How do I exchange or return an item?

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

Return fee per order:
Small items: NOK 50
Items shipped on a pallet: NOK 500 per pallet

Return fee

The return fee is charged per order or per item returned.

The purpose of the return fee is to cover our shipping costs when an unwanted item is returned.

You will not be charged a return fee for items returned due to a valid warranty claim or complaint concerning a defective product.

Do I have to pay a return fee?

In accordance with Section 25 of the Norwegian Right of Withdrawal Act , the consumer must cover the cost of returning the item or items when exercising the right of withdrawal.

The return fee will automatically be deducted from the amount refunded to you when you exercise your right of withdrawal.

The return fee applies per order or per item returned.

How do I exchange or return an item?

Returns must be registered through the customer service centre.

To return an item, log in to the customer service centre in our online store. Select the returns tab and then select the item you wish to return. You will be asked to provide the reason for the return, such as exercising your right of withdrawal, making a warranty claim or having ordered the wrong item.

Once we have approved your return request, we will send you a return label to use when returning the item. After we have received and approved the returned item, we will issue a credit note. The amount paid for the item or items will then be refunded, minus any applicable return fee.

Returned items must be unused and in their original packaging. All barcodes must be intact and attached in the same condition as when the item was delivered.

Items returned on a cash-on-delivery basis, or without using a return label generated by us, will be delivered to a collection point. These items will not be collected and will therefore be returned to you.

Please note that you must be logged in to access the return function for purchased items.

If you have any questions, please contact us at support@heatx.no.

Exchanging an item

If you wish to exchange an item, you must first register the return as described above.

To receive a replacement item, you must place a new order through our online store in the usual way.

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

1. Items must be returned in their original, undamaged packaging. All barcodes must be intact and attached in the same condition as when the item was delivered. Items must be in as-new condition and must not have been used.
2. If the product packaging is sealed, the seal must not have been broken.
3. If an item is returned due to a fault or defect, a description of the issue must be included with the return.
4. Items returned on a cash-on-delivery basis, or without using a return label generated by us, will be delivered to a collection point. These items will not be collected and will therefore be returned to you.

Right of withdrawal

Under the Norwegian Right of Withdrawal Act, you have the right to withdraw from your purchase without providing a reason within 14 days of receiving the item. This is subject to the seller having fulfilled the information requirements under the Act and you having received both the item and the withdrawal form. The withdrawal form is generated automatically and sent to you by email.

If the seller does not fulfil the applicable information requirements, for example by failing to provide the mandatory withdrawal form, the withdrawal period may be extended in accordance with applicable law.

You must notify us if you wish to exercise your right of withdrawal. The item must be returned unused, in its original condition and in its original, undamaged packaging. Do not attach tape directly to the original packaging. Use an additional box or bag around the original packaging when returning the item.

The deadline is considered met if the notification is sent before the withdrawal period expires. There are no formal requirements for the notification, but we recommend submitting it in writing for documentation purposes.

We recommend using the returns function in the customer service centre.

If the conditions for exercising the right of withdrawal are met, the seller will refund the amounts covered by the right of withdrawal. The consumer must cover the return shipping costs unless the seller has breached the agreement or supplied a replacement item because the item originally ordered was unavailable.