RETURNS AND EXCHANGES

Right of withdrawal
At A-Vet Shop you have a 21-day right to exchange, return and cancel unused items. To exercise your right to exchange, return and cancel, it is important that you notify us within 14 days of receiving the item. If the deadline has expired, the item(s) will be returned directly to the customer together with an invoice for shipping. If our return form is used, a return fee of 149,- NOK will be charged.

Return shipping is paid by the customer. Please note that the right of withdrawal only applies to consumers and not business customers.

The right of withdrawal does not apply to opened packages of food, supplies, treats or cat litter.

If you cancel your entire purchase, you will be refunded the value of the items at the time of purchase, within 14 days after we have received and processed your return. You will receive an email when your return has been processed. If you paid by card, the amount will be refunded directly to the same card you used for purchase.

If you are returning all or part of your order and have chosen invoice as your payment method, you can postpone the due date yourself free of charge at www.klarna.no. If this is not done, a reminder fee may be incurred before your return is received and processed. Reminder fees are incurred by the customer. Klarna can be contacted by phone at 21 01 89 91 or by email: info@klarna.no

We will update your invoice as soon as we have processed your return. If you have already paid your invoice, Klarna will contact you to get your account number so they can arrange a refund.

Examination of the item

You are responsible for checking that you have received the correct item within 30 days of receiving the package. The right of withdrawal should give you the opportunity to carefully examine the item before deciding whether to keep it. It may be necessary to open parts of the packaging to examine the nature, properties and function of the item. The right to examine the item is limited and can be compared to the examination you can perform if you buy goods in a store.

If your use and examination of the goods go beyond what is reasonable and necessary, you may have to pay us compensation for the loss of value of the goods. However, you do not lose your right to cancel even if you have gone beyond the right to examine the goods or have started to use the goods in the usual way, as long as you cancel within the cancellation period.

You must bear the costs of the return and you are responsible for ensuring that the item is returned with proper packaging and wrapping. You may be held liable for damage to the item if returned carelessly or irresponsibly. Please send the item in its original packaging, well packaged. It is recommended that you return the item with a registered package from Posten, as you have the burden of proof that the item has been returned.

Returns sent cash on delivery will not be collected by us.

Unused items

To receive a full refund for a return/cancellation, the item must be returned in the same condition as when you received it. That is, the product and original packaging, with all tags attached, without odor, hair or marks.

If the original packaging is damaged, the item will be considered used. Please note that if you tape and destroy the original packaging in the return shipment, the item cannot be resold and will be classified as used goods.

Used goods

If you return a used item, we will assess the item's diminished value and refund the used value of the item. An item without original packaging, tags or with odors/marks will be considered used and the full amount will not be eligible for a refund.

Prey

How to perform the swap:

1. Place a new order in the online store for the item you want to exchange and write down the new order number on the return form. Download the return form.
2. Fill out the return form and check "Exchange" in the return reason. Include the return form with the item you want to exchange.
3. Deliver it to the nearest Posten Norge/Bring delivery point. Please note that the package cannot be sent with Postnord or placed in a mailbox. The package is sent to the following return address: A-Vet Shop, Yttresøveien 2. 3274 Larvik

The customer is responsible for all costs associated with shipping for the return. If our return label is used, a return fee of 149,- NOK will be charged.

Download the return form here.

Delivery and delay

We do our very best to deliver as quickly as possible at all times. Delivery time is normally 1-4 business days, but there may also be cases of 5-7 business days when delivering to some remote areas.

Please note that we reserve the right to delays during periods of high demand at A-Vet Shop AS or PostNord. The maximum delivery time is 3 weeks from the time your order was placed. If your order has not been delivered within that time, you as a customer have the right to cancel your purchase without any cost, unless otherwise agreed.

If you have not received your package within 5 weeks, you as the customer are responsible for notifying us within 5 weeks of your order. Your order will be considered delivered after this time.

Complaints regarding defects in the product and deadline for reporting claims

If there is a defect/fault with the product, you as a customer have the right to complain for 2 years from the date you received the product. This requires that you as a customer notify us within a reasonable time. We recommend that you contact us to further document what the problem is with the product. We then require close-up photos, as well as an overview of the product's defects. If there is any damage/marks/stains/odor on the product when you receive the package from us, you must contact us immediately to inform us about this so that we can register this on your order if you are going to return the product.

There is no guarantee that toys cannot be damaged by animals, unless it is specifically stated in the product text. The right to a refund on toys therefore only applies to manufacturing defects.
Please note that if the item has been used abnormally or not for its intended purpose, the 2-year warranty period lapses.

If we have packaged the wrong item, it is important that you let us know within 14 days of receiving the item. We will then pay the return shipping costs and send the correct item - provided it is still in stock. We reserve the right to cancel the order if the item is out of stock.

It is important that you have a receipt for your purchase. If you have a valid order number for the complaint, it will be proof for us that the item was purchased in our store.

In the event of a complaint, the customer will be refunded the same amount for the product in question as when it was purchased, or a new item if we still have the product in stock.

Exchanges and returns often take up to 3 weeks from the time you have returned the item. The return form can be downloaded here.

If you are returning all or part of your order and have chosen invoice as your payment method, you can extend the due date free of charge at www.klarna.no. If this is not done, a reminder fee may be incurred before your return is received and processed. Reminder fees are incurred by customers. Klarna can be contacted by phone at 21 01 89 91 or by email: info@klarna.no

Just as it is our responsibility that the package reaches you, it is your responsibility as a customer that the package reaches us. If you choose a tracked package, you are absolutely sure that it will not disappear. If you choose a cheaper option without tracking, you have less control over where your package is.

The seller's rights in the event of the buyer's default

If the buyer does not pay or fulfill the other obligations under the agreement, and this is not due to the seller or circumstances on the seller's part, the seller may, in accordance with the rules in the Consumer Purchase Act, Chapter 9, depending on the circumstances, withhold the goods, demand fulfillment of the agreement, demand termination of the agreement and compensation from the buyer. The seller may also, depending on the circumstances, demand interest for late payment, collection fees and fees for non-prepaid, uncollected goods.

Fulfillment: If the buyer does not pay, the seller can maintain the purchase and demand that the buyer pay the purchase price (fulfillment). If the item is not delivered, the seller loses his right if he waits an unreasonable amount of time to make the claim.
Cancellation: In the event of a material default in payment or other material breach by the buyer, the seller may cancel the agreement. However, the seller may not cancel after the purchase price has been paid. The seller may also cancel the purchase if the buyer does not pay within a reasonable additional period for performance that the seller has set. However, the seller may not cancel while the additional period is running, unless the buyer has said that he or she will not pay.
Compensation: The seller may claim compensation from the buyer for financial loss he or she suffers as a result of a breach of contract by the buyer, cf. Section 46 of the Consumer Purchase Act.
Interest on late payment/collection fees: If the buyer does not pay the purchase price in accordance with the agreement, the seller may claim interest on the purchase price in accordance with the Act on Interest on Late Payment.9 In the event of non-payment, the claim may, after prior notice, be sent to debt collection, and the buyer may then be held liable for fees in accordance with the Act on Debt Collection Activities and Other Collection of Overdue Monetary Claims.
Packages that are not collected by the customer for various reasons will be charged an administration fee of 49 NOK, as well as the price of return shipping. The shipping depends on the size/weight and shipping location. The customer is responsible for providing correct delivery information such as name, address and phone number. Packages/goods that are refused are considered uncollected and will be treated in the same way.