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customer service

terms & conditions

Please read the terms and conditions carefully before ordering products from the Website, as these will apply when you make a purchase. When you make a purchase on the Website and accept our terms and conditions, you enter into an agreement with Oxvold regarding the delivery of your purchase (hereinafter referred to as the "Agreement"). If you do not accept these terms, you cannot purchase products on the Website.

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You have the right to withdraw from the Agreement without giving any reason within 14 days from the date you, or a third party specified by you, other than the carrier, takes physical possession of the goods. Read more under "return." Additionally, the Sales Act's defect rules apply to your purchase, which means that you have certain statutory guarantees regarding the condition and quality of the goods, etc. Read more under "returns."​

ordering

Contracts can only be entered into on the website. We do not process orders via email, mail, or fax.The Website is open 24 hours a day, but may be closed for maintenance.

 

We can only process your order if the delivery address is a residential or business address in one of the countries listed in the countries we deliver to. We do not deliver to P.O. boxes. We reserve the right to cancel the purchase contract in one of the following situations, without being liable for compensation or other costs:

 

  • Your payment information is incorrect or cannot be verified.

  • There is an unintentional error on the website, e.g., a payment error or similar.
     

If you do not understand parts of the terms, we recommend that you contact customer service before you start shopping on the website.

 

WHEN ARE YOU BOUND BY YOUR ORDER?

Before submitting the order, you have the opportunity to change the information you have provided, including delivery and billing information or payment information. Additionally, you have the option to make changes to your order or remove items from your shopping cart. Once you click "Place order & Pay" and the receipt is displayed on the screen, you are bound by the purchase contract. Read more under "returns." Contact customer service if you made a mistake when ordering—I am ready to assist you. 

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right of withdrawal

You have the right to withdraw from this Contract without giving any reason, within 14 days after delivery. The withdrawal period will expire 14 days after the date when you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.

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To exercise the right of withdrawal, you must inform Oxvold of your decision to withdraw from the contract by sending an e-mail. The withdrawal period is met if you send the notice of exercising the right of withdrawal before the withdrawal period has expired.

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EXCEPTIONS FROM THE RIGHT OF WITHDRAWAL

Most of our products are "made-to-order," and the right of withdrawal does not apply to these items. As a result, made-to-order products cannot be returned, except in cases of damage.

 

Read more about Returns here.

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EFFECT OF WITHDRAWAL

If you exercise the right of withdrawal, we will refund all payments received from you, excluding the delivery costs, without undue delay and in any event no later than 14 days from the day we are informed about your decision to withdraw from the Contract with Oxvold.

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We will make such refunds using the same payment method as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such refunds. We may withhold reimbursement until we have received the goods back. We will not bear the cost of returning the goods. 

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We recommend that you retain the postal receipt as proof that you have handed the package to the post office/carrier. You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods.

payment

We accept the following payment methods:

  • VISA

  • Mastercard

  • American Express

  • Visa Electron

  • Maestro

  • Diners
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ORDER SECURITY

Card payments are done through Stripe.

 

Stripe is PCI certified (Payment Card Industry). This program enhances data security for payment solutions. PCI authorization is granted after a certified auditor has reviewed and approved both internal and external security based on a comprehensive checklist. The checklist includes more than 200 points and covers all aspects of IT security, based on the following key areas:

  • General network security

  • Protection of contact information

  • System security and access control

  • Continuous monitoring and testing of the network

  • Security policies

     

PAYMENT PROCEDURE

All payments must be made by you at the time of purchase completion, and before acceptance and confirmation by Oxvold. If your chosen payment method is declined, your order will not be shipped, and Oxvold will have no obligation to fulfill your order.

Please note that some international credit card providers, including VISA, may place a hold on the amount in your account when you complete the purchase. Please refer to the terms and conditions of your credit card provider.
 

Payment will be withdrawn from your account when your order has been dispatched from our warehouse.

prices

All prices for goods, shipping costs, and other charges listed on the Website include taxes, VAT, and duties. Costs associated with delivery, shipping, and postage may vary for each order. Your shipping costs will be shown as a separate line in your shopping cart and on the billing page, as part of the total amount.

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CURRENCY

The prices on the Website are displayed in Norwegian kroner (NOK).

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deliveries

We deliver to:

  • Norway

  • Sweden

  • Denmark

  • Finland
     

If you want your order delivered to a country that is not listed above, please contact me and we can see what can be done.​

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DELIVERY TERMS

Goods will be delivered to the delivery address specified in the order. We only deliver to residential and business addresses, not to P.O. boxes. Deliveries occur Monday through Friday. The delivery time depends on the delivery country and the carrier used. Please read the terms & conditions for the carrier:

For deliveries in Norway: HeltHjem Terms & Conditions

For deliveries in Sweden, Denmark and Finland: PostNord Terms & Conditions

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defective or faulty goods

If your item is defective or we have delivered incorrect goods, please contact our customer service within a reasonable time. If you have received an item with a significant defect or incorrect item, you may return the item and receive a refund for the purchase price and all delivery costs once our customer service has processed the returned item.

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When contacting customer service, you will be asked to provide the order number, any item number, and a description of what is wrong with the goods, etc. You are not responsible for the costs associated with returning non-conforming or incorrect goods. We will refund the purchase price and delivery costs once we have received the goods.

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Oxvold reserves the right to reject claims for products that have not been handled properly and according to the instructions.

conflict resolution

Complaints should be directed to the seller within a reasonable time, as per sections 9 and 10 in the Standard Sales Terms for Consumer Purchases of Goods over the Internet from Forbrukerrådet. The parties should attempt to resolve any disputes amicably. If this is not successful, the buyer may contact the Norwegian Consumer Authority for mediation. The Consumer Authority can be reached by phone at 23 400 600 or at www.forbrukertilsynet.no.

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The European Commission's complaint portal can also be used if you wish to file a complaint. This is particularly relevant if you are a consumer residing in another EU country. You can submit your complaint here: http://ec.europa.eu/odr.

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