Refund policy
1. Who These Return and Withdrawal Rights Apply To
These terms apply to consumers purchasing products from Havila Gallery & Shop AS through the online store. A distinction is made between voluntary returns/exchanges, the statutory right of withdrawal, and claims relating to defects or non-conformities.
For business customers and other purchases that do not qualify as consumer purchases, the right of withdrawal applies only where specifically agreed or where required by mandatory law.
2. Voluntary Returns and Exchanges
In addition to any statutory right of withdrawal, you may request a return within 14 days of receiving the product. Voluntary returns normally require that the product is unused, in the same condition as when received, with tags attached and in its original packaging, and that you can provide a receipt or other proof of purchase.
These conditions for voluntary returns do not limit your statutory right of withdrawal. When exercising the right of withdrawal, you may inspect the product to the extent necessary to determine its nature, characteristics, and functionality. However, you may be liable for any reduction in value resulting from handling beyond what is necessary for such inspection.
3. Statutory Right of Withdrawal
As a consumer, you generally have the right to withdraw from the purchase within 14 days without giving any reason when the purchase has been made through the online store or by other forms of distance selling.
The withdrawal period begins on the day after you, or a person designated by you, receive the product. If several products from the same order are delivered separately, the withdrawal period begins on the day after the last product has been received.
To exercise your right of withdrawal, you must provide us with a clear statement before the withdrawal period expires. You may use our standard withdrawal form, which is sent together with the order confirmation, but this is not mandatory. It is sufficient that your communication clearly states your intention to withdraw from the purchase.
Once you have informed us of your decision to withdraw, the product must be returned without undue delay and no later than 14 days thereafter.
4. How to Start a Return or Withdrawal
Please contact us by email at havilashop@havila.no or by telephone at +47 955 53 671 to notify us of a return, exchange, or exercise of your right of withdrawal.
Please provide your order number, name, contact details, and information about the product concerned.
Returns should be sent to:
Havila Gallery & Shop AS
Geirangervegen 22
6216 Geiranger
Norway
To help us identify and process your return efficiently, we ask that you contact us before returning the product. This does not limit your right of withdrawal, provided that you have notified us within the applicable withdrawal period.
You may register and send the return using Posten's shipping service:
https://www.posten.no/sende/i-norge/norgespakke
5. Refunds
When a valid right of withdrawal is exercised, we will refund all payments received from you, including delivery costs. However, this does not include any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us.
Refunds will be made without undue delay and no later than 14 days after we receive notice of your decision to withdraw from the purchase. We may withhold the refund until we have received the returned product or until you have provided documentation proving that the product has been returned, whichever occurs first.
Refunds will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise. Your bank or card issuer may require additional time to process the refund after it has been issued on our side.
6. Return Costs
When exercising the right of withdrawal or making a return, you are responsible for the direct costs of returning the product unless we have expressly agreed otherwise.
If we offer free returns as part of a specific campaign or agreement, the terms communicated for that campaign or agreement will apply.
7. Condition of the Product and Reduction in Value
For voluntary returns or exchanges, the product must be unused, with tags attached and in its original packaging.
When exercising the statutory right of withdrawal, you may inspect the product only to the extent necessary to determine its nature, characteristics, and functionality.
If the product has been handled beyond what is necessary and this has reduced its value, we may deduct an amount corresponding to the loss in value from the refund. This applies particularly where the product has been damaged, used beyond what is required for inspection, or returned without adequate packaging.
8. Exceptions to the Right of Withdrawal and Returns
As a general rule, the right of withdrawal also applies to artworks and art-related products purchased online, including unique or original works, provided that the item has already been completed and offered for sale in its existing form.
However, the right of withdrawal may not apply to products made according to the customer's specifications or products that have been clearly personalized.
For art-related products, this may include commissioned works, artworks created or modified according to the customer's specific wishes, custom-made prints, individual engraving, personalized text, dedications or signatures made upon the customer's request, and customized framing, matting, or mounting.
Other exceptions may apply to products that deteriorate rapidly, sealed goods that are unsuitable for return due to health protection or hygiene reasons once the seal has been broken, hazardous materials, or other products that, by their nature, cannot be returned.
Where the statutory right of withdrawal applies, consumers retain the right of withdrawal for products purchased on sale or with discount codes, unless a lawful exception applies.
For sale items and gift cards, we generally do not offer voluntary exchanges or returns beyond what is provided under applicable withdrawal and consumer protection laws, unless otherwise expressly stated before purchase.
9. Damaged, Defective, or Incorrect Products
Please inspect the product upon receipt and contact us as soon as possible if the product is defective, damaged, or incorrectly delivered.
A claim relating to defects or non-conformities is separate from the right of withdrawal and voluntary returns. Your statutory consumer rights regarding defective goods apply regardless of whether the product is otherwise eligible for return.
10. Exchange Policy for Clothing
Clothing may be exchanged within 14 days of receipt, provided that the item is unused, in the same condition as when received, with tags attached and in its original packaging, and that you can provide a receipt or other proof of purchase.
The exchange policy normally covers exchanges for a different size, colour, or comparable item, subject to stock availability.
If the requested replacement item is unavailable, you may instead make use of any applicable voluntary return option or statutory right of withdrawal under the terms set out above.
For hygiene and resale reasons, clothing that has been worn, damaged, washed, has an odour, is missing tags, or is otherwise not in saleable condition may be refused for voluntary exchange.
This does not limit your statutory rights under withdrawal or consumer protection legislation.
11. International Purchases, Customs Duties, and Taxes
For deliveries outside Norway, the customer is responsible for customs duties, VAT, import charges, and any other public fees or taxes imposed in the destination country.
For returns from abroad, the customer will normally be responsible for the direct return shipping costs unless otherwise agreed or required by mandatory law.