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.


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.


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.

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


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.


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
World Wide.
Email: [email protected]

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.

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.


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.


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:

Email: [email protected]

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.

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!


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.

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