Terms of service
GENERAL INFORMATION
This website is operated by Nordic Clays ApS.
Nordic Clays ApS
Organization no./CVR no.: 42858579
Rolighedsvej 9, 1. tv
1958 Frederiksberg C
Denmark
support@nordicclays.com
+45 29 88 22 93
Throughout the site, the terms “we”, “us” and “our” refer to Nordic Clays.
Nordic Clays offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
1. ORDERING
Placing an order is done through the Website, and items can only be purchased if available.
In case of delays, backorders, or out-of-stock items, we strive to promptly inform you about the situation and provide options for resolution, such as issuing a refund or assisting you in finding a comparable item.
If a price is clearly incorrect and you should have reasonably noticed the error, we are not obligated to deliver the item at the incorrect price.
Orders placed on public holidays or weekends will be handled the following business day. During periods of high order volume, such as Black Friday, Cyber Monday, and Christmas, delays may occur.
By placing your order, you agree to be bound by our Terms and Conditions. Once your order has been placed, you will receive an email confirmation that also includes the Terms and Conditions. If you make a mistake while placing an order, please contact us immediately for assistance. This increases the likelihood of us being able to rectify the mistake before the order is dispatched.
2. PAYMENT
All payments are due at the time the order is placed. However, your selected payment method will not be charged until your order leaves our warehouses.
2.1 Method of Payment
The following payments are accepted through our Website:
- Mastercard
- Maestro
- Klarna
- Apple Pay
- Google Pay
- PayPal
- Mobilepay
2.2 Unable to Process Payment
In the event that your selected payment method is declined, your purchase will not be processed, and an order will not be placed.
2.3 Payment Information Security
Nordic Clays strives to ensure your payment information is and remains safe and secure. Nordic Clays' Website uses an authorized payment server that encrypts your card information using SSL (Secure Socket Layer) protocol.
2.4 Currency and Applicable Taxes
All prices on the website include VAT if your shipping destination is within EU & UK. The website uses the following currencies for pricing: Danish Kroner (DKK), Euro (€) and pounds GBP (£) dependent on your location.
2.5 Authorization of Amount
When paying with an international payment card, the amount will be authorized immediately. The funds will be held on your card or account until:
1) We debit the amount when we ship the item, or
2) the funds are released according to the agreement with your card issuer.
2.5 Klarna
In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.
3. DISCOUNT CODES
Unless otherwise specified, discount codes available for use on our Website cannot be stacked or combined with other discount codes or offers.
4. SHIPPING AND DELIVERY
4.1 Shipping
At all times, Nordic Clays strives to avoid unnecessary delays in shipping and works to ensure timely delivery of all orders that have been placed through the Website, however, due to certain logistic considerations beyond our control, this is not always possible. When placing an order through the Website, please keep in mind that:
- An order placed on a public holiday or during the weekend will be handled on the following business day.
- In the event of force majeure, your delivery may be postponed. The postponement may last until the force majeure event stops impacting our business operations. Normal shipping operations will resume as soon as we are able to do so.
- In the event that your order includes several items, we reserve the right to carry out separate shipments. There will be no additional charges imposed for such deliveries.
- In case of delays, backorders, or out-of-stock items, we strive to promptly inform you about the situation and provide options for resolution, such as issuing a refund or assisting you in finding a comparable item.
4.2 Delivery
The item you order will be delivered to the address specified during checkout. Specific delivery options and information are provided during checkout when ordering on our Website. Once your order is placed, the delivery time will also be indicated in your order confirmation.
Please note that when you place an order and choose your desired delivery method, you accept that the order is handled and delivered by the chosen carrier according to their means of operation. Once the carrier deems the parcel delivered or picked up, we deem the delivery successful.
In the event of damage and/or lost items, you are responsible for filing a claim. Please contact us at support@nordicclays.com
5. FORCE MAJEURE AND CASUALTY
Nordic Clays shall not be held responsible for any events of force majeure.
6. WARRANTY AND APPEALS
6.1 Warranty EU & UK
The Danish law “Købeloven” (Danish Consumer Contracts Act) applies to purchases on this Website.
This means that you have the right to submit a complaint within 24 months. You must notify us of any claims within a "reasonable time" after discovering the defect. If you make a claim within 2 months of discovering the defect, the claim will always be considered timely
To initiate a complaint, you must submit your complaint through our claim portal. The portal can be accessed at the following link: Claim portal.
We will answer your complaint within 3 business days.
After evaluating the nature of the complaint, if your complaint is justified, Nordic Clays will repair the item, exchange/replace the item, return the faulty item for a full refund of the purchase price, or provide you with a pro-rated refund/price reduction, in its sole discretion.
In case a return is required when processing your claim, we will provide you with a free return shipping label. If you have already shipped the item to our facilities at your own cost, we will refund your (reasonable) shipping costs for the return shipment. Faulty items must always be returned to us in packaging that ensures no further damage to the item. A copy of the receipt provided to you by the return carrier for your shipment will need to be submitted in order to refund your reasonable shipping costs. We do not accept packages sent by Cash on Delivery.
If you are unable to provide verifying documentation of the cost of shipping, Nordic Clays will be unable to provide you with a refund for those costs.
All packages sent to our facilities that do not have a return case number or ID number provided by Nordic Clays customer service will be rejected upon arrival at our facilities. Should you have questions regarding this, please contact Customer Service so we can help ensure your return is successful.
6.2 Warranty outside of EU & UK
For customers located outside the European Union (EU) and the United Kingdom (UK), Nordic Clays provides a limited warranty period of 24 months from the date of delivery.
To initiate a warranty claim, you must submit your complaint through our claim portal. The portal can be accessed at the following link: Claim portal.
We will answer your complaint within 3 business days.
After evaluating the nature of the complaint, if your claim is justified, Nordic Clays will, at its sole discretion, repair the item, exchange/replace the item, provide replacement parts, issue a full refund of the purchase price, or provide a pro-rated refund/price reduction.
For warranty claims outside the EU & UK, all shipping costs related to the claim process are the responsibility of the customer. This includes, but is not limited to:
- Shipping costs to Nordic Clays’ service facilities
- Return shipping costs from Nordic Clays to the customer
- Any import duties, customs fees, taxes, or handling charges related to the shipment
Faulty items must always be returned in packaging that ensures no further damage to the item during transport. Nordic Clays is not responsible for damage caused during shipping due to insufficient packaging.
All packages sent to our facilities must include a valid return case number or ID number provided by Nordic Clays customer service. Packages received without prior approval or without a valid case/reference number may be rejected upon arrival.
Nordic Clays does not accept packages sent by Cash on Delivery (COD).
If you have questions regarding the warranty or return process, please contact Nordic Clays Customer Service before shipping the item to ensure the claim process proceeds correctly.
6.3 Appeals
If you have a complaint about an item purchased on our Website, you must submit a claim through our claim portal here (please see 6.1 for more information).
Once we have received and reviewed your complaint, we shall provide you with appropriate guidance on the subsequent course of action and potential reimbursement.
If we are unable to find a solution, you can file a complaint with:
EU resident:
If you are a resident of an EU country other than Denmark, you can appeal to the EU Commission's online complaint portal here: http://ec.europa.eu/odr
Danish resident:
Nævnenes Hus
Toldboden 2
8800 Viborg
7. RIGHT OF CANCELLATION // RETURNS AND EXCHANGES
According to current EU legislation, as a consumer, you have a 14-day right of cancellation. However, all purchases made on the Website come with an extended right of return. You have 30 days to return a product from the date of purchase. The right of return only applies to unused items in their original condition and packaging. To make use of your 30-day return policy, please read our return policy here: https://eu.nordicclays.com/policies/refund-policy
7.1 Packaging Your Returns
When you return the item(s), please ensure that all items are returned such as accessories (user manual, charger etc.)
Make sure the shipment(s) are properly and securely packaged to prevent further damage during return shipping. We recommend that you send the item back in its original packaging. Please note that Nordic Clays reserves the right to deduct an amount from your return corresponding to the condition of the item if the above is not observed.
CONDITION OF THE ITEM(s)
7.2 Full Refunds
In order for you to receive the full purchase amount in the event of a return, please note that you are responsible for the condition of the product and of the decreased value of the goods caused by handling it other than what is necessary to determine the nature, characteristics and function of the goods.
This means, that you are allowed to try the product for the duration of the return period (30 calendar days).
7.3 Diminution in Value and Damaged During Return
Once you have received your item(s) from us, you are responsible for any diminished value or damage to the item(s) as a result of your handling of the item(s) beyond what is minimally necessary to establish the nature, characteristics, and function of the item(s).
Returns for items that are not "new"/"unused" as noted above and described more particularly in Nordic Clays Return Policy, may be subject to deduction of the return value based on the condition of the returned item(s) received for processing at our facility. Additionally, any item returned without its original packaging or tags or that has been tested beyond what is reasonable and minimally necessary to establish the nature, characteristics, and function of the item(s) will be considered used, which means that - in the case of cancellation - only part of or none of the purchase amount will be reimbursed, depending on the commercial value of the item.
REIMBURSEMENT
7.4 Manner of Reimbursement
If you cancel or return your order in accordance with the above-mentioned policies, you will receive a full or partial refund of the purchase price, including shipping costs (excluding any additional delivery charges incurred if you choose a delivery method other than the least expensive standard delivery option we offer). We will refund within 14 days from the day we receive your notice of cancellation. Once the refund is issued, it will be credited via the same payment method used for the purchase unless otherwise agreed.
You have 14 days to return the item from the moment you have notified us of your decision to cancel the purchase. You are responsible for the cost and risk of returning the item.
The right of cancellation does not apply Certain types of items which cannot be returned, in our case opened or used boxes of Bio-Clays & Bio-Clays+ are excluded from the right of cancellation.
7.5 Return Processing Times
Returns are typically processed within 5 business days after receiving your return at our facility. Once the refund due has been calculated and applied to the order, please allow 5 to 10 business days for the return to be posted to your account.
8 Pre-orders
Certain products sold by Nordic Clays may be offered on a pre-order basis. Estimated delivery dates are provided in good faith and are subject to change.
By placing a pre-order, the customer acknowledges that the product is not currently available for immediate shipment.
Nordic Clays reserves the right to make reasonable changes to product specifications, software, accessories, and appearance prior to final delivery.
In the event of a significant delay, customers will be notified and may request cancellation and a full refund.
Nordic Clays reserves the right to cancel any pre-order and issue a full refund where production, supply chain, certification, regulatory, or other circumstances prevent delivery.
9. CHOICE OF LAW AND JURISDICTION
Any contracts concluded between us using these Terms and Conditions are governed by Danish law. Any dispute that may arise in connection with our contract, including its existence or validity, must be brought before a competent court in Denmark. As a consumer you may bring proceedings against us in the courts for the place where you are domiciled.
10. PRIVACY AND COOKIE POLICY
Your privacy is important to us. Nordic Clays continually strive to ensure that the collection of its customers' personal data and information is done securely and responsibly. By using the Website, you understand and agree that Nordic Clays can process and collect personal information from you in accordance with our privacy policy, and any applicable European law regulating or restricting the collection of online personal information. Our Privacy Policy can be accessed at this link (https://eu.nordicclays.com/policies/privacy-policy).
Version: June 2026.