

6. Customer Responsibilities

By initiating a return, you agree to:

  • Use adequate protective packaging to prevent damage.

  • Include the order number and reason for return inside the package.

  • Retain proof of shipment until your return is confirmed.

Returned packages without identifiable information may result in processing delays.

7. Dispute Resolution & Jurisdiction

For EU-based customers, we comply with the Online Dispute Resolution (ODR) platform established by the European Commission:
https://ec.europa.eu/consumers/odr

In the event of unresolved disputes, the applicable law shall be the law of the consumer’s country of residence, per Regulation (EC) No 593/2008 (Rome I).

DRAKAR ST LTD is also subject to mediation through recognized UK and EU alternative dispute resolution (ADR) bodies upon request.

8. Contact Us

For any questions regarding returns, refunds, or exchanges, please contact:

DRAKAR ST LTD
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, UK
Email: contact@nordrue.com
WhatsApp: +44 7412 852546
Contact Form: https://nordrue.com/pages/contact