Shipping policy
This policy applies to all products purchased from Näckrosgården and must be read in line with our Terms and Conditions.
Please note the following
Items "in stock" are deemed to be available and will be packaged and shipped within 3 working days.
Items "Made To Order" are deemed to be available and will be packaged and shipped within 2-3 weeks.
Products Made To Order or Bespoke cannot be cancelled or returned. Made To Order or Bespoke Products will usually be described as such on the website.
Returns
We are confident that you love our products, however in the event that you would like to apply for a refund, please follow the processes set out below. Please note that if a return is sent without an RMA number, we may return the item(s) to you or charge you a restocking fee. Products Made To Order or Bespoke cannot be cancelled or returned. Made To Order or Bespoke Products will usually be described as such on the website.
Complaints
No complaint can be considered unless clear proof can be given that the kits and alleged to have performed unsatisfactorily was in fact the product(s) supplied and that it was treated carefully and correctly throughout and subject only to such conditions as were likely to produce.
Where product(s) sold are imported, from outside the European Union (i.e. North America,Asia, Africa etc.) the purchase is at the customers own risk and Näckrosgården assumes no responsibility over and discharges all warranties for
a) satisfactory performance of the products due to prolonged times in transit
b) legality to import into the destination country
c) deliveries or refund packages that are stopped or seized by customs and/or other relevant authorities.
Risk of Loss
All items purchased are made pursuant to a shipment contract with our carriers. This means that the risk of loss and title for such items pass to you upon our delivery of your order to the carrier. If you do not receive your order within 20 working days from the date of despatch, please contact us. We would request that you contact as soon as possible and within 45 days of placing your order. If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
Cancellations
We endeavor to provide the best Customer Service possible. Should anything go wrong, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or Cancel your Order, please contact hello@nackrosgarden.com.
You may Cancel any Order within 14 working days from the date of purchase excluding any products which are Made To Order or Bespoke. If you Cancel your Order via telephone your Order will be put on hold. You must confirm your wish to Cancel the Order in writing via email or post within 14 working days. Your Order will not be considered Cancelled or refunded until notification in writing is received.
If you decide to Cancel an Order after the Products have been dispatched and commenced their carriage to you by carrier or post, we may charge you for the carriage of those Products. We advise you check the status of the Order before you request Cancellation. Any charges will be communicated to you before we confirm the Cancellation.
You are entitled to Cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on your behalf or as your agent and be re-credited by us to the extent that such sums are not reimbursed by the card issuer.
Returns
Before you request or arrange return of a Product, please read the below information carefully. You may Return any Delivered Products you have purchased within 14 working days of Delivery, excluding any products which are Made To Order or Bespoke for any reason (including if you simply change your mind). To do so you must notify us in writing via email or post within 14 working days of Delivery. If you are Returning a Product for any reason, except damage or manufacturer defect, You must pay the costs of Returning the Products to Us or our suppliers.
On request, we will collect the Products from you, but the cost of this will be charged to you and we may deduct this from the Refund. If: the Product delivered is not what you Ordered (including an unapproved Substitute Product), or does not correspond with its description; the Product delivered is not of a satisfactory quality, the Product arrives damaged or faulty and you have notified us after 14 working days,
We may replace the item or affected parts or you may Cancel the Order and receive a full Refund. You will not be charged for the costs of returning an unapproved substitute or defective product. If Products arrive in a damaged condition you must make a note on the carrier's Delivery consignment note where possible and inform us within 14 working days of the Delivery. If the Product becomes defective soon after 14 working days have passed, Näckrosgårdenwill, at its option, repair the product, replace the Product or Refund you. You will not be charged for the cost of Returning a defective Product.
We will not accept Returns or Cancellations if the Products have been altered or by altering or customising the Product in any way that could be deemed as you using or treating the Products as your own. While in your possession, you must keep any Products you intend to Return to us in good condition. Products must be Returned in the same condition as they were delivered. Care must be taken to ensure the Return Products are packed well to avoid damage or loss of parts in transit. Products Returned which cannot be re-sold as new due to damage or wear and tear may be subject to a reduction in the Refund given.
Näckrosgården will try to ensure that Made To Order products are completed and delivered within the estimated lead time advised at time of purchase. However, delays do occasionally arise due to production or shipping issues, out of our control. If a delay occurs, Näckrosgården will communicate to You, the customer as soon as the new estimated delivery date is confirmed, however, this does not mean you have the right to cancel such an order if it is beyond the estimated timeframe.
Standard Returns Policy
Our standard returns policy for item(s) bought is 14 days and to qualify for a full refund the item must be:
Damaged on Arrival Policy (excluding Countries outside the European Union)
If something is wrong with an item you have purchased from us, you are entitled to a refund, repair or replacement. Please note that a item to be considered as “Damaged on Arrival” must be:
Wrong Product Policy
RMA Process
Please follow the below steps:
After you have initiated a RMA and we authorized you to Return the item(s) and we have received your item(s), we will inspect the item(s). We will then immediately after inspecting the item(s)notify you on the status of the RMA. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the refund typically within 14 days, depending on your card issuer's policies.
Postage
If your return has been authorized we will either issue you a return label or refund. When returning the item(s), please use the return label issued and keep the delivery receipt. If we offer you to refund your return postage expenses and you choose an unnecessarily expensive shipping method, you may be obliged to reimburse us for the increased costs compared to a cheaper shipping method.
Customs, duties, and taxes
Näckrosgården is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Refunds
Refunds will be processed within 14 days. Where exchange rates of currency are involved, the Refund will be made in EURO at the current exchange rate, if applicable. Näckrosgården do not accept responsibility for any loss or gain caused by changes in the exchange rate between the time of Ordering and the time of issuing the Refund
Late or missing refunds
If you haven’t received a refund within 14 days of us notifying you about your refund being issued, please, check your bank account again and contact your bank or credit card company. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@nackrosgarden.com.
Processing Your Order and Shipping Times
Items "in stock" are deemed to be available and will be packaged and shipped within 3 working days.
Items "Made To Order" are deemed to be available and will be packaged and shipped within 2-3 weeks.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
We do not ship on Saturday, Sunday or Local/Public Holidays.
When we ship the order you will receive a confirmation email with a tracking number.
Shipping Rates
Shipping charges for your order will be calculated and displayed at checkout.
Destinations
Currently we ship globally however where products sold are imported, from outside the European Union (i.e. North America,Asia, Africa etc.) the purchase is at the customers own risk and Näckrosgården assumes no responsibility over and discharges all warranties for
a) satisfactory performance of the kits due to prolonged times in transit
b) legality to import into the destination country.
If you need additional certificates to import our products to your country (Ex. phytosanitary certificate) we can provide them at an extra charge. Additional documents need to be ordered before the order is shipped.
c) deliveries or refund packages that are stopped or seized by customs and/or other relevant authorities. Please check the import requirements in your country before ordering.
COVID-19 Shipping Updates
Please note that our products are delivered from Finland. Certain products purchased during this time may be delayed due to business interruptions due to local regulations regarding the Coronavirus. We are doing our best to estimate any potential delays in shipments on our product pages. We appreciate your patience and understanding at this time.
Order Confirmations
You'll receive an e-mail confirming receipt of your order to the e-mail address you provided. We reserve the right to decline any order. All orders are accepted subject to our Terms and Conditions.
Shipping Multiple Orders
Multiple orders placed on the same day cannot be combined and will ship separately.
Shipping to Multiple Locations
Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different locations, please place a separate order for each shipping address.
Address Changes
We are unable to change or update a shipping address once an order has been shipped. Please be sure to check your shipping details prior to submitting your order and to send us an email before your order is shipped if you need to change your address.
Delays
We will use all reasonable endeavours to ensure these above-mentioned times are met. However, we cannot guarantee or be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
Orders Returned to Us
If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
Lost or Damaged Parcels
Näckrosgården is not liable for any products damaged or lost during shipping. If a parcel is lost or damaged, please advise us as soon as possible so we can inform our courier of the missing parcel.
Risk of Loss
All items purchased are made pursuant to a shipment contract with our carriers. This means that the risk of loss and title for such items pass to you upon our delivery of your order to the carrier.
