How to make a complaint?

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What you should do:

You should notify us/Laviniabay in writing as soon as the defect is discovered and preferably within 2 months of receiving the item, and no later than 2 years.

 

What conditions apply to complaints?

If a product is returned due to a defect in the product where Laviniabay is to  be blamed according to the Consumer Purchase Act or the Norwegian Purchase Act, the return will be free of charge for you/the customer. If the complaint is not accepted by Laviniabay, you/the customer will have to pay for transport and return. You as the buyer must ensure that the goods are properly packed and that the goods are available at the agreed collection address at the agreed time. You/buyer are responsible for the item until it arrives at our address. If the value of the item is significantly reduced for reasons for which you as the buyer are responsible, we will fully or partially reduce the amount.

 

Follow these steps to notify us:

1. Send us an e-mail to post@laviniabay.no with a description of what defects the item has as soon as possible after you discover the defect. 

 

2. We will process the complaint as quickly as possible and at the latest within 7 working days of receiving the complaint.

 

3. You will then be contacted by one of our employees and if your complaint is justified, you will be able to choose between one of the following options (further described in our sales terms and conditions):

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1) correction: we take back the item and repair it for you free of charge.

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2) redelivery, we take the item back and you will get a new item. Time to produce and transport it must then be included and expected.

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3) price reduction.

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4) cancel the purchase. You return the item and we refund your money back.

 

If there are grounds for canceling the purchase or discount, the purchase price or discount will be refunded to you immediately and no later than 14 days after the buyer can document the return of the item or the seller has received the item at the agreed return address.

 

If an item is returned due to a complaint where Laviniabay is to be blamed, the return will be free of charge for the buyer. If the complaint is not accepted by Laviniabay, the buyer will have to pay for the transport and return.  If the value of the item is significantly impaired for reasons the buyer is to be blamed and responsible for, we will fully or partially reduce the amount. accordently.

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For more information, procedure and further details see description in our sales terms and conditions.