Returns Policy

If your order arrives damaged, or you receive the wrong product or batch, contact us within 48 hours of delivery at research@nordapep.com with photos and your order number. We'll arrange a replacement or a full refund at no cost to you.

Because our products require cold-chain storage from the moment they leave our facility, we're unable to accept returns of correctly supplied products once they've been dispatched, in line with the health and hygiene exemptions to UK distance-selling rules and, for EU customers, the equivalent sealed-goods exemption under the EU Consumer Rights Directive. If you haven't received dispatch confirmation yet, contact us and we may be able to cancel before it ships.

Approved refunds are issued to your original payment method within five to ten business days. For EU orders, any import VAT or duty you paid to customs on delivery is not something we can refund directly — that's handled by your local customs authority.

If you're unsure whether your order qualifies, get in touch before returning anything and we'll advise you directly.