REGRET A PURCHASE?
When shopping in a physical shop, you’re at the mercy of the shop’s own product exchange policy. You’re only entitled to a cooling-off period if you didn't buy the goods in a permanent shop, e.g. online or doorstep purchases.
IN GENERAL:
Within the EEA you have the right to return your purchase within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.
The EEA includes the 28 EU member states and the EFTA member states in the EU (Iceland, Liechtenstein and Norway, but not Switzerland).
EEA = European Economic Area
EU = European Union
EFTA = European Free Trade Association
1. May I cancel the purchase?
1.1 Exchanging goods
Most shops will let you exchange what you’ve bought, provided the product is unused and undamaged. This is not a statutory right, but the practice is so common that you can expect to be able to exchange the goods you’ve purchased. Hold on to the receipt or exchange tag, and adhere to the deadline printed on it. It’s up to the shop to set its own terms and conditions. You may not be able to exchange products purchased in a sale. Hygiene products can almost never be exchanged.
You can’t demand your money back, but you will usually get a voucher that you can use another time. The voucher is valid for 3 years unless otherwise stated.
1.2 Satisfaction/money-back guarantees
Many of the large chains offer very generous terms and conditions for exchanging products. Some will give you your money back if you return the product unused for up to 6 months. Others may allow you to try out the product for a month before letting you return it and refunding you the money.
For the time being, New Energy Art are to small of a Company to be able to give you any satisfaction/money-back guarantees for such periods of time. We hope to be aible to give our customers such guarantees in the future.
1.3 Cooling-off period
If you’ve purchased a product outside a physical shop, the law will often let you return your purchase if you change your mind (read more below).
1.4 NB! Check whether you can make a complaint
If you believe there is a fault with the product you’ve purchased, you’re entitled to make a complaint regardless of whether or not the purchase is covered by a cooling-off period or exchange warranty.
Read more about what you can claim and how to do it.
2. When may I exercise my right to cancel a purchase?
2.1 It depends on where the purchase was made
You may cancel a purchase if:
- it was made online or by telephone (and the vendor actively sells goods in that way).
- it was made at home, in the street or at a stall – and the purchase price exceeded NOK 300.
The right to cancel applies across all EEA countries.
2.2 Do I need a valid reason?
You don’t have to give a reason for cancelling a purchase, but you must cancel before the end of the cooling-off period.
2.3 May I try out what I've bought?
You may open the packaging and examine the product. But beware, if you’re too rigorous in your examination or if you damage the product, you may not get a full refund.
3. Exceptions from the right to cancel
3.1 You will not be able to cancel
- residential property purchases or home-building contracts
- personal travel such as coach and train trips, flights etc.
- package holidays
- purchases made on websites serving as portals for third-party vendors
- products tailor-made to your specifications
or
- perishable products such as food and flowers
- items that can’t be returned such as heating oil or soil scattered across a garden
- hotel accommodation, shows and concerts
- urgent repairs carried out in your home
- sealed media and hygiene products once you’ve opened them
However, in the cases described above the vendor must inform you in advance that there is no cooling-off period.
4. What should I do if I want to cancel a purchase?
4.1 Tell the vendor before the cooling-off period is up
It’s a good idea to email the vendor and tell them that you want to cancel the purchase. You can also attach the cancellation form given to you by the vendor. You have 2 weeks to cancel the purchase, starting on the day you received the product and all necessary information or on the day after you agreed to purchase a service.
If you didn’t receive a completed cancellation form (in Norwegian and/or English) from the vendor, the cooling-off period is extended by up to 12 months. The cooling-off period is 30 days for life insurance and personal pension plans.
