Here you will find an overview of our conditions regarding returns and complaints. If you have any questions that are not answered here, kindly send your concerns via our ‘Contact‘ page. Email or phone us.
 
 

Order:

Items can only be ordered via the North American e-lab webshop. We are happy to help you both by phone and email if you have questions about ordering or payments.
 
 

Payment:

At North American e-labs, all prices include Tax. You can pay with Mastercard, Visa card, PayPal, ViaBill and Bank transfer etc. – we only deduct the money when the goods have been sent from our warehouse. North American e-lab does not charge any additional fees for your purchase.

Your credit card information is stored via an encrypted secure connection (SSL) and only PBS / NETS can see your information.

Payment by bank transfer: you are not protected by the objection scheme.
If you pay via PayPal: you are not protected by the objection scheme. Read more about the terms and conditions on PayPal’s website.

Delivery:

All items on the North American e-lab are sent with DHL unless otherwise stated in the offer details. We always strive by quick delivery options. You can expect your product a few days after your order is placed. If your order is placed before 1pm. Delivery time is 1-3 business days (if the goods are in stock).

Packages that cannot be delivered to a specific address will be sent to your local post office or parcel shops for pickup.
All packages are sent to the delivery address specified when your order was entered. Double check your order info before submitting.

Warranty:

The Purchase Act’s defect rules may apply to purchases of goods.
At North American e-service, you always have a two-year full right to make a complaint. This means that you can either have the item repaired, exchanged, the money back or a reduction in the price, depending on the specific situation. It is a requirement that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behavior.

You must complain within a “reasonable time” after you have discovered the defect in the item. If you complain within two months after the defect is discovered, the complaint will always be timely.
Always contact us by email before sending a return.
Complaints must be sent to:

Painfree cream
NORDIC FZCO
World Wide.

Mark the shipment with “Complaint” and attach a note with order number, so we can dispatch you faster.

The item must always be sent back in proper packaging, and remember to get a receipt for shipment so we can refund your reasonable shipping costs if the complaint is justified.

We do not receive packages without delivery or packages sent by post. COD.

It is important that you as a customer describe the error as accurately as possible to us. Please enclose a description in the return package, and possibly a copy of the order confirmation as it facilitates our work and processing time.

If the complaint is accepted, nordic e-service will pay the return fee, so that the customer has no costs. No complaints.

Returns:

You must notify us within 30 days of receipt that you wish to cancel your purchase. The notice must be given to us either by email ([email protected]) otherwise also by using the standard cancellation form. In your message, you must make it clear to us that you wish to exercise your right of withdrawal.

Without giving us clear notice of your return and the reason for your return. The customer will be asked to pay for the return shipping.

Cancelling part of the purchase:

If you have purchased several items from us, you have the option of sending one or more items back, even if they were purchased in one order. Please note that you will not be reimbursed for shipping costs if you regret part of your purchase.

Return:

You must return your order to us without undue delay, and no later than 14 days after you have notified us that you wish to cancel your purchase and return. We bear the direct costs in connection with the return of the item. You bear the risk of the item from the time of requested return to the delivery date of the item (to our warehouse).

Lack of original packaging may possibly constitute an impairment, so to be sure of being able to receive all the money back, it is recommended that the item be returned in original packaging.

Item return and right to withdrawal:

You will lose your right of withdrawal if you break the seal on items for health protection or hygiene reasons that are not suitable when opened.

The condition of the item when you send it back:

You are only liable for any deterioration in the value of the item, which is due to handling after delivery. You must not take items into actual use if you plan to return.

If it has been tried in addition to what is described above, we consider it to be used, which means that if you cancel the purchase, you will only receive part or nothing of the purchase amount, depending on the commercial value of the item.

Refund of the purchase amount:

If you regret this purchase, you will get back the amount you paid to us. In the event of an impairment for which you are liable, this purchase amount will be deducted.
If you exercise your right of withdrawal. We will refund all payments received from you, including delivery costs (we do not incur additional costs due to your own choice of another form of delivery, we already choose the cheapest form of standard delivery). We do not cover returns with undue delay and under all Circumstances items need to be shipped to us within 14 days from the date we received notice of your decision to return. We conduct such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
We can withhold the refund until we have received the item returned.

If you want to make use of the right of withdrawal, you must send goods to the following address:

Painfree cream
NORDIC FZCO
World Wide.

Label the shipment with “Return”
We only receive returned items sent directly to our address, so do not ship without delivery.
Remember to send the package properly, we recommend sending the package as an insured package with GLS. Contact information of the nearest Post Office.

Limitation of Liability:

Delivery only takes place in Major Provinces and States. Painfree Cream is only liable as long as it follows UK  law.

Privacy Policy:

In order for you to enter into an agreement with us, we need the following information:
Name, address, tel. No. and email address.
We make the registration of your personal information for the purpose of being able to deliver the item to you.
The personal information is registered with nordic e-lab and stored for five years, after which the information is deleted.

In addition, we collaborate with a number of other companies that store and process data. Companies process information solely on our behalf and may not use it for their own purposes.

We only work with data processors in the EU or in countries that can provide your information with adequate protection. The data controller is nordic e-lab. Your information will not be passed on or sold to third parties.

As registered with nordic e-lab, you always have the right to object to the registration. You also have the right to insight into what information is registered about you. You have these rights according to the Personal Data Act and inquiries in connection with this should be directed to: [email protected]

Satisfaction Warranty:

We always strive for you to be 100% satisfied. That is, if you have a problem with our product and are not satisfied, please contact us. We will help!

Appeals:

If you want to complain about your purchase, you must contact our customer service by email: [email protected] If we do not succeed in finding a solution, you can submit a complaint to the Consumer Complaints Board at www.forbrug.dk, provided that the conditions for this are met.

REPRESENTATIONS and DISCLAIMERS

It is our Company mission to provide our customers with the finest Products available. We believe in the efficacy of the Products we sell. You understand, however, that the statements on the Website, promotional materials and the Product have not been evaluated by Health Canada and the United States Food and Drug Administration, and the Product is not intended to diagnose, treat, cure or prevent any disease. The information provided by our Websites or this Company is not a substitute for a face-to-face consultation with your healthcare professional and should not be construed as individual medical advice. Individual results will vary. We want you to have the most accurate information concerning the Product. The information we communicate to you about the Product and/or its efficacy is obtained from independent third parties such as educational institutions, scientific and news articles and agencies, scientific reports and researchers (“Information Sources”). We do not warrant or represent that Information Sources are not error-free, nor do we warrant any Information Source or the methods that they use to arrive at their conclusions. All Product specifications, performance data and other information on our Websites are for informational and illustrative purposes only, and do not constitute a guarantee or representation that the Product will conform to such specifications or performance data. We do not guarantee that you will have any specific or particular result or benefit from the Product, or that your experience will match those of others who use the Product. Individual results will vary from person to person.

YOUR REPRESENTATIONS 

You represent that you are at least 18 years of age and that you will not permit a person under 18 to order, or use, the Product. You represent that the information provided by you when placing your order is up-to-date, materially accurate and sufficient for us to fulfill your order in a timely and efficient manner. You are responsible for maintaining and promptly updating your account information with us and keeping such information (and any passwords given to you for the purposes of accessing the Website and/or purchasing Products) secure against unauthorized access. Unless agreed otherwise or required by applicable law, any warranties provided in relation to the Product only extend to you on the understanding that you are a user, and not a reseller, of the Product. You shall not re-sell, re-distribute or export any Product that you order from the Website. You agree to pay for the Product and any taxes, shipping or handling of Product as such costs are specified by us on the Website when you submit your purchase order. Payment shall be made prior to delivery and by such methods as indicated on the Website (and not by any other means unless we have given our prior consent to such alternative payment methods).

LIABILITY LIMITATION TO THE MAXIMUM EXTENT LEGALLY PERMITTED, WHETHER OR NOT COMPANY WAS AWARE OR ADVISED OF THE POSSIBILITY OF DAMAGES, AND WHETHER OR NOT THE LIMITED REMEDIES PROVIDED HEREIN FAIL OF THEIR ESSENTIAL PURPOSE, AGGREGATE LIABILITY (WHETHER FOR BREACH OF CONTRACT, TORT OR ANY OTHER LEGAL THEORY) SHALL IN NO CIRCUMSTANCES EXCEED THE COST OF THE PRODUCTS YOU ORDERED. FURTHER, UNDER NO CIRCUMSTANCES SHALL WE BE LIABLE FOR SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES, LOST PROFITS, LOST REVENUE, OR COST OF COVER. THE PRODUCTS ARE SOLD AND DELIVERED TO YOU “AS IS” WITH NO WARRANTY WHATSOEVER. EXCEPT AS EXPRESSLY STATED OTHERWISE IN THIS SECTION, WE MAKE NO EXPRESS WARRANTIES OR REPRESENTATIONS AND WE DISCLAIM ALL IMPLIED WARRANTIES AND REPRESENTATIONS, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.

INDEMNIFICATION 

You agree to defend, indemnify, and hold harmless Company, its officers, directors, shareholders, employees, independent contractors, telecommunication providers, and agents, from and against any and all claims, actions, loss, liabilities, expenses, costs, or demands, including without limitation legal and accounting fees, for all damages directly, indirectly, and/or consequentially resulting or allegedly resulting from your misuse of the Website, or your breach of any of these terms and conditions of this Agreement. We shall promptly notify you by electronic mail of any such claim or suit, and cooperate fully (at your expense) in the defense of such claim or suit. If we do not hear from you promptly, we reserve the right to defend such claim or suit and seek full recompense from you. 

NOTICES 

Any notice or other communications arising in relation to this Agreement shall be given by sending an e-mail to the latest email address that one party has notified in writing to the other. In the case of Company, the email address can be found painfreecream.ca In the case of sending notices to you, Company will use the email address you provided to Company when you ordered your Product. Such notices or communications (where properly addressed) shall be considered received on the earliest of (i) the email being acknowledged by the recipient as received; (ii) receipt by the sender of an automated message indicating successful delivery or the email having been opened; or (iii) the expiry of forty-eight (48) hours after transmission, provided that the sender has not received notification of unsuccessful transmission. 14. TERMINATION We reserve the right to terminate your access to or use of this Website and/or your subscription to the Product should we believe that you have violated any of the terms of this Agreement or if we believe you have sought, in bad faith, charge backs, credit backs, Product returns, discounts or any other conduct designed to injure, harass or disrupt this Website or the Company’s business operations

FRAUD 

We reserve the right, but undertake no obligation, to actively report and prosecute actual and suspected credit card fraud. We may, in our discretion, require further authorization from you such as a telephone confirmation of your order and other information. We reserve the right to cancel, delay, refuse to ship, or recall from the shipper any order if fraud is suspected. We capture certain information during the order process, including time, date, IP address, and other information that will be used to locate and identify individuals committing fraud. If any Web Site order is suspected to be fraudulent, we reserve the right, but undertake no obligation, to submit all records, with or without a subpoena, to all law enforcement agencies and to the credit card company for fraud investigation. We reserve the right to cooperate with authorities to prosecute offenders to the fullest extent of the law. 

SALES TAX

 If you purchase any Products available on our websites, you will be responsible for paying any sales tax indicated on the Web Site. 

INTELLECTUAL PROPERTY RIGHTS 

The Website, and all content appearing therein, are the sole and exclusive property of the Company or its licensors. No license or ownership rights in or to any content of the Website are conveyed to you by reason of this Agreement or your purchase of Product. The Website and its content are protected under the laws of copyright and trademark. Unless otherwise permitted by law, you may not copy, republish or transmit any portion of the Website without Company’s prior written consent. 

MISCELLANEOUS

Governing Law. This Agreement and all disputes or issues arising from it shall be governed exclusively by the laws of Canada and United States, without regard to conflict or conflict of law principles. The sole and exclusive venue for any and all claims or causes of action arising from or related to this Agreement, or that are related in any manner to your purchase or attempted purchase of the Product(s), shall be the State or Federal Courts in Canada and United States. Overdraft fees. In the event of overdraft of customer’s account due to a charge for an original order or a reorder, the company is not liable for any customer’s overdraft fees. Assignment. This Agreement and the rights and liabilities of the parties hereto inure to the benefit of their respective successors and assigns. Company may assign this Agreement to any successor entity. Customer may not assign without the written permission of Company. Severability. If for any reason a court of competent jurisdiction or an arbitrator finds any provision of this Agreement, or any portion thereof, to be unenforceable, that provision will be enforced to the maximum extent permissible and the remainder of these Terms and Conditions will continue in full force and effect. Attorneys’ Fees. In the event any Party shall commence any claims, actions, formal legal action, or arbitration to interpret and/or enforce the terms and conditions of this Agreement, or relating in any way to this Agreement, including without limitation asserted breaches of representations and warranties, the prevailing party in any such action or proceeding shall be entitled to recover, in addition to all other available relief, its reasonable attorney’s fees and costs incurred in connection therewith, including attorneys’ fees incurred on appeal. No Waiver. No waiver of or by Company shall be deemed a waiver of any subsequent default of the same provision of this Agreement. Headings. All headings are solely for the convenience of reference and shall not affect the meaning, construction or effect of this Agreement. Complete Agreement. This Agreement constitutes the entire agreement between the parties with respect to your access and use of the Website and your ordering and use of the Product, and supersedes and replaces all prior understandings or agreements, written or oral, regarding such subject matters. Modifications. Company reserves the right to change any of the provisions posted herein and you agree to review these terms and conditions each time you visit the Website. Your continued use of the Website following the posting of any changes to these terms and conditions constitutes your acceptance of such changes. Company does not and will not assume any obligation to provide you with notice of any change to this document and you acknowledge and agree to same. Unless accepted by Company in writing, you may not amend these terms and conditions in any way.