Return & Refund Policy
Effective Date: July 2026
At Nordic Solutions, we are committed to providing premium products and a high standard of customer service. This Returns & Refund Policy applies to eligible purchases made through our website and covers both consumer purchases (B2C) and commercial or business purchases (B2B).
Certain products, particularly commercial beverage systems, customized solutions, food products and consumables, may be subject to different return conditions due to their nature, hygiene requirements, configuration or installation status.
Nothing in this policy is intended to limit any mandatory rights available to customers under applicable consumer-protection laws.
1. Consumer and Commercial Purchases
Nordic Solutions supplies products to individual consumers, companies and other organizations. Products available through our online store may include coffee beans, accessories, cleaning products, consumables, spare parts and beverage equipment.
Commercial systems such as TopBrewer®, TopWater®, TopHealth® and TopJuicer® may be configured according to customer requirements and may include delivery, installation, commissioning, training or other professional services.
Return and refund eligibility therefore depends on the type of customer, product, order status and whether the product has been opened, used, configured or installed.
2. Consumer Returns for Online Purchases (B2C)
Consumers purchasing eligible products through our online store may request a return within 14 days of receiving the order, subject to the terms and exclusions stated in this policy.
To qualify for a return, the product must:
- Be unused, unopened and in its original condition.
- Be returned in its original packaging.
- Include all accessories, manuals, promotional items and supplied components.
- Be accompanied by the original invoice or acceptable proof of purchase.
- Be suitable for resale and free from damage, marks or signs of use.
- Not fall within one of the excluded categories described below.
Customers must contact Nordic Solutions before sending a product back. Returns made without prior notification may be delayed or refused where permitted by applicable law.
3. Change-of-Mind Returns
Eligible unopened products may be returned within the applicable return period where the customer has changed their mind.
Unless otherwise required by applicable law, the customer is responsible for the cost and risk of returning a change-of-mind item to Nordic Solutions. Original delivery charges may be non-refundable where the original order was delivered correctly and without defect.
We recommend using a trackable delivery service when returning an item. Nordic Solutions is not responsible for returned items lost or damaged during transportation by a carrier selected by the customer.
4. Commercial Equipment and Business Orders (B2B)
Commercial equipment and business orders may be subject to quotations, proposals, purchase orders, supply agreements or separate contractual terms. Where separate written terms have been agreed, those terms will apply in addition to this policy and will take precedence in the event of any conflict.
Commercial systems and equipment are generally non-refundable once:
- The order has been formally confirmed.
- Procurement or manufacturing has commenced.
- The equipment has been shipped or imported for the customer.
- The system has been customized, configured or programmed.
- Installation or commissioning has commenced or been completed.
Any approved return of commercial equipment is subject to prior written authorization, technical inspection and confirmation that the equipment remains unused, uninstalled and in its original condition.
Approved commercial returns may be subject to reasonable restocking, inspection, logistics, customs, handling or cancellation charges, where permitted by applicable law and disclosed to the customer.
5. Customized, Special-Order and Pre-Order Products
Products procured, manufactured, configured or imported specifically for a customer may not be cancelled or returned once procurement, production or customization has commenced.
This may include:
- Customized or made-to-order beverage systems.
- Special finishes, colors or configurations.
- Non-stock equipment or spare parts ordered specifically for a customer.
- Pre-order products clearly identified as such before purchase.
- Products programmed or configured to specific operational requirements.
This restriction does not affect the customer’s rights where a product is defective, damaged or materially different from what was ordered.
6. Products Not Eligible for Change-of-Mind Return
For hygiene, safety, quality-control and customization reasons, the following products are generally not eligible for change-of-mind returns once opened, used or supplied, except where defective, damaged, incorrectly supplied or otherwise required by applicable law:
- Opened Amokka® coffee beans or other food and beverage products.
- Perishable products or products with limited shelf life.
- Opened cleaning products, powders, tablets or chemicals.
- Opened water filters, cartridges or hygiene-sensitive components.
- Consumables with broken seals or opened packaging.
- Installed, commissioned or used equipment.
- Customized, personalized or specially procured products.
- Products damaged due to misuse, neglect or improper storage.
- Products damaged by unauthorized installation, repair or modification.
- Clearance or final-sale items identified as non-returnable before purchase.
7. Damaged, Defective or Incorrect Products
Customers should inspect their order as soon as it is received. If a product arrives damaged, defective or different from the product ordered, please contact Nordic Solutions promptly.
To help us assess the issue, customers may be asked to provide:
- The order number or invoice.
- A description of the issue.
- Photographs or videos of the product and packaging.
- The product serial number, where applicable.
- Any other information reasonably required to assess the claim.
Customers should retain the original product, packaging and accessories until Nordic Solutions provides further instructions.
Once the issue has been verified, Nordic Solutions may provide an appropriate remedy, which may include repair, replacement, exchange, refund or another suitable resolution in accordance with applicable law and warranty terms.
8. Delivery Damage
Visible damage to the outer packaging should be recorded with the delivery representative wherever possible. Customers should avoid discarding damaged packaging before the matter has been reviewed.
Where delivery damage is confirmed, Nordic Solutions will coordinate the appropriate resolution with the customer and the relevant delivery provider.
9. Warranty Claims
Product faults occurring after delivery may be covered by the applicable manufacturer’s warranty or Nordic Solutions service terms.
Warranty claims will be assessed according to the warranty conditions applicable to the relevant product. Depending on the nature of the fault, the remedy may include inspection, repair, replacement of defective parts or replacement of the product.
A warranty claim does not automatically create an entitlement to a full refund unless required by applicable law or agreed by Nordic Solutions.
Warranty coverage may not apply where damage results from:
- Misuse, neglect or accidental damage.
- Incorrect operation, cleaning or storage.
- Unauthorized installation, alteration or repair.
- Use of incompatible or non-approved components or consumables.
- Failure to follow applicable operating or maintenance instructions.
- Normal wear and tear.
10. Exchanges
Where an eligible product is returned in accordance with this policy, the customer may request an exchange, subject to product availability.
If the replacement product has a higher price, the customer must pay the difference. If it has a lower price, the balance may be refunded using the original payment method or handled in another manner agreed with the customer.
11. Order Cancellations
Customers wishing to cancel an order should contact Nordic Solutions as soon as possible.
An order may be cancelled without charge where it has not yet been processed, procured, customized or dispatched. Once processing, procurement, production or shipment has commenced, cancellation may no longer be possible or may be subject to reasonable costs already incurred.
Customized, special-order, imported and commercial equipment orders may become non-cancellable once confirmed.
12. Return Authorization and Instructions
Before returning an item, customers must contact Nordic Solutions at: info@nordic-solutions.co
Please include the order number, product details and reason for the return. Where the return is accepted, Nordic Solutions will provide the applicable return instructions.
Products should not be sent to Nordic Solutions without first receiving return instructions.
13. Inspection of Returned Products
All returned products may be inspected before a refund or exchange is approved.
Nordic Solutions reserves the right, where permitted by applicable law, to reject a return or make an appropriate deduction where:
- The product shows signs of use, installation or damage.
- Parts, accessories, manuals or packaging are missing.
- The product is not in a resalable condition.
- The damage occurred after delivery to the customer.
- The return does not meet the conditions stated in this policy.
14. Refund Processing
Once a returned product has been received and inspected, the customer will be informed whether the refund has been approved.
Approved refunds will normally be issued to the original payment method. Where this is not possible, Nordic Solutions may agree another suitable refund method with the customer.
Nordic Solutions will normally initiate an approved refund within 10 to 15 business days following approval. Additional processing time may be required by the customer’s bank, card issuer or payment provider.
Any refund-processing period stated in this policy remains subject to mandatory time limits imposed by applicable law.
15. Shipping and Return Costs
Where a return is caused by an incorrect, defective or damaged product supplied by Nordic Solutions, reasonable return or collection arrangements will be handled in accordance with applicable law.
For eligible change-of-mind returns, the customer may be responsible for return-delivery costs unless otherwise stated or required by applicable law.
Express delivery charges, installation fees, commissioning fees and other completed services may not be refundable where those services were properly performed before the return request.
16. Refunds for Promotional and Bundled Purchases
Where a product was purchased as part of a promotion, bundle or discounted package, all items forming part of the offer may need to be returned before a full refund can be issued.
If only part of a bundle is returned, the refund may be recalculated based on the standard price of the products retained by the customer, where permitted by applicable law.
17. Gifts
Refunds for products purchased as gifts will normally be issued to the original purchaser using the original payment method. An exchange or store credit may be considered where appropriate and legally permitted.
18. Contact Us
For questions, return requests or refund enquiries, please contact:
Nordic Solutions
Exclusive Authorized Distributor of Scanomat Products in the GCC Region
Email: info@nordic-solutions.co
Website: www.nordic-solutions.co