Returns & Refunds

Last updated: September 4, 2026

At My NordHaus, we want to offer you a transparent and understandable return process. In addition to your legal rights, we offer you a voluntary 90-day return policy from the date of receipt of your order.

This voluntary return policy does not limit your legal rights, in particular your statutory right of withdrawal and your statutory warranty rights.

1. Return Period

For voluntary returns, you can request a return within 90 days after receiving your order.

The voluntary 90-day return policy also specifically applies to items without defects if you have changed your mind about your purchase.

In the case of damaged, defective, or incorrectly delivered items, as well as incorrect delivery quantities, we will also support you under this policy. Your additional existing statutory warranty rights remain unaffected.

2. Requirements for a Voluntary Return

For a voluntary return without a product defect, the item must generally be in new condition.

The item should:

• show no signs of use;
• be complete;
• contain all accessories and components originally supplied;
• be in the original packaging, as far as available and reasonable.

In the case of damaged, defective, or incorrectly delivered items, these requirements only apply to the extent they are relevant due to the specific defect.

Your legal rights regarding defective goods remain unaffected by this.

3. How to Request a Return

Please contact us via email before returning any items:

service@mynordhaus.de

Please include your order number and the reason for the return in your request.

For damaged, defective, or incorrectly delivered products, we may ask you for photos or other information necessary to assess the issue.

Our customer service is available Monday to Friday, 09:00–17:00 (CET/CEST, German time).

If a physical return is required, it will be carried out by shipping according to the return instructions provided by our customer service. You will receive the instructions applicable to your order as well as the corresponding return address before sending the item back.

Please do not send any goods to our business address in the United States without prior return instructions and without doing so independently.

4. Return Costs for Voluntary Returns

If you wish to return an item under our voluntary return policy because you have changed your mind and there is no defect, damage, or error in delivery, you bear the direct costs of the return.

My NordHaus charges no restocking fee and no additional processing fee for returns.

Further information regarding your statutory right of withdrawal and the applicable conditions can be found on our separate page "Cancellation Policy".

5. Defective, Damaged, or Incorrectly Delivered Items

If an item has been damaged, is defective, has been delivered incorrectly, or the delivered quantity does not match your order, please contact our customer service at service@mynordhaus.de.

We will examine the individual case and inform you of the next available steps.

If a physical return is required to process the case, My NordHaus will cover the associated return costs.

In the event that you must pay these costs yourself in accordance with our return instructions, the corresponding return costs will be reimbursed to you by My NordHaus.

Your statutory warranty rights remain unaffected by this.

6. Cases Where No Physical Return is Required

In certain cases, My NordHaus may waive the requirement for a physical return for logistical or economic reasons.

If this applies to your order, you will receive a corresponding confirmation from our customer service via email.

Please do not dispose of or keep an item based on this policy until you have received such confirmation from us.

7. Exchanges

We offer exchange options within the framework of our voluntary 90-day return policy.

In the case of an exchange due to a defect, damage, or incorrect delivery, My NordHaus will cover the necessary return costs.

In the case of a voluntary exchange due to a change of mind regarding your purchase, the customer bears the direct costs of the return.

Please contact service@mynordhaus.de before any exchange so that we can provide you with the appropriate instructions and, if necessary, the required return address.

Your legal rights remain unaffected by this.

8. Refunds

After receipt and inspection of a required return, the refund will be processed in accordance with the conditions applicable to the respective return.

The refund is generally made using the same payment method used for the original order.

My NordHaus generally processes approved refunds within up to 14 days, provided that no deviating legal requirements apply to the specific case.

Depending on the payment provider or financial institution, it may take additional time after processing by My NordHaus for the credit to appear in your account. We have no influence over this additional processing time by the payment service provider.

My NordHaus charges no restocking fee for refunds.

For refunds within the scope of the statutory right of withdrawal, the legal conditions described on our "Cancellation Policy" page apply.

9. Lost Shipments

If a shipment is proven to have been lost during transit, please contact our customer service.

After confirming the loss, you can choose between:

• a free replacement delivery, or
• a full refund.

choose.

10. Shipments Marked as Delivered but Not Received

If the tracking information indicates your order was delivered but you have not received the order, please contact us at service@mynordhaus.de.

We will investigate the case with the responsible shipping carrier.

If it is confirmed that the order was not properly delivered, we will offer you a replacement or a refund, as you prefer.

11. Statutory Right of Withdrawal

The voluntary 90-day return policy of My NordHaus exists in addition to your statutory consumer rights and does not limit them.

For consumers entitled to a statutory right of withdrawal, the legal provisions regarding withdrawal also apply.

In particular, the statutory right of withdrawal is neither replaced nor limited by the terms of our voluntary 90-day return policy.

Further information on time limits, requirements, returns, and refunds under the statutory right of withdrawal can be found on our separate "Cancellation Policy" page.

12. Contact

If you have questions regarding returns, exchanges, or refunds, you can reach us at:

My NordHaus
operated by MTL BUSINESS LLC

7901 4th St N, STE 300
St. Petersburg, FL 33702
United States

Email: service@mynordhaus.de
Phone: +1 (727) 910-3946

Customer Service:
Monday–Friday
09:00–17:00 (CET/CEST, German time)

Our preferred method of contact for return and refund inquiries is email.