Refund policy
NORDAN Customer Care
This policy explains our 100-day returns, how to start a return, damaged or incorrect products, color consistency, sample boxes, exchanges, and refunds.
Last updated: October 21, 2026
Return Window
100 Days After Delivery
Unused, uncut panels
Your Refund
No deductions
Original shipping is never charged back
Warranty
1-Year Limited Warranty
Covers manufacturing defects
Arrived Damaged?
Report within 7 calendar days
We'll make it right
1. 100-Day Returns
You may request a return within 100 days of the date your order is delivered, for any reason — ordering more than you needed, changing your mind, choosing a different size, or deciding a finish isn't right for your project.
2. Return Condition
Panels must be unused — not cut, drilled, glued or installed — and returned in their original packaging.
You're welcome to open the boxes to inspect your panels. Opening the packaging does not affect your return.
Proof of purchase or a valid order number is required.
3. How to Start a Return
Email service@thenordan.com with your order number, the products you'd like to return, and the reason. We'll reply within 1 business day with your return authorization, the return address and instructions.
Please wait for return authorization before shipping anything back. Our company registration address is not a return address, and returns sent without authorization may be refused.
4. Partial Returns
You may return part of an order, as long as each returned item meets the return condition above.
5. Sale and Discounted Items
Sale and discounted products can be returned under this policy. Refunds are based on the amount you actually paid for the returned products.
6. Return Shipping
For standard returns, you arrange and pay for return shipping and send us the tracking number. We do not deduct the original shipping cost from your refund, even when your order shipped free.
If the return is due to damage, a defect, a missing item or an incorrect shipment, we cover the return shipping.
7. Damaged, Defective, Missing or Incorrect Items
Please inspect your order when it arrives. If anything arrives damaged or defective, or if an item is missing or incorrect, email service@thenordan.com within 7 calendar days of delivery with:
- Your order number
- A photo of the shipping label
- Photos of the outer packaging
- Photos of the full product and close-ups of the affected area
We'll make it right — by sending replacement panels for the affected items or refunding them. Please keep the products, packaging and labels until we've resolved your claim, and don't cut, drill, glue or install the affected panels, so we can assess them.
Products that have already been used, cut, drilled, glued, modified or installed will not be handled as an arrival-condition or shipping-damage claim.
8. Color Consistency
Our engineered veneer is made for consistent color and grain, and every panel in a single order comes from the same production batch, so your wall has an even, matching finish.
The most common reason a finish looks different from what you expected is lighting. Product photos, screens, and the light in your own room all change how a finish appears. That's why we recommend ordering a sample box and viewing it in your space, in daylight and in the evening, before you order, and ordering all the panels for one project in a single order.
If a finish isn't right for your space, you can return unused, uncut panels within 100 days.
9. Sample Boxes
Sample boxes are priced at $9.99 and include free standard shipping within our shipping area. Sample boxes are non-returnable.
After an eligible sample order is completed, you'll receive a unique discount code equal to the $9.99 sample box price. The code may be used once per customer, is valid for 60 days, applies only to an eligible full wall panel order, and cannot be redeemed for cash.
10. Exchanges
Need a different finish or size? Contact us first for authorization, then send back your unused, uncut panels in their original packaging. Once we receive and inspect them, we'll ship your new panels with free standard shipping. You pay the return shipping, and any price difference will be charged or refunded.
11. Refunds
Once the warehouse receives and inspects your return, we'll let you know whether your refund is approved. Approved refunds are issued to your original payment method within 5 business days. Your bank or payment provider may take an additional 3–10 business days to post it.
12. 1-Year Limited Warranty
NORDAN wall panels are warranted against manufacturing defects — such as warping, veneer peeling or delamination, or slats separating from the felt backing — for 1 year from delivery, when installed and used indoors as described in our Installation Guide.
This warranty does not cover damage from improper installation, water or moisture, cutting or other modifications, normal wear and tear, or outdoor use.
If you notice a defect, email service@thenordan.com with your order number and photos of the issue. We'll reply within 1 business day and send replacement panels or refund the affected panels.
Start a Return
Email service@thenordan.com with your order number, the products you'd like to return and the reason. We'll reply within 1 business day.