Returns and complaints

Returns and complaints

Note: This applies to consumer purchases. For businesses and public sector organisations, only the points below that deal with complaints apply as the appeal does not apply to businesses/public sector organisations, only consumer purchases.

How do I return/complain about an item?

If you want to return an item, log in to the customer center, select the item you want to return and enter the reason, for example a complaint or cancellation of purchase. Attach the right of withdrawal form that you received with your shipment. You will then receive feedback from us within one to two business days whether we approve the return along with a return number that you mark the package with. Once we have received the item, there is a processing time of up to 2 weeks. Items that are sent to us on delivery will not be collected.

If you have shopped in our store in Namsos, you must contact us and document the purchase with a receipt.

What rights do I have as a customer if I want to return an item?

Your rights are fully described in our terms of purchase which you can find here. consumer purchases and for business/public :

For convenience, points 8, 9 and 10 from the pre-purchase are repeated here:

8. Right of withdrawal
Unless the agreement is exempt from the right of withdrawal, the buyer may cancel the purchase of the item in accordance with the Right of Withdrawal Act.

The buyer must notify the seller of the exercise of the right of withdrawal within 14 days from the start of the period. The period includes all calendar days. If the period ends on a Saturday, public holiday or public holiday, the period is extended to the nearest working day.

The cancellation period is considered to have been met if notification is sent before the expiry of the period. The buyer has the burden of proof that the right of cancellation has been exercised, and the notification should therefore be made in writing (cancellation form, email or letter).

The withdrawal period begins to run:

• When purchasing individual items, the cancellation period will run from the day after the item(s) are received.
• If a subscription is sold, or the agreement involves regular delivery of identical goods, the deadline runs from the day after the first shipment is received.
• If the purchase consists of multiple deliveries, the cancellation period will run from the day after the last delivery is received.

The withdrawal period is extended to 12 months after the expiry of the original period if the seller does not inform the buyer before the conclusion of the contract that there is a right of withdrawal and a standardized withdrawal form. The same applies in the event of a lack of information about the conditions, deadlines and procedure for exercising the right of withdrawal. If the trader ensures that the information is provided during these 12 months, the withdrawal period nevertheless expires 14 days after the day on which the buyer received the information.

When exercising the right of withdrawal, the goods must be returned to the seller without undue delay and no later than 14 days from the date of notification of the exercise of the right of withdrawal. The buyer covers the direct costs of returning the goods, unless otherwise agreed or the seller has failed to inform that the buyer will cover the return costs. The seller cannot set a fee for the buyer's exercise of the right of withdrawal.

The buyer may try or test the goods in a reasonable manner to determine the nature, properties and function of the goods, without losing the right of withdrawal. If the testing or testing of the goods goes beyond what is reasonable and necessary, the buyer may be liable for any reduced value of the goods.

The seller is obliged to refund the purchase price to the buyer without undue delay, and no later than 14 days from the date on which the seller was notified of the buyer's decision to exercise the right of withdrawal. The seller has the right to withhold payment until he has received the goods from the buyer, or until the buyer has provided documentation that the goods have been returned.

9. Delay and non-delivery - buyers' rights and deadline for reporting claims
If the seller does not deliver the goods or delivers them late in accordance with the agreement between the parties, and this is not due to the buyer or circumstances on the buyer's side, the buyer may, in accordance with the rules in Chapter 5 of the Consumer Purchase Act, withhold the purchase price, demand fulfillment, terminate the agreement and/or demand compensation from the seller, depending on the circumstances.
When claiming default powers, the notification should be in writing (for example, email) for evidentiary reasons.

Fulfillment
The buyer may maintain the purchase and demand fulfillment from the seller. However, the buyer may not demand fulfillment if there is an obstacle that the seller cannot overcome, or if fulfillment would entail such a great inconvenience or cost for the seller that it is significantly disproportionate to the buyer's interest in the seller's fulfillment. Should the difficulties disappear within a reasonable time, the buyer may still demand fulfillment.

The buyer loses his or her right to demand fulfillment if he or she waits an unreasonable amount of time to make the claim.

Raising
If the seller does not deliver the goods at the time of delivery, the buyer shall encourage the seller to deliver within a reasonable additional period of performance. If the seller does not deliver the goods within the additional period, the buyer may cancel the purchase.

However, the buyer may cancel the purchase immediately if the seller refuses to deliver the goods. The same applies if delivery at the agreed time was decisive for the conclusion of the agreement, or if the buyer has informed the seller that the time of delivery is decisive.

If the item is delivered after the additional deadline set by the consumer or after the time of delivery that was decisive for the conclusion of the agreement, a claim for cancellation must be made within a reasonable time after the buyer became aware of the delivery.

Replacement
The buyer may claim compensation for losses suffered as a result of the delay. However, this does not apply if the seller proves that the delay is due to an obstacle beyond the seller's control that could not reasonably have been taken into account at the time of the agreement, avoided, or the consequences of which could not have been overcome.

10. Defects in the goods - the buyer's rights and complaint period
If there is a defect in the goods, the buyer must, within a reasonable time after it was discovered or should have been discovered, notify the seller that he or she will claim the defect. The buyer has always made a complaint in time if this occurs within 2 months from the time the defect was discovered or should have been discovered. Complaints may be made no later than two years after the buyer took over the goods. If the goods or parts of them are intended to last significantly longer than two years, the complaint period is five years.

If the goods have a defect and this is not due to the buyer or circumstances on the buyer's side, the buyer may, in accordance with the rules in the Consumer Purchase Act, Chapter 6, depending on the circumstances, withhold the purchase price, choose between correction and replacement, demand a price reduction, demand the agreement be terminated and/or demand compensation from the seller.
Complaints to the seller should be made in writing.

Correction or resubmission
The buyer can choose between demanding the defect be rectified or delivery of equivalent goods. The seller may, however, oppose the buyer's claim if the implementation of the claim is impossible or causes the seller unreasonable costs. Rectification or replacement shall be carried out within a reasonable time. The seller is not entitled to make more than two attempts to remedy the same defect.

Price reduction
The buyer may demand an appropriate price reduction if the goods are not repaired or replaced. This means that the ratio between the reduced and the agreed price corresponds to the ratio between the value of the goods in their defective and contractual condition. If special reasons justify it, the price reduction may instead be set equal to the significance of the defect for the buyer.

Raising
If the goods are not corrected or replaced, the buyer may also cancel the purchase when the defect is not insignificant.