Customer service
Complaints, warranty and repair
Have you purchased a product from us that you would like to make a complaint about or have repaired? Here you will find everything you need to know about your rights, warranty terms and how to proceed.
Complaints
A complaint applies to products with faults or defects that arose at the time of purchase or subsequently, within the complaint deadline. The supplier has the right to attempt to remedy the fault one or two times before you can demand a replacement (new product) or cancellation (refund).
The complaint deadline is two years for clothing and outdoor equipment, and five years for products with a long expected lifespan. Please note that the right to make a complaint covers product faults – not user error such as mishandling or normal wear and tear.
Warranty
A warranty is a promise from the manufacturer that goes beyond what the Consumer Purchases Act requires. The warranty may provide better coverage or a longer duration than the law entitles you to. We recommend that you check the warranty terms directly with the respective brands:
Repair
Repair is carried out at your own expense and is a good option if the product does not qualify for a complaint. If you would like to have a product repaired, fill in the repair form and describe the problem – we will then provide you with a price quote before any work begins.
If you have a Norrøna product you would like repaired, you must contact Norrøna directly. Start here.
The Consumer Purchases Act – a brief summary
- Complaint deadline: 2 years for clothing and equipment, 5 years for goods with a long lifespan.
- The supplier may attempt a repair one or two times before you can demand a replacement or cancellation.
- The goods must conform to the agreement and be fit for their intended purpose.
You can read the full Consumer Purchases Act at Lovdata.
How to submit a complaint
- Fill in the complaint form.
- Attach documentation (receipt and photos of the fault).
- We will assess the case and contact you.
How to book a repair
- Fill in the complaint form and select repair.
- Describe the problem and attach your purchase information.
- We will send you a price quote before the repair is carried out.
Do you have questions or need help? Get in touch with our customer service team – we are happy to assist.