Refund policy
Right of Withdrawal (Cancellation Policy)
The buyer may withdraw from the purchase of the product in accordance with the provisions of the Right of Withdrawal Act. The right of withdrawal means that the buyer may return the item to the seller without stating any reason, even if there is no defect in the item and even if it has not been delivered.
The buyer must notify the seller of their intention to exercise the right of withdrawal within 14 days after the item, the prescribed information about the right of withdrawal, and the withdrawal form have been received. If the buyer receives the withdrawal form and the necessary information at a later time than the delivery of the item, the withdrawal period starts from the day the buyer receives the form and the information. If the buyer has not received sufficient information or the withdrawal form, the withdrawal period still expires 3 months after the item was received. If the buyer has not received any information at all about the right of withdrawal, the period is 1 year.
To ensure proof, the notification from the buyer to the seller about the use of the right of withdrawal should be in writing (withdrawal form, email, fax, or letter), and it must contain information about how the buyer intends to return the product to the seller.
When exercising the right of withdrawal, the product must be returned to the seller within a reasonable time. The seller is obligated to refund the full purchase price to the buyer within 14 days from the date the seller receives the item or a receipt of shipment, or from the time the item is made available to the seller. The seller cannot charge fees for the buyer's use of the right of withdrawal but may require the buyer to cover the return shipping costs.
The buyer may examine the product before withdrawing from the purchase. However, the product must be returned in approximately the same condition and quantity as it was when received. The product should be returned in its original packaging if possible.
The buyer may not withdraw from the purchase of goods that deteriorate rapidly, goods that by nature cannot be returned, or audio/video recordings (including CDs, DVDs) or software if the seal has been broken. This exception applies only if the seller has clearly informed the buyer about the conditions for the loss of the right of withdrawal on the seal.
Inspection of the Product
Upon receiving the product, the buyer is advised to reasonably inspect whether it complies with the order, whether it has been damaged during transport, or whether it has other defects.
If the product does not comply with the order or has defects, the buyer must notify the seller by making a complaint (see Clause 11 of this agreement).
Failure to do so may result in the loss of consumer rights in full or in part.
Complaints Regarding Defects and Deadlines for Claiming Delay
If there is a defect in the product, the buyer must notify the seller within a reasonable time after the defect was discovered, stating that the buyer intends to invoke the defect.
This deadline can never be shorter than two months from when the consumer discovered the defect. However, the complaint must be made no later than two years after the buyer took possession of the product. If the product or part of it is intended to last significantly longer, the complaint period is five years.
In the event of a delay, a claim must be submitted to the seller within a reasonable time after the agreed delivery time has passed and the item has not been delivered.
If the item is paid for with a credit card, the buyer may also choose to file a complaint and submit a claim directly to the credit provider (the credit card company).
The notification to the seller or the credit provider should be in writing (email, fax, or letter).
Buyer's Rights in Case of Delay
If the seller fails to deliver the item or delivers it too late in accordance with the agreement, and this is not due to the buyer or circumstances on the buyer's side, the buyer may, under Chapter 5 of the Consumer Purchases Act, withhold the payment, demand fulfillment, cancel the contract, and claim compensation.
Fulfillment: If the seller does not deliver the item at the agreed time, the buyer may demand that the purchase be upheld and set a reasonable additional deadline for the seller to fulfill. However, the buyer cannot demand fulfillment if there is an obstacle that the seller cannot overcome or if fulfillment would result in a disproportionate burden or cost for the seller compared to the buyer's interest in fulfillment. If the obstacle ceases within a reasonable time, the buyer may again demand fulfillment.
Cancellation: The buyer may cancel the agreement with the seller if the delay is significant or if the seller does not deliver the product within the additional deadline set by the buyer. The buyer may not cancel the agreement while the additional deadline is still running, unless the seller has stated that they will not fulfill the agreement within the deadline.
Compensation: The buyer may also claim compensation for financial losses caused by the delay, pursuant to Section 24 of the Consumer Purchases Act.
The buyer must notify the seller of any claims by submitting a complaint, in accordance with Clause 11 of this agreement.
Buyer's Rights in Case of Defect
If the product has a defect and it is not due to the buyer or circumstances on the buyer’s side, the buyer may, under Chapter 6 of the Consumer Purchases Act, withhold payment, demand repair or replacement, claim a price reduction, cancel the contract, and claim compensation from the seller.
Repair or Replacement: If the product is defective, the buyer may demand that the seller repair the defect or provide a replacement product. The seller may oppose this if fulfilling the demand is impossible or would result in unreasonable costs.
The seller must carry out the repair or replacement within a reasonable time and without cost or risk to the buyer, and without significant inconvenience. The seller may not attempt repair or replacement more than twice for the same defect unless special circumstances justify further attempts.
Even if the buyer does not demand repair or replacement, the seller may offer this immediately. If the seller completes such measures, the buyer may not demand a price reduction or cancellation.
Price Reduction: If the defect is not repaired or replaced, the buyer may demand a proportional price reduction.
Cancellation: Instead of a price reduction, the buyer may cancel the agreement unless the defect is insignificant.
Compensation: The buyer may also claim compensation for financial losses caused by the defect pursuant to Section 33 of the Consumer Purchases Act.
The buyer must notify the seller of any claims by submitting a complaint, in accordance with Clause 11 of this agreement. The complaint rules apply in addition to, and independently of, the rules on the right of withdrawal and any warranties provided by the seller.
If no defect is found, Tundra Tours AS may only charge for investigations necessary to determine whether a defect exists and for any repair if the buyer has been informed in advance that such costs are their responsibility.
If the buyer takes action to correct a defect on their own initiative without agreement from Tundra Tours AS, the company will not cover these costs.
Seller’s Rights in Case of Buyer’s Breach of Contract
If the buyer fails to pay or fulfill other obligations under the agreement, and this is not due to the seller or circumstances on the seller’s side, the seller may, under Chapter 9 of the Consumer Purchases Act, withhold the product, demand fulfillment, cancel the agreement, and claim compensation. The seller may also claim interest on late payments, collection fees, and fees for unpaid, uncollected items.
Uncollected packages will incur a fee of NOK 200 plus shipping/return costs to cover expenses. This will be deducted from any potential refund. For large shipments (pallets), all shipping costs will be deducted from the refund in case of unagreed returns.
Fulfillment: If the buyer does not pay, the seller may insist on the purchase and demand payment. If the item has not yet been delivered, the seller loses this right if waiting unreasonably long before asserting the claim.
Cancellation: In cases of significant non-payment or other material breach by the buyer, the seller may cancel the agreement. The seller cannot cancel after the payment has been received.
The seller may also cancel the purchase if the buyer fails to pay within a reasonable additional period set by the seller. The seller cannot cancel while this additional period is still running unless the buyer has stated they will not pay.
Compensation: The seller may claim compensation for financial losses due to the buyer’s breach pursuant to Section 46 of the Consumer Purchases Act.
Interest and Collection Fees: If the buyer fails to pay in accordance with the agreement, the seller may claim interest on the amount due, in accordance with the Act on Interest on Late Payments. If the payment remains outstanding, the claim may be sent to a debt collection agency, and the buyer may be held liable for collection fees in accordance with the Act on Debt Collection and Other Recovery of Overdue Claims