Refunds & Returns

Last updated: August 2026

Your statutory 14-day right of withdrawal

As a consumer buying online in Norway, you have the right to withdraw from your order within fourteen days of receiving the goods, without giving any reason, under the Right of Withdrawal Act (angrerettloven), which implements the EU Consumer Rights Directive in Norway through the EEA Agreement. The fourteen days run from the day you (or someone you nominate) receive the goods.

To withdraw, send us a clear statement by email at theteam@norwayscreens.com with your order number before the period ends. You may, but do not have to, use the standard withdrawal form (angreskjema) prescribed under the Act; we supply it with your order confirmation, and you can also request a copy from us at any time.

What you get back

If you withdraw within the statutory fourteen days we refund everything you paid for the goods, including standard delivery, using the same payment method you used. The refund is made without undue delay and at the latest within fourteen days of your notice of withdrawal, though we may hold it until the goods reach us or you show proof of sending them.

You pay the direct cost of returning the goods, as the Act allows where the seller has said so - and we are saying so here. You may open the packaging and check the screen the way you would in a shop; unrolling a screen and offering it up to the window is fine. If the value of the goods is reduced because you have used or handled them beyond what is needed to establish their nature and function - for example, cutting a screen to size - we may deduct that reduction from the refund.

Our own 15-day returns window

On top of the statutory right, our own policy accepts returns for up to fifteen days from purchase for exchange or refund, provided the product is unused, in its original packaging, and you have the receipt or order confirmation. For a return that falls outside the statutory withdrawal right - for example on day fifteen - a handling amount of kr250 per order applies, covering the original packing and handling, and you pay the return shipping. That deduction never applies to a withdrawal within the statutory fourteen days, and never to faulty goods.

Screens made to your measurements

If we make a screen to the measurements you give us, for example through our quote service, it is made to your own specification. The Right of Withdrawal Act excludes goods manufactured to the consumer's specifications from the withdrawal right, so that right does not apply once we have started making it. We say this on the quote form too, so you know before you order. A standard size that you cut down yourself at home is a different thing: standard sizes keep the full withdrawal right until you cut them.

If anything is wrong with a made-to-measure item, contact us. Faulty or incorrect goods are always put right, and the exemption above does not touch your statutory rights over defects.

If something is faulty

If your order arrives faulty, damaged or not as described, contact us and we will put it right at no cost to you. We cover return costs for faulty items. Your rights are set by the Consumer Purchases Act (forbrukerkjøpsloven): you may complain about a defect within a reasonable time after discovering it, and at the latest within two years of taking delivery - or within five years where the goods are intended to last materially longer than two years, which durable window and door screens may well be. Under the Act you may choose between repair and replacement, and where those are not possible or fail, a price reduction or cancellation of the purchase with a refund.

Order cancellation before dispatch

Most orders ship within 24 hours. If your order has been paid and you need to change or cancel it, contact us as soon as you can - once packing and shipping has started we may not be able to stop it, in which case the withdrawal right above applies instead once the parcel arrives.

How to start a return

Email theteam@norwayscreens.com with your order number and tell us whether you are withdrawing, using our returns window, or reporting a fault. We reply with the return address and the next step. Please do not send anything back before you hear from us, so your parcel does not go astray.

Consumer dispute resolution

If a dispute arises we would much rather settle it with you directly, so please contact us first. If we cannot resolve it, you may bring the matter to the Norwegian Consumer Council (Forbrukerrådet) for mediation at forbrukerradet.no, and after that to the Consumer Disputes Committee (Forbrukerklageutvalget). You may also sue at your own domicile's court.