Return & Refund Policy

Last updated: June 2026

At Norrve, we want you and your pet to be happy with every purchase. This policy is in accordance with Norwegian consumer law (Angrerettloven) and EU consumer protection regulations, which give you the right to return most items within 14 days of receipt.

1. Your Right of Withdrawal (14-Day Return)

You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, you must notify us before the 14-day period expires by contacting us at support@norrve.no.

Conditions for return:

• The item must be unused and in its original condition
• The item must be returned in its original, undamaged packaging
• All labels and tags must still be attached
• Proof of purchase (order confirmation) must be included

Return shipping cost: If you are returning an item because you simply changed your mind, a return shipping fee of 199 NOK will be deducted from your refund. This covers the cost of the return label we provide.

2. Defective or Wrong Items

If you received a wrong item or a defective/damaged item, we sincerely apologize. In this case:

• Please contact us at support@norrve.no within 14 days of receiving your order
• Attach clear photos or a video showing the defect or wrong item
• We will cover 100% of the return shipping cost — you will receive a free return label
• You will receive a full refund or a replacement, whichever you prefer

3. How to Start a Return

1. Email us at support@norrve.no with your order number and reason for return
2. If the item is defective or wrong, attach photos or a video as evidence
3. Our team will review your request and respond with return instructions and a return label
4. Pack the item securely in its original packaging and send it back using the label provided

4. Inspection & Approval

Once we receive your returned item, our team will inspect it to verify its condition. You will receive an email notification with the outcome of the inspection. If approved, your refund will be processed within 5–10 business days to your original payment method.

If the item is returned in a used, damaged, or incomplete condition (not caused by a defect), we reserve the right to reject the return or apply a partial refund.

5. Refunds

• Change of mind returns: Full refund minus 199 NOK return shipping fee
• Defective or wrong item: Full refund including original shipping cost
• Refunds are issued to your original payment method within 5–10 business days after approval

6. Non-Returnable Items

The following items cannot be returned:

• Items that have been used or show signs of wear
• Items returned without original packaging or with damaged packaging
• Items returned after the 14-day return window has passed

7. Contact Us

If you have any questions about returns or refunds, please reach out to us:

• Email: support@norrve.no
• Website: norrve.no

We aim to respond to all inquiries within 1–2 business days.