Refund policy

1. Private Customers

Private customers have the right to return their order within 14 days of receiving the goods. 

  • Returned items must be unused, unassembled, and in their original packaging in good condition.

  • Return freight is paid by the customer. Please note that the cost of return freight is not the same as the discounted freight paid at purchase. The actual return freight will be calculated based on weight, size, and location. The exact total cost will be determined after the returned product is received and evaluated in our warehouse.

  • Refunds are issued using the same payment method as the original purchase. Refunds are normally processed within 14 days of us receiving the return.

  • If the product has been used, assembled, or handled beyond what is necessary to determine its nature, characteristics, or function, a deduction may be made from the refund to reflect the reduced value.

We kindly urge our customers not to place orders simply to “have a look” and then return the product. We do our best to provide detailed information and photos about our products, and you are welcome to contact us before ordering if you need more details.

 

2. Resellers (B2B Customers)

For resellers and other business customers, the statutory right of withdrawal does not apply. Instead, Vinnford AS offers a 30-day return policy.

  • Returns in approved condition will be refunded minus a 20% return fee plus freight.

  • Additional deductions may apply if the product or packaging requires repair, replacement, or is otherwise not in good condition.

  • Clearance, outlet, or discontinued items sold to resellers are non-returnable.

 

3. Conditions for Returns (applies to all customers)

  • Returned items must be unused, unassembled, and returned in their original packaging in good condition.

  • If an item is returned damaged, incomplete, or otherwise fails to pass quality control, Vinnford AS reserves the right to make a deduction from the refund to reflect the reduced value — or, in severe cases, to refuse the return.

  • Returns shipped with a transport provider other than the one recommended by Vinnford AS are at the sender’s own risk. Until the goods are received at our warehouse, the customer is responsible for the item and its condition.

 

4. Exceptions

The right of withdrawal does not apply to:

  • Custom-made or personalized products.

  • Special orders, i.e. products not normally stocked by Vinnford AS and procured specifically for the customer (for example, items ordered from abroad on request).

  • Discontinued items or clearance products sold on a B2B basis.

  • Hygiene products or goods where the packaging has been broken, if this makes the product unsuitable for resale.

 

5. Defective or Damaged Items

If you receive a defective or damaged item, please contact us at returns@elvv.no before returning it. Include photos of the damage. Approved defective items will be refunded in full.

 

6. How to Return Products

  1. Place the item securely in its original packaging.

  2. Contact us at returns@elvv.no to request a return form and shipping label.

  3. Attach the return label clearly on the outside of the package.

  4. Send the item using our recommended transport provider.

  5. Keep the receipt and tracking number as proof of shipment.

 

7. Return Address

Vinnford c/o Nettvarehotellet AS
Lundebyveien 5
1878 Hærland

 

8. Exchanges

If you wish to exchange a product, please place a new order. Items can be returned by following the guidelines above, and once the return is processed, a refund will be issued to your original payment method.