Refund policy

VILDEN by Norden Soul — Return & Refund Policy

At Norden Soul, we engineer and handcraft premium recovery systems designed for a lifetime of physical restoration. Because every VILDEN wellness suite is built to order, custom-fabricated, and strictly tested to meet certified electrical and zero-warp structural standards, our cancellation and return parameters are structured to protect the meticulous manufacturing process of your bespoke unit.

By placing an order on our store, you explicitly acknowledge and agree to the terms, timelines, and conditions outlined below.

1. The 48-Hour Order Grace Period & Cancellations

Immediate Allocation: Upon order confirmation, capital is immediately deployed to allocate Grade-A timber (Canadian Red Cedar or Premium Hemlock) and secure core internal technical components (such as Harvia steam stoves or advanced low-EMF carbon heating networks).

Grace Window: You may cancel your order for a full 100% refund within 48 hours of initial purchase.

Post-48 Hour Cancellations: Any cancellation requests submitted after the 48-hour window—but prior to ocean freight dispatch—are subject to a 25% manufacturing materials and allocation fee. This fee is automatically deducted from your total refund amount to cover custom manufacturing progress and material formatting costs. Once a custom unit has left the manufacturing facility for ocean freight transit, the order can no longer be canceled or modified.

2. Returns on Delivered Suites

Because our products are heavy-density, highly specialized freight assets shipped in reinforced wooden structural crates, we do not accept standard or casual returns. Returns are strictly evaluated under the following conditions:

Eligibility Window: You must request a return inspection via email within 14 calendar days of verified freight delivery.

Prerequisites for Return: To qualify for an approved return, the sauna suite must be completely unused, un-assembled, and remain entirely sealed within its original, unaltered custom wooden structural shipping crate. We cannot accept returns on any unit that has been unboxed, partially built, or modified.

Financial Liabilities for Customer-Initiated Returns: If a return is approved by our logistics team, the buyer assumes absolute responsibility for all associated transit fees. This includes the actual cost of original outbound ocean and domestic freight shipping, the total cost of return freight shipping back to our designated fulfillment facility, and a 30% restocking and disassembly fee to account for mandatory structural integrity and electrical safety re-certification.

3. Freight Damage, Shortages & Inspection Protocol

Your VILDEN suite is heavily protected against the logistical rigors of transit. However, due to the high weight parameters and physical scale of residential liftgate freight delivery, you must strictly follow our inspection protocol upon arrival:

Immediate Inspection: You are legally required to visually inspect the external condition of the wooden structural crate prior to signing the carrier’s Delivery Receipt.

Documenting Visible Damage: If the wooden crate shows visible signs of severe structural impact, cracking, or piercing, you must write "Damaged Upon Arrival" directly on the carrier’s paper or digital delivery manifest before the driver leaves your property. Take clear, high-resolution photographs of all four sides of the damaged crate immediately.

Reporting Window: Report the delivery details and forward your photographic evidence to our support desk within 48 hours of delivery.

Our Resolution Guarantee: If freight damage is verified and properly documented on the carrier's delivery receipt, Norden Soul will immediately expedite replacement structural timber panels or interior technical elements to you at zero additional cost.

4. Refunds Processing Timeline

Inspection Period: Once an authorized return crate is received at our domestic logistics facility, please allow 5 to 7 business days for our engineering team to inspect the unit and verify that all original internal components are present and pristine.

Credit Execution: Upon inspection approval, your refund (minus the designated outbound/inbound freight costs and restocking fees) will be processed back to your original method of payment or your secure Shop Pay profile.

Banking Postings: Depending on your financial institution or credit card provider, please allow 5 to 10 business days for the credit to officially post to your external account balance.