Complaint Rights
If there is a defect in an item you bought, you have complaint rights (reklamasjonsrett) under the Norwegian Consumer Purchases Act (forbrukerkjøpsloven). These rights are statutory and apply regardless of any warranty.
What is a defect?
An item is defective if it does not match what was agreed – for example if it is damaged, does not match the product description (set, card number, language, condition or grade), is missing contents, or if the seal was broken on delivery.
Complaint deadlines
- You must notify us within a reasonable time after you discovered, or should have discovered, the defect. Notice within two months is always considered timely.
- The absolute deadline is two years from when you received the item.
- The deadline is five years for goods meant to last considerably longer than two years.
If a defect appears within two years of delivery, the law as a general rule presumes it existed when you received the item.
Your remedies
- Repair or replacement: the defect is fixed, or you receive a new, equivalent item.
- Price reduction: if repair or replacement is not possible or does not happen within a reasonable time.
- Cancellation: the purchase is cancelled and you get your money back, unless the defect is insignificant.
- Compensation: for financial loss caused by the defect.
- Withholding payment: you may withhold enough of the payment to secure your claim.
We cover the cost of returning a defective item.
How to make a complaint
Email (oppdateres) with your order number, a description of the defect and preferably photos. Please do not send the item before we have agreed the return, so we can cover the shipping. We will reply as quickly as we can.
Warranty
Any warranty from us or the manufacturer is in addition to your complaint rights. It never gives you weaker rights than the law and does not replace your statutory complaint rights.
If we cannot agree
We aim to resolve every case amicably. If we cannot agree, you can contact the Norwegian Consumer Council (Forbrukerrådet) for mediation. Cases not resolved there can be brought before the Consumer Disputes Commission (Forbrukerklageutvalget). Information about your rights is also available from the Consumer Authority (Forbrukertilsynet).