NORDIC PRIME

Returns, Complaints and Refunds Policy

Version 1.1
Last updated: 8 September 2026

1. Purpose of this Policy

This Policy sets out the rules applicable to withdrawals, returns, complaints, non-conforming, damaged or incorrectly delivered Products, perishable or temperature-controlled Products, refunds, B2C orders, B2B orders and special orders.

This Policy applies to Products sold by NORDIC CHOICE SRL, through its commercial division Nordic Prime, including through the website [www.nordicprime.ro](http://www.nordicprime.ro).

This Policy should be read together with the Nordic Prime Terms and Conditions.

2. Seller

NORDIC CHOICE SRL

CUI 51172035
Cod TVA: RO51172035
Trade Register No.: J2025004517000
EUID: ROONRC.J2025004517000

Registered office: Mun. București, Str. Nicolae Caramfil no. 54, ground floor, Sector 1, Romania
Place of business: Str. Mizil no. 13, Iași, Romania

Complaints / returns / refunds: suport@nordicprime.ro
General: office@nordicprime.ro
Sales / HoReCa / B2B: vanzari@nordicprime.ro
Website: www.nordicprime.ro

Nordic Prime is the Food & Beverage commercial division of Nordic Choice SRL.

3. Definitions

Consumer / B2C Customer – a natural person acting for purposes outside their trade, business, craft or professional activity.

B2B Customer – a legal entity, professional or other person purchasing Products in the course of a professional or commercial activity.

Perishable Product – a Product which, by its nature, is liable to deteriorate or expire rapidly.

Temperature-controlled Product – a Product that requires refrigeration, freezing or compliance with a specified temperature range.

Lack of conformity – a situation in which the Product does not comply with the agreed contractual terms or applicable statutory conformity requirements.

4. General Principle

Nordic Prime delivers Products in accordance with the confirmed Order, in the agreed quantity, with the essential characteristics communicated to the Customer and in compliance with applicable transport and food safety requirements.

Following proper receipt of the Product, the Customer must comply with all applicable instructions regarding temperature, refrigeration, freezing, storage, handling, opening of the packaging and consumption.

This obligation does not exclude Nordic Prime's liability for any lack of conformity that existed at the time of delivery.

5. Withdrawal and Lack of Conformity Are Different Matters

Withdrawal applies where a Consumer changes their mind about a compliant Product purchased at a distance and the law provides a right of withdrawal.

Lack of conformity exists where, for example, the Product is spoiled, damaged, incorrectly delivered, supplied in the wrong quantity, does not correspond to its description, is unsafe, or is affected by another lack of conformity existing at the time of delivery.

The fact that a Product is excluded from the right of withdrawal does not exempt Nordic Prime from liability for a non-conforming Product.

6. Statutory Right of Withdrawal – B2C

For Products to which the statutory right of withdrawal applies, the Consumer generally has 14 days to withdraw from a distance contract without having to provide a reason.

For goods, the withdrawal period generally begins on the day on which the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the goods.

The rules and exceptions provided by Government Emergency Ordinance No. 34/2014 apply.

7. Products Excluded from the Right of Withdrawal

Under Article 16 of Government Emergency Ordinance No. 34/2014, the right of withdrawal does not apply, among other cases, to:

Products liable to deteriorate or expire rapidly, which may include, depending on the actual nature of the Product, fresh or chilled fish, salmon and other short-shelf-life fish Products, seafood, certain chilled smoked Products and other perishable foods;

sealed Products which are not suitable for return due to health protection or hygiene reasons and which have been unsealed by the Consumer, where the applicable legal conditions are met;

Products made to the Consumer's specifications or clearly personalised, where the particular circumstances fall within the legal exception.

The mere fact that a Product is a food product does not automatically exclude the right of withdrawal. The applicable regime depends on the actual nature of the Product and applicable law.

8. Perishable Products and Change of Mind

Where a Product is legally excluded from the right of withdrawal because it is liable to deteriorate or expire rapidly, the Consumer may not return it merely because they have changed their mind, no longer want it, ordered too much, or prefer another Product or variety.

This does not affect the Consumer's right to make a complaint in the event of an actual lack of conformity.

9. Taste and Natural Variations

In the absence of an objective lack of conformity, personal preferences regarding taste, aroma, texture, smoking intensity, salt level or other normal organoleptic characteristics of the Product do not, by themselves, constitute a lack of conformity.

Natural or artisan-processed Products may exhibit normal variations in colour, shape, size, texture, fat distribution, appearance or characteristics resulting from smoking, ageing or processing.

Such variations do not constitute a lack of conformity where the Product is safe, corresponds to the variety ordered, complies with the essential characteristics communicated and is suitable for the normal use of Products of that type.

10. What May Constitute a Lack of Conformity

Depending on the circumstances, a lack of conformity may exist where:

a different Product was delivered; the quantity is incorrect; the Product does not correspond to the description or agreed specifications; the Product was damaged or spoiled at the time of delivery; the primary packaging was materially compromised; the Product presented a safety issue; or another objective lack of conformity exists.

Consumers benefit from the remedies provided by Government Emergency Ordinance No. 140/2021, including, where applicable, bringing the goods into conformity, a proportionate reduction in price or termination of the contract.

The appropriate remedy will be determined according to the nature of the Product, the seriousness of the issue, the actual possibility of replacement and the Consumer's statutory rights.

11. Notification of Problems

For visible or readily identifiable problems upon delivery, such as a damaged parcel, incorrect Product, incorrect quantity, leakage, compromised packaging, suspected temperature issue or physical damage, Nordic Prime recommends notifying us within 24 hours of receipt..

For perishable or chilled Products, the issue should be reported without delay after it is discovered.

The 24-hour period is a recommended operational timeframe, intended to preserve evidence and allow the matter to be properly investigated. It is not a forfeiture period and does not remove the Consumer's mandatory statutory rights.

12. Chilled or Frozen Products

For temperature-controlled Products, the Customer must comply with the instructions stated on the label, packaging, Product page or accompanying documents.

If, upon delivery, there are indications that the Product may be unsafe, such as compromised packaging, leakage, obvious signs of spoilage, abnormal odour, serious concerns regarding temperature or improper thawing:

Do not consume the Product.

The Customer must contact suport@nordicprime.ro without delay.

3. Temperature and Evidence

Where a complaint concerns the temperature of a Product, Nordic Prime may reasonably request information regarding the temperature measured, the method and time of measurement, the time of receipt, photographs and the storage conditions after delivery.

A measurement taken a significant period after receipt does not, by itself, establish the temperature of the Product at the time of handover.

The matter may be assessed on the basis of all available information, including transport documents, temperature records where available, the date and time of delivery, photographs, transport conditions, the time elapsed before measurement and storage conditions after delivery.

This provision does not alter the statutory rules governing the burden of proof.

14. Transfer of Risk and Responsibility After Delivery

For B2C orders delivered by Nordic Prime or through a carrier offered by Nordic Prime, the risk of loss or damage passes to the Consumer when the Consumer, or a third party designated by the Consumer other than the carrier, acquires physical possession of the Products.

After that point, the Customer is responsible for deterioration caused subsequently by improper temperature, excessive exposure to ambient temperature, improper storage or handling, contamination after opening, improper thawing or refreezing, or failure to follow storage instructions.

This provision does not exempt Nordic Prime from liability for any lack of conformity existing at the time of handover.

15. Failed Delivery for Reasons Attributable to the Customer

For perishable Products, the Customer must ensure that the Order can reasonably be received at the address, date and, where applicable, delivery time window communicated.

Where delivery is prevented or delayed exclusively due to the Customer, including because of an incorrect or incomplete address, inability to contact the Customer, absence of a person authorised to receive the delivery, unjustified refusal, or a request to postpone delivery after dispatch, Nordic Prime is not liable for deterioration of the Product to the extent that such deterioration was caused by the delay attributable to the Customer.

This provision does not exclude Nordic Prime's liability for its own delivery errors.

16. Parcel Inspection and Complaint Documentation

The Customer is encouraged to inspect, upon receipt, the integrity of the parcel, any leakage or visible damage and, where possible, the Products and quantities delivered.

Where an issue is identified, it is useful to photograph the parcel, shipping label and affected Products and to record the issue with the carrier where the carrier's procedure allows.

For the purpose of investigating a complaint, Nordic Prime may reasonably request:

the Customer's name; Order number; affected Product and quantity; description of the issue; photographs; batch number; use-by date or date of minimum durability; delivery date and time; temperature and storage information, where relevant.

Any request for evidence must be proportionate to the nature of the complaint and may not be used to unjustifiably hinder the exercise of Consumer rights.

17. Retaining the Product Subject to Complaint

Where it is safe to do so, the Customer is asked to retain the Product, packaging, label and batch information until instructions are received from Nordic Prime.

Chilled, frozen, perishable Products or Products suspected of presenting a food safety risk must not be sent back to Nordic Prime on the Customer's own initiative using an ordinary courier service.

Nordic Prime will advise whether the Product should be retained, collected, documented, returned using a special method or disposed of.

A refund for a perishable Product does not automatically require the physical return of that Product.

18. Refunds for Lack of Conformity

Where, under applicable law and the particular circumstances, reimbursement is the appropriate remedy, Nordic Prime will reimburse the corresponding amount.

Where only part of the Order is affected, the remedy may relate only to the relevant Product, affected quantity or relevant price difference, subject to the Consumer's statutory rights.

19. Reimbursement Following Statutory Withdrawal

Where the right of withdrawal exists and is validly exercised, Nordic Prime will reimburse the amounts due in accordance with Government Emergency Ordinance No. 34/2014, including the cost of standard delivery, without undue delay and within the statutory period.

Additional costs resulting from the Consumer choosing a delivery method more expensive than the standard delivery method offered by Nordic Prime do not have to be reimbursed.

For sales of goods, reimbursement may be withheld under the conditions provided by law until the goods are received or the Consumer provides evidence that they have been sent back, unless Nordic Prime has offered to collect the goods itself.

Reimbursement will generally be made using the same means of payment used for the original transaction, unless otherwise agreed and provided that the Consumer does not incur any additional fees.

20. Return Costs and Diminished Value

Where the Consumer exercises a statutory right of withdrawal for reasons unrelated to a lack of conformity, the Consumer bears the direct cost of returning the goods if they were informed in advance that they would be responsible for that cost, unless Nordic Prime agrees to bear it.

This rule does not apply in the same way to Products returned because of a lack of conformity attributable to the seller.

For Products that may lawfully be returned, the Consumer may be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, in accordance with applicable law.

21. Special B2C Orders

The mere fact that Nordic Prime sources a Product from a supplier after receiving the Order does not automatically exclude the Consumer's right of withdrawal.

The exception for personalised Products applies only where the Product is made to the Consumer's specifications or is clearly personalised, subject to the conditions provided by law.

Where the Product is perishable, the separate exception for goods liable to deteriorate or expire rapidly may apply.

22. B2B Orders

The statutory 14-day right of withdrawal provided for Consumers does not automatically apply to B2B Customers.

B2B returns are governed by the contract, quotation, Order confirmation, agreed commercial terms and applicable civil or commercial law.

Nordic Prime may, in certain circumstances, accept a commercial B2B return without such acceptance creating an obligation to accept similar returns in the future.

23. Special B2B Orders

For Products sourced or produced specifically for a B2B Customer, Nordic Prime may require a deposit, full payment, minimum order quantity, firm confirmation of the Order and specific cancellation terms.

Once the Order has been placed with the manufacturer or supplier, or once non-recoverable costs have been incurred, the B2B Customer may not cancel unilaterally without the consequences set out in the contract or accepted commercial terms.

To the extent permitted by law and by the agreed terms, Nordic Prime may seek reimbursement of non-recoverable costs actually incurred.

24. B2B Receipt and Refusal of Delivery

The B2B Customer must reasonably inspect upon receipt the number of parcels, Products, quantities, varieties, packaging integrity, temperature where relevant and any visible damage.

Obvious issues must be reported without delay.

The B2B Customer may not unjustifiably refuse a delivery that complies with the firm Order.

Where an unjustified refusal causes loss, Nordic Prime may, subject to the contract and applicable law, seek recovery of the costs actually incurred, including transport, logistics, storage, handling or loss of perishable Products.

No arbitrary charges or penalties will be claimed unless they arise from the contract or applicable law.

25. Shelf Life

A Product is not non-conforming merely because its shelf life is shorter than that of another Product.

Shelf life may depend on the nature of the food, production method, heat treatment, smoking, packaging and temperature conditions.

In B2B relationships, where the Customer requires a minimum remaining shelf life at the time of delivery, this requirement must be agreed in the quotation, contract or Order confirmation.

Where Nordic Prime accepts such a requirement, it becomes part of the Order specifications.

26. Traceability and Food Safety

Nordic Prime retains and uses the information necessary for Product traceability in accordance with applicable food law.

Where Nordic Prime considers or has reason to believe that a distributed food Product does not comply with applicable food safety requirements, it may implement the procedures required by law, including withdrawal of the Product from the market, notification of the competent authorities, notification of Customers and, where necessary, recall of Products already delivered.

In such circumstances, specific safety instructions communicated by Nordic Prime apply as a priority over the ordinary return procedure, without limiting the Customer's statutory rights.

27. Food Safety Complaints

Where there are reasonable concerns regarding Product safety:

do not consume the Product; store it as instructed, where it is safe to do so; retain the packaging and batch information; contact suport@nordicprime.ro immediately.

Nordic Prime may involve, as appropriate, the manufacturer, supplier, carrier, warehouse operator, a laboratory or the competent authorities in the investigation.

28. Fraudulent Complaints

Nordic Prime has the right to verify the factual basis and circumstances of a complaint.

A request may be rejected where it is objectively established that it is fraudulent, based on falsified documents or photographs, seeks multiple refunds for the same Order, concerns intentional damage to the Product or relates to a Product not sold by Nordic Prime.

Mere suspicion is not sufficient to justify the arbitrary rejection of a complaint.

29. How to Submit a Complaint

Complaints should be sent to:

suport@nordicprime.ro

Depending on the circumstances, please provide your name, Order number, affected Product and quantity, a description of the issue, delivery date and time and, where relevant, photographs, batch number, use-by or best-before information and temperature information.

Nordic Prime may request additional information reasonably necessary to investigate and resolve the complaint.

Complaints will be assessed without undue delay and in accordance with applicable statutory time limits.

30. Online Withdrawal Function

Government Emergency Ordinance No. 18/2026 introduced Article 11¹ into Government Emergency Ordinance No. 34/2014 concerning the exercise of the right of withdrawal from distance contracts concluded through an online interface, applicable from 19 June 2026.

For contracts concluded through the Website for which the Consumer benefits from a statutory right of withdrawal, the Website must provide a withdrawal function that is visible, easily accessible and available throughout the withdrawal period, in accordance with applicable law.

The Consumer must be able to submit a withdrawal statement and receive confirmation of that withdrawal, without undue delay, on a durable medium.

This function does not create a right of withdrawal for Products that are legally excluded from that right, including the cases provided for under Article 16 of Government Emergency Ordinance No. 34/2014.

31. Consumer Rights

No provision of this Policy is intended to, or may, unlawfully exclude, limit, reduce or make conditional any mandatory rights of the Consumer.

In the event of a conflict between this Policy and a mandatory provision of applicable law, the mandatory legal provision shall prevail.

At the same time, consumer protection legislation does not make the following a lack of conformity: a simple change of mind concerning a Product legally excluded from the right of withdrawal; subjective preferences; normal natural variations; or deterioration occurring after delivery as a result of failure to comply with storage or handling instructions.

32. Dispute Resolution

Nordic Prime recommends that Customers first attempt to resolve any complaint directly through:

suport@nordicprime.ro

The Consumer retains the right to contact the competent authorities, use any applicable alternative dispute resolution mechanisms or bring proceedings before the competent courts.

33. Data Protection

Personal data provided in connection with complaints, returns, investigations or refunds is processed in accordance with the Nordic Prime Privacy Policy:

https://nordicprime.ro/politica-de-confidentialitate/

To the extent necessary to resolve the matter, personal data may be disclosed to the carrier, supplier, manufacturer, payment processor, laboratory, consultant or competent authorities.

34. Related Documents

This Policy should be read together with:

Nordic Prime Terms and Conditions
https://nordicprime.ro/termeni-si-conditii/

Privacy Policy
https://nordicprime.ro/politica-de-confidentialitate/

Cookie Policy
https://nordicprime.ro/politica-de-cookie-uri/

For B2B transactions, quotations, contracts, Order confirmations and special terms agreed in writing may supplement this Policy.

35. Updates and Language of this Policy

Nordic Choice SRL may update this Policy to reflect legislative changes, new Product categories, logistics changes, new delivery methods, changes to B2B/B2C activities or food safety requirements.

An update to this Policy cannot retroactively remove rights already acquired by the Customer in relation to an Order.

This Policy may be made available in several languages.

In the event of any discrepancy between the Romanian-language version and a translation, the Romanian-language version shall prevail to the extent permitted by applicable law, without limiting the mandatory rights of Consumers.

36. Contact

NORDIC CHOICE SRL – NORDIC PRIME