Refund, return & satisfaction policy

1. Front-line contact and business hours

We monitor the returns inbox on Norwegian business days. Automated acknowledgements confirm receipt; humans typically follow up within two business days with a decision tree: valid return label, replacement dispatch, partial credit, or escalation to quality if a batch investigation is warranted.

2. Statutory right of withdrawal for distance consumers

If you qualify as a consumer under Directive 2011/83/EU as implemented in your country, you may withdraw from a distance contract within fourteen days after you acquire physical possession of the goods without stating a reason. Exercising withdrawal requires unequivocal notice—we accept clear emails—and you must return goods within fourteen days of your notice unless we agree to collect them.

During withdrawal handling we may withhold reimbursement until goods arrive or you supply proof of handover to carrier. Standard consumer remedies coexist with this policy; nothing here narrows rights that cannot be waived.

3. Hygiene exceptions for opened supplements

Capsules meant for ingestion fall under health-protection exceptions when unsealed. Once the inner safety seal is broken or capsules removed, we cannot restock the unit. If withdrawal still applies, we may deduct diminution in value only where permitted if handling exceeded what was necessary to verify nature and function—generally minimal visual inspection suffices.

4. Step-by-step return logistics

1. Message us with order ID and reason.
2. Await written approval and label or carrier account unless you self-ship with tracking we recognise.
3. Package bottles with original shock buffers when possible; include a note referencing your ticket.
4. Hand off to carrier and retain drop-off receipt until refund posts.

5. Refund pathways and timing

Approved refunds credit the original payment method within fourteen banking days after we receive and inspect goods, sooner when obvious non-receipt issues arise. Shipping charges reimbursed only when we erred, the item was defective, or law mandates it for withdrawal. Promotional bundles refund on a proportional basis if only part returns.

6. Defective, mislabelled, or contaminated goods

Report organoleptic anomalies, broken glass, missing desiccant, or suspect tampering immediately with photos. We may request lot code photographs. Confirmed defects trigger replacement or full refund plus reasonable return postage; we may file carrier claims on your behalf.

7. Short shipments and picking variance

If weight reconciliation or camera logs show fewer bottles than invoiced, we ship missing units or credit you without requiring return of erroneous paperwork beyond a digital attestation.

8. Gift recipients and privacy interplay

Gift recipients should coordinate with the purchaser for order numbers or authorise us to speak with them under Privacy Policy verification rules. Refunds default to original payer unless fraud review dictates otherwise.

9. Business, resale, and wholesale accounts

B2B purchases are governed by separate commercial contracts when signed. Absent a contract, these consumer-oriented terms apply only insofar as mandatory law extends protection; restocking fees up to fifteen percent may apply for undamaged sealed returns outside statutory withdrawal if pre-disclosed at checkout.

10. Chargebacks and payment disputes

Contact us before initiating a chargeback so we can trace settlement failures. Friendly fraud or chargeback abuse may lead to account or device-level blocks while investigations run.

11. Subscription pre-paid cycles

If we launch subscriptions later, cancellation stops future billings; prepaid cycles ship unless you request early termination refund prorated to unshipped portions.

12. Non-waivable consumer protections

National laws may grant longer defect liability periods than this summary restates. In conflicts, statutory text prevails. Norwegian consumers may turn to Forbrukerrådet for guidance.