Right of withdrawal
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When can you use the right of withdrawal?
When you shop in a physical store, you are subject to the store’s exchange policies. You only have the right to cancel when you shop outside a physical store, such as online or through door-to-door sales.
You have the right to cancel when:
- the purchase has been made over the internet or by telephone (and the trader has arranged for the sale to take place in that way).
- the purchase took place at home, on the street or at a stand – and you bought for more than 300 kroner. The right of withdrawal applies in the EEA countries.
- You can open the packaging and examine the item. If you do too extensive an examination, or the item is damaged, you may not receive a full refund.
NOTE: The right of withdrawal does not apply when you buy from a private individual.
If the right of withdrawal does not apply, the store may still give you the option to cancel or return what you have purchased. If the product or service does not work properly, it is often possible to complain anyway. See more below.
Exceptions to the right of withdrawal
- Purchase or construction of a home
- passenger transport such as bus, train and plane
- package tours ( but here you have good options to cancel )
- something specially made based on your choices
How do you regret?
Report within the deadline:
It is a good idea to write an email to the seller stating that you want to cancel, and if possible attach the form he should have sent you. You have two weeks to notify the seller that you regret your purchase. The countdown begins the day after you have received the goods or the day after you agreed to purchase a service. In both cases, all information about the right of withdrawal must be received for the countdown to start. If you have not received a completed right of withdrawal form, the deadline is extended to up to twelve months. If you have purchased life insurance or an individual pension agreement, the deadline is 30 days.
Return on time:
Send or deliver the item to the seller within 14 days of notifying you of your withdrawal. You are responsible for safe return. Pack the item well and keep the shipping receipt.
Who pays for the return?
The seller cannot charge you any fees for your withdrawal. You are entitled to a full refund of the money you have paid, but you are the one who must pay for the return, unless you were notified in advance or you have agreed otherwise. If it is an item that cannot be sent by post, you will not have to pay if it is delivered to your home, where you also made the agreement
Cancellation options once the service is already underway?
After completing your purchase, you will receive an order confirmation email containing details about the products ordered, payment information, and shipping details. If you do not receive a confirmation, please contact our support team.
Production & Delivery
You can agree that the seller will start providing a service, such as a mobile phone subscription, before the withdrawal period has expired. If you have clearly requested it, the seller can demand payment for what you have already received if you withdraw.
NOTE: If you have purchased on installments, you should notify the financial institution that you have changed your mind.