Last Updated: 01.03.2025

1. Overview

We are committed to complying with EU consumer protection laws, particularly the EU Consumer Rights Directive. This policy outlines customers’ rights and our obligations regarding returns and refunds within the European Union.

2. Right of Withdrawal (Cooling-Off Period)

  1. Eligibility Period: If you purchase a product or service as an EU resident, you have the right to withdraw from your contract within 14 calendar days without giving any reason (“cooling-off period”).
  2. Start Date: The withdrawal period begins on the day you (or a third party designated by you) receive the goods.
  3. Exercise of the Right: To exercise your right of withdrawal, you must inform us of your decision to withdraw (e.g., via email or a clear written statement). You may use the Model Withdrawal Form set out in the EU Consumer Rights Directive, but it is not mandatory.

3. Effects of Withdrawal

  1. Refund: If you withdraw from this contract, we will reimburse all payments received from you for the goods (including delivery costs, if applicable) no later than 14 days from the day we are informed of your decision to withdraw.
  2. Method of Reimbursement: We will use the same means of payment that you used for the initial transaction, unless we have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
  3. Deduction for Diminished Value: You are only liable for any diminished value of the goods resulting from the handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning.

4. Return of Goods

  1. Return Period: You must return the goods to us without undue delay and in any event no later than 14 days from the day on which you communicated your decision to withdraw.
  2. Return Shipping Costs: Unless otherwise agreed, you will bear the direct cost of returning the goods.
  3. Condition of Returned Items: Goods should be returned in their original condition, with all accessories, instructions, and packaging. We reserve the right to refuse a refund or make a deduction from the refund if the goods are not returned in a saleable condition.

5. Exceptions to the Right of Withdrawal

Under EU law, certain types of contracts may not be subject to the right of withdrawal or may have limited return/refund rights. The main exceptions include, but are not limited to:

  1. Custom/Personalized Items: Goods made to your specific requirements or clearly personalized.
  2. Perishable Goods: Goods that can deteriorate or expire rapidly (e.g., perishable food or flowers).
  3. Sealed Goods: Goods that are not suitable for return for health protection or hygiene reasons, if unsealed by you after delivery (e.g., certain cosmetics, personal care items).
  4. Digital Products: Digitally delivered content (e.g., software, e-books, music downloads) where performance has begun with your prior express consent and acknowledgment that the right of withdrawal is lost once the download or streaming starts.

6. Faulty or Defective Products

  1. Legal Guarantee: Separate from your 14-day right of withdrawal, all EU customers are entitled to a minimum two-year legal guarantee period for defective goods. If the product is found to be faulty or not as described at the time of delivery, please contact us immediately.
  2. Remedies: You may be entitled to a repair, replacement, price reduction, or a full/partial refund, depending on the circumstances and in accordance with EU law.

7. Contact Us

If you have any questions about this Refund and Returns Policy or wish to exercise any of your statutory rights, please contact us using one of the methods below:

Phone: +4792064164

Email: info@nattpass.com

Address: Anolitveien 4, Ski 1400, Norway