Customer center

Return Fee

Return fee of NOK 50 applies to all items.
The return fee is charged per order or per item being returned:
The purpose of the return fee is to cover our shipping costs when returning an unwanted item.
No return fee is applied on items returned due to complaints or warranty issues.

Do I have to pay the return fee?

According to Section 25 of the Right of Withdrawal Act, the consumer must bear the cost of returning an item/items if the right of withdrawal is exercised.
The return fee is automatically deducted from the amount refunded to you when using the right of withdrawal.
The return fee is per order or per item returned.

How do I exchange/return an item?

To return an item, register the return in the customer center.
Log into the customer center on our website, select the return tab, and choose the item you wish to return. Here you can indicate the reason: Right of Withdrawal, Complaint, or Incorrect Item Ordered.

Once we approve your return request, we will send you a return label to use for returning the item. After we receive and approve the returned item, we will issue a credit note, and the amount paid for the item(s), minus the return fee, will be refunded to you. The item must be unused, returned in its original packaging, with all barcodes intact and attached as originally delivered. Items sent back as cash on delivery or without using the return label we provide will be sent to a pickup location and will not be retrieved, thus returned to you.

Please note that you must be logged in to access the return function for purchased items.
For questions – contact support@heatx.no.

Exchanging an Item

If you want to exchange an item, you need to register the return as described above.
To receive a new item, you must place a new order for it on our website.

What rights do I have as a customer if I wish to return an item?

Items must be returned in their original, undamaged packaging, with all barcodes intact and attached as originally delivered. The items must appear new and unused.
If the product packaging is sealed, this seal must remain unbroken.
If the return is due to a defect or issue with the item, a description of the problem from the customer must be included.
Items sent back as cash on delivery or without using the return label provided by us will be sent to a pickup location and will not be retrieved, thus returned to you.

Under the Right of Withdrawal Act of December 21, 2000, No. 105, you have the right to cancel the purchase without giving any reason within 14 days after receiving the item, provided that the seller has fulfilled their obligation to inform according to the Act, and you have received the item and the withdrawal form (this is automatically generated and sent via email). If the seller fails to meet the information requirement, such as by not providing the mandatory withdrawal form upon delivery, the period is extended to three months.

You must notify us if you wish to use the right of withdrawal. If you choose to exercise this right, the item must be unused, in original condition, in undamaged original packaging, and not taped. Please use an external box or bag to protect the original packaging.

The deadline is considered met if the notification is sent before the period expires. No specific form is required for the notice, but for proof purposes, we recommend it be in writing. We suggest using the return function in the customer center [here].

If the conditions for the right of withdrawal are met, the seller is obligated to refund all actual costs charged to the consumer. However, the consumer must bear the return costs unless the seller has breached the agreement or has provided a substitute item if the originally ordered item was unavailable.

Consumer purchases refer here to the sale of goods to a consumer who is not acting primarily as part of a business and when the seller conducts internet-based sales in a commercial context. This contract is created and recommended by the Consumer Ombudsman.

Consumer purchases over the Internet are regulated, among others, by the Consumer Purchases Act, Marketing Act, Right of Withdrawal Act, and E-Commerce Act, which grant the consumer non-waivable rights. These terms do not limit any statutory rights but establish the primary rights and obligations of the parties. The seller may choose to offer better terms than those listed in these conditions.

Where the contract does not directly resolve an issue, it should be supplemented with relevant legal provisions.

Heatexperience.no reserves the right to change the terms due to factors such as legislative amendments or changes in societal conditions.

1. The Agreement

The agreement between the buyer and seller consists of the information provided by the seller about the purchase in the order solution on the website (including product details, quantity, quality, price, and delivery conditions), any direct correspondence between the parties (e.g., email), and these terms and conditions.

In case of any discrepancy between the information provided by the seller in the order solution, direct correspondence between the parties, and these terms, the direct correspondence and information given in the order solution take precedence over these terms, unless this contradicts binding legislation.

2. Parties

Seller
The company processing the order and selling the product, hereafter referred to as "we," "us," "our," or "ours."

Company Name: Response Nordic AS
Address: Østre Rosten 102b, 7075 Trondheim
Organization Number: 9981 507 827

Buyer
The individual placing the order, hereafter referred to as "you," "your," or "yours."

3. Prices

Prices listed in the online store include VAT, unless viewing excluding VAT is selected.

Information about the total cost you will pay, including all fees (VAT, customs, etc.), shipping costs (postage, packaging, etc.), and a breakdown of each element of the total price, is provided in the order solution before the order is placed. (Deliveries to fixed addresses on Svalbard or Jan Mayen are sold VAT-free.)

• See the Norwegian VAT Act §16 for more details.

Website Errors

Occasionally, errors may occur with texts, prices, or similar issues.

We reserve the right to delete orders where there are obvious errors in the price or similar. Any completed payments will be refunded promptly. We refer to §32 of the Contract Act.

Contract Act § 32

If an expressed intent deviates due to a mistake (such as a typographical error) from what was intended, the person making the statement is not bound by its content if the recipient knew or should have known that a mistake had been made.

If an intent is distorted by miscommunication, the sender is not bound by the content as it reached the recipient. If the sender becomes aware of the distortion, they must notify the other party without undue delay.

After you complete your purchase in the webshop, you can track the processing of your order here in the customer center.

4. Entering into an Agreement

The agreement is binding for both parties when your order is received and confirmed by Heatexperience.no.

A party is not bound by the agreement if there were errors in the offer from Heatexperience.no, in the order solution, or in your order, which the other party realized or should have realized.

5. Order Confirmation

Upon receiving your order, we will send an order confirmation to you without undue delay. All confirmations are sent automatically. If an item is not in stock, you will receive a confirmation with “unconfirmed delivery.” We will attempt to procure the item and keep you updated. If there is an error in stock status (if the stock is empty), we will contact you.

Please check that the order confirmation matches your order in terms of quantity, product type, price, etc. If there is a discrepancy, contact us as soon as possible.

6. Payment

We may require payment for the item from the time it is shipped to you.

If paying by credit (2) or debit card (3), we may reserve the amount on your card for up to four days.

• (2) A credit card is a payment card where payment is made later, with the cardholder receiving a bill from the credit card company.
• (3) A debit card is linked to a deposit account, where the user’s account is debited and transferred to the recipient.

For credit card payments, the Credit Purchase Act applies.

7. Delivery

Delivery from us to you is made via PostNord to the address specified in the order solution.

If no delivery time is specified, we will contact you to arrange a delivery address. You are responsible for choosing a shipping method and obtaining information on the location of the pick-up point and parcel box. We do not allow pick-ups at our address for orders from our online store.

8. Risk of Loss

Risk of the item passes to you once it is received according to the agreement. If delivery time has passed and you fail to receive an item made available to you, you still bear the risk for loss or damage due to the item itself.

9. Offers/Availability

Offers, services, and products are available while stock lasts.

10. Right of Withdrawal

You may cancel the purchase in accordance with the Right of Withdrawal Act. This means you can return the item to us without any defect.

Notification must be given within 14 days after receiving the item and the prescribed information.

If conditions for the right of withdrawal are met, we must refund the full purchase amount within 14 days of receiving the item. We may deduct a return fee from the refund. See §25 of the Right of Withdrawal Act regarding obligations.

The item must be returned in the same condition and quantity as received. It should be in its original packaging if possible.

You cannot withdraw from the purchase of perishable goods, items that cannot be returned, or audio/video recordings or computer programs with broken seals if clearly specified.

11. Inspection of Goods

Upon receipt, you are advised to examine whether it matches the order, whether it was damaged during transport, or has defects. If not, notify us as per point 12.

12. Complaints and Claim Deadlines

If there is a defect, notify us within a reasonable time after discovery, but no later than two years from receipt, or five years if the item is expected to last longer.

13. Your Rights in the Event of Delay

If delivery is delayed, you may withhold payment, require performance, cancel the agreement, or claim damages. For details, see Chapter 5 of the Consumer Purchases Act.

14. Your Rights in the Event of a Defect

If an item is defective, you may withhold payment, choose between repair or replacement, demand a price reduction, cancel the contract, or claim damages.

15. Our Rights in Case of Buyer’s Default

If you fail to pay or fulfill other obligations, we may withhold the item, demand performance, cancel the agreement, or claim damages.

16. Warranty

Any warranty given by us or the manufacturer provides additional rights beyond statutory rights.

17. Personal Data

We only collect necessary personal data to fulfill our obligations unless you consent otherwise. This information may only be shared if necessary.

If we intend to use your data for marketing, we will obtain your consent.

18. Dispute Resolution

Parties should attempt to resolve disputes amicably. The Consumer Council may assist in disputes.

If a defect or issue is discovered, the consumer must notify the seller within a reasonable time after discovering or when they should have discovered it (claim notification). However, the claim period is never shorter than two months from the time the consumer received the product. If the product or parts of it are expected to last significantly longer, the claim period is two years. Failure to file a claim within this timeframe forfeits the right to assert the defect.

A defect that appears within six months after the consumer took responsibility for the product (typically at the time of delivery) is presumed to have existed at the time of risk transfer.

Notification of defects and issues can be made to us verbally or in writing. For documentation purposes, we recommend submitting the claim through the return function in our website’s customer center.

If there is a defect in the product and the consumer has filed a claim within the stipulated timeframes, the consumer may assert the following rights:

• Withhold payment.
• Under certain conditions, choose between repair or replacement.
• Demand cancellation if the defect is not minor.
• Request compensation.

If our repair or replacement causes the consumer to be unable to use the product for more than one week, the consumer may, under certain conditions, request a substitute item at the seller's expense. Generally, the seller is not entitled to more than two attempts to repair or replace the same item.