Purchase Protection

When you pay with any Nordea Mastercard credit card, you are covered by Purchase Protection. It helps you get your money back if anything goes wrong.

Purchase Protection keeps your purchases safe

All Nordea credit cards include Purchase Protection. It means that in case of a breach of contract by a seller or service provider, Nordea and the seller or service provider are jointly liable for the refund, compensation or any other payment you are owned, as laid down in the Finnish Consumer Protection Act. Purchase Protection allows you to claim your money back, for example, if:

  • you don’t receive an item you ordered or it arrives damaged
  • you were charged twice 
  • you don’t receive the item or service you bought due to the seller’s or service provider’s bankruptcy.

How to get your money back

  1. First, contact the seller or the service provider. You can often agree on compensation directly with them.
  2. If you don’t reach an agreement, file a card complaint with Nordea. Please attach to your complaint the original order confirmation and any communications you have had with the seller.

We will look into the issue on your behalf. If you are entitled to a reimbursement, such as a refund or compensation from the seller or service provider based on a breach of contract, the Finnish Consumer Protection Act provides that Nordea and the seller or service provider will be jointly liable for the payment you are owed. 

How your complaint will be processed

  1. We will let you know in 1–10 days after receiving your complaint that we have started processing it.
  2. We will look into your complaint and contact you for further information if needed.
  3. It may take up to 6 months to process your complaint, but we will often refund your credit card with the amount in question for the duration of the processing. If our investigations prove that the complaint is unfounded, we will claim back the refund that was paid to you for the duration of the processing.
  4. If you wish to be notified of the outcome of the process, we can send it to you digitally or by post.

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