Refund and Returns Policy

Right of Withdrawal

We hope you love your purchase from Hello Tromsø Shop. If you change your mind, you have the right to withdraw from your online purchase within 14 days of receiving your order, in accordance with applicable Norwegian consumer law.

To exercise your right of withdrawal, please contact us at [email address] within 14 days of receiving your order.

After notifying us, the item must be returned without undue delay and no later than 14 days after your notification.

Return Conditions

You may inspect the product as you would reasonably be able to do in a physical shop.

Returned products should be handled with reasonable care. If an item has been used or handled beyond what is necessary to determine its nature, characteristics and function, we may deduct an amount corresponding to any reduction in value.

Whenever possible, please return the product in its original packaging.

To process your return, we may ask for your order number, receipt or other proof of purchase.

Please do not return products to the manufacturer.

Non-returnable Items

The right of withdrawal may not apply to certain products where an exception is permitted by law, including:

• Products made or personalised specifically according to your instructions.
• Sealed products that cannot be returned for health or hygiene reasons once the seal has been broken.

Any applicable exception will be clearly stated on the relevant product page.

Refunds

Once we receive your return, we will inspect the item and confirm your refund by email.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

When exercising the statutory right of withdrawal, we will refund the amount paid for the returned product as well as the cost of our standard delivery option. Additional costs resulting from choosing a more expensive delivery method, such as express shipping, are not refundable.

We may withhold the refund until we have received the returned goods or you have provided proof that they have been sent back.

Return Shipping

Unless the product is faulty, damaged or incorrectly supplied, the customer is responsible for the direct cost of returning the item.

We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.

Returns should be sent to:

Hello Tromsø Shop

[return address]

Norway

Please contact us before sending your return so that we can provide the correct return instructions.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible at [email address].

Please include your order number and, where possible, photographs showing the problem.

Claims concerning defective products are handled separately from the right of withdrawal and do not affect your statutory rights under Norwegian consumer law.

Where the claim is accepted, we will arrange an appropriate solution, such as replacement, repair, price reduction or refund, depending on the circumstances. We will also cover reasonable return shipping costs where the return is due to an error or defect for which we are responsible.

Exchanges

If you would like a different size, design or product, please contact us at [email address].

Depending on availability, we may arrange an exchange or ask you to return the original item and place a new order.

Need Help?

For questions about returns, refunds or damaged products, please contact:

Hello Tromsø Shop
Email: [email address]

Nothing in this Returns & Refunds Policy limits any mandatory rights you may have under applicable consumer protection law.