Refund policy
CAN I RETURN THE PRODUCT?
We accept returns up to 60 days after delivery, if the product is unused and in its original condition and packaging, and we will refund the full order minus the shipping costs for the return unless you pay directly for the shipping to return the product.
We do not accept return or exchange for samples. We can not refund samples.
In the event that your order arrives damaged in any way, please email us as soon as possible at order@norrviva.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
HOW DO I RETURN OR EXCHANGE THE PRODUCT?
To return the product you need to contact us within 60 days following delivery at order@norrviva.com and indicate:
-Order nummer
- Product name, quantity and price
- Reason for returning the product
- Package ID or tracking number if you arrange shipping
If you have an account on our site you can request the return on your customer account page.
Once we have agreed to the return, we will provide you with the shipping instructions.
We can arrange shipping of the product to our return center for you. We will in this case charge you for the cost of the return.
Upon return, you bear the risk for the product until we have received it. The product needs to arrive at our return center unused and in its original condition. You are responsible for protecting the products against damage that could arise during the transport to our return center. Please wrap the product carefully and do not use any tape directly on the product, that would damage it irreversibly. We have the right to make deductions on the repayment amount if the product is returned in worse condition than the condition you received it.
WHAT IS THE COST FOR RETURNING AN ITEM?
You are responsible for the delivery cost of the return. Please make sure you use the appropriate shipping option, including tracking possibility and insurance covering loss or damages.
HOW DO I EXCHANGE PRODUCTS?
You need first to return the product and then to order a new product from our Site.
HOW DO I MAKE A COMPLAINT FOR A PRODUCT?
Information about defective products, wrong delivery or transport damage should be given to us within "reasonable time" from when the defect was detected. A complaint made within one month from when the defect was detected is always considered to be done within a reasonable time. According to The Swedish Consumer Purchase Act (Konsumentköplagen) you have a three-year right to make a complaint.
To complain about the product, contact us and notify the reason for the complaint.
If we determine that this is a valid complaint, we will send out a return label which you can use for free return of your product.
We always follow The National Board for Consumer Complaints (Allmänna reklamationsnämnden) recommendations. In the event of a complaint dispute we advise you to contact The National Board for Consumer Complaints. Always remember to make a copy of your complaint if a dispute should arise.
WHEN WILL I GET MY REFUND?
The refund of a valid return takes place within 30 days.
