Returns, Complaint, and Repair

Few things are more frustrating than when something you've purchased doesn't work as expected. Here you will find answers to questions about what to do if the product is defective or if you regret a purchase.

You Have a Right to Cancel

The right to cancel is a statutory right in the Cancellation Act and is intended to provide extra protection for consumers in distance selling or selling outside a fixed retail outlet to a consumer from a business. The Cancellation Act applies, for example, to purchases at fairs, mail order, telephone sales, and online.

The right to cancel is inalienable, meaning that the consumer cannot agree to worse conditions than those stated in the law.

Returns

If you purchase the wrong item, you can return it to us. A return form must always be used when returning items (link). Remember that this must be done as quickly as possible and no later than one year. Items older than one year cannot be returned.

Condition Requirements for Returns

The item cannot have been used, it must be in its packaging, and the packaging must be in perfect condition so that we can resell it.

Complaint or Repair?

A complaint is for manufacturing defects. For normal wear and tear or damages caused by misuse, it becomes a repair. A repair will incur costs to perform. You must pay these costs yourself.

Find out if the product has a manufacturing defect or if the fault is due to wear and tear before you claim a complaint. We have the right to charge for time spent if a complaint turns out to be caused by misuse and not a manufacturing defect.

Filing a Complaint

If you believe you have grounds for a complaint, you have two options:

If you purchased the product from someone other than AAK Safety AS, contact where you bought the product and seek assistance there. If it is a clear case of complaint, the store will resolve the issue on the spot.

If you purchased the product from AAK Safety AS, file a complaint by sending an email to post@aaksafety.no

We will process the case as quickly as we can and notify you. The better you describe and document the fault, the faster the process goes.

Important: You must send an email and receive a reply before sending the item. Mail to post@aaksafety.no. By doing this, we have created a case and know what it concerns when we receive the item. Include the reference number you received from your contact in the package you send to us.

How is a Complaint Handled?

When you file a complaint about a product, the supplier has the right to attempt to correct the error twice before they are obliged to replace the product with a new one – or give a refund. This should happen within a reasonable time. "Reasonable time" is a relative term, but it is based on the notion that it should not cause significant inconvenience for you.

Repair

You should always reach out to the place where you bought the product. If you purchased the product from AAK Safety AS, the inquiry should be directed to us. However, if you bought the product elsewhere, you must contact the respective place.

Please contact us if you have any questions about returns and complaints.