Refund policy
30-Day Return & Refund Policy
PELMORI offers an eligible return-request period of 30 calendar days after delivery.
This 30-day policy includes a voluntary extension beyond any mandatory statutory withdrawal rights that may apply to you. Mandatory consumer rights always take priority over the voluntary terms of this policy where required by law.
Before Returning Anything
You must contact PELMORI before sending a product back so that we can provide the correct return instructions and authorized return destination for your order.
Contact:
Please include:
- Your order number
- The email address used at checkout
- The product you wish to return
- The reason for the request, where applicable
- Photographs if the product is damaged, defective, incorrect, or if we need to confirm its condition
For the exercise of a mandatory statutory right of withdrawal, you are not required to give a reason for changing your mind.
Do not return products to the sender address printed on the parcel, directly to a supplier, or to another address unless PELMORI has instructed you to use that address.
Returns sent to an incorrect or unauthorized address may be delayed or may not reach the correct return facility.
Statutory Right of Withdrawal — Norway / EEA
Where applicable, consumers have a statutory right of withdrawal for eligible online purchases.
For consumers in Norway, the withdrawal period is generally 14 days from the day after the goods are received, provided the legally required withdrawal information has been supplied.
To exercise this right, you must send PELMORI a clear statement that you wish to withdraw from the purchase before the deadline.
You may email:
You do not need PELMORI's approval before exercising a statutory withdrawal right.
After notifying us, the goods must generally be sent back without undue delay and no later than 14 days after the withdrawal notice was given.
Voluntary Returns After the Statutory Withdrawal Period
Where the statutory withdrawal period has expired but the request is still within our 30-day voluntary return period, the following additional conditions apply where permitted by law.
The product must be:
- Unused beyond what was reasonably necessary to inspect it
- Unwashed and unaltered
- Free from damage, stains, odors, wear, or other signs of use
- Returned with all supplied components and accessories
- Returned with the original packaging where reasonably possible
- Accompanied by proof of purchase
PELMORI may refuse a return made only under our voluntary 30-day extension if these conditions are not met.
Return Shipping Costs
For change-of-mind returns, including where permitted under the statutory withdrawal rules, the customer is responsible for the direct cost of returning the product, unless applicable law requires PELMORI to cover that cost.
This means PELMORI does not normally provide a prepaid return label for change-of-mind returns.
For returns made under our voluntary 30-day extension after the statutory withdrawal period, we require a shipping service that provides tracking or other reliable proof of dispatch.
Keep your shipping receipt and tracking information until the return has been completed.
Norwegian rules allow the consumer to bear the direct return cost when this was disclosed in advance.
Product Condition and Reduced Value
You may inspect a product only as reasonably necessary to establish its nature, characteristics, and function.
If a product has been handled beyond what was reasonably necessary and this causes a reduction in value, PELMORI may make a lawful deduction corresponding to that loss in value where permitted by applicable law.
Examples may include visible wear, damage, missing components, contamination, strong odors, or other handling beyond ordinary inspection.
This does not remove statutory rights for defective or incorrectly supplied products.
Hygiene and Sealed Products
Where permitted by applicable law, certain sealed goods that are unsuitable for return for health or hygiene reasons may lose eligibility for a change-of-mind return after the protective seal has been broken.
This may apply to appropriate hygiene-related products in the PELMORI range.
Do not open a sealed hygiene product if you are uncertain whether you wish to keep it.
This exception does not remove rights you may have if the product is defective, damaged, incorrectly supplied, or otherwise does not conform to the contract.
Damaged, Defective, or Incorrect Products
If your product arrives damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at:
Please include:
- Your order number
- A description of the problem
- Clear photographs or video where reasonably useful
We will assess the issue and provide the repair, replacement, refund, price reduction, or other remedy required by applicable consumer law.
Do not dispose of the product unless PELMORI tells you that you may do so.
Sale and Promotional Items
Discounted or promotional pricing does not remove mandatory statutory consumer rights.
However, after any mandatory statutory withdrawal period has expired, sale or promotional items may be excluded from our additional voluntary return extension where permitted by law and where this has been clearly communicated.
Gift Cards
Gift cards are generally not eligible for return under our voluntary return policy, except where applicable law requires otherwise.
Exchanges
We do not guarantee direct exchanges.
If an exchange is requested, contact us first. Exchange availability depends on current stock, product availability, and the circumstances of the return.
Where appropriate, you may be required to complete the return first and place a separate order for the replacement product.
Refund Processing
For a valid statutory withdrawal, PELMORI will refund payments in accordance with applicable law.
Where Norwegian withdrawal law applies, reimbursement must generally be made without undue delay and no later than 14 days after we receive notice of withdrawal.
However, for goods, PELMORI may withhold the refund until the returned goods have been received or you provide evidence that they have been sent back, whichever occurs first.
Refunds are issued to the original payment method unless another method has been expressly agreed.
Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.
Returns That Do Not Meet the Policy
For returns made under our voluntary 30-day return extension, PELMORI may reject the return if:
- The request was made after the 30-day period
- The product shows unacceptable signs of use
- Parts or accessories are missing
- A hygiene seal has been broken where a legal hygiene exception applies
- The product has been damaged after delivery through misuse or improper handling
- The required proof of purchase cannot reasonably be established
- The return was not sent according to the provided return instructions
These restrictions do not override any mandatory statutory withdrawal, guarantee, complaint, or defective-product rights.
Refused or Uncollected Deliveries
Refusing delivery or failing to collect a parcel does not automatically constitute a valid return request or statutory withdrawal notice.
If you wish to cancel or return an order, contact PELMORI directly so the request can be properly recorded and handled.
Additional costs caused by an uncollected or refused delivery may be handled in accordance with applicable law.
Return Address
Because PELMORI products may be fulfilled through different authorized facilities, the authorized return destination can vary by product and order.
Contact us before returning anything:
We will provide the appropriate return instructions and destination when required.
PELMORI's legal business address is:
PELMORI
Important: Do not automatically send returns to this business address unless PELMORI specifically instructs you to do so.
Contact
For return, refund, damaged-product, or order assistance: