Refund policy

 

Voluntary Return Policy for Custom Air Fresheners (Maximum 9 pcs)

We offer a 14-day voluntary return policy for custom air fresheners (maximum 9 pcs, personal use, EU delivery).

Important conditions for voluntary returns: To utilize this return right, the buyer must physically collect the package from the delivery point and arrange for the return shipping themselves. The buyer is responsible for all return shipping costs. Simply leaving the package uncollected or refusing delivery at the door is not a valid way to exercise this return policy, and will instead be treated as an Uncollected Package.

Please note: Because custom items are legally exempt from the standard right of withdrawal, this voluntary return policy is subject to specific terms.

 

We offer international 14 day right of withdrawal:

On digital Gift Cards in EU/EEA, as long as the gift card has not been used. And the same for Premade Air Fresheners that already has a design, and other products that are not "Custom".

Please note that other custom products (items made to order, such as other products with a personalized image, design or text) are excluded from the right of withdrawal according to § 22(e) of the Right of Withdrawal Act. This includes, but is not limited to, custom air fresheners >9pcs, custom clothing, accessories, and other made-to-order items.

Returns & Costs

The buyer is responsible for return shipping costs unless otherwise agreed. 

If the buyer receives the withdrawal form and required information after delivery, the withdrawal period starts from the day that information is received. If the seller fails to provide sufficient information about the right of withdrawal, the withdrawal period is extended by up to 12 months after the initial 14-day period.

To exercise the right of withdrawal, the buyer must inform the seller by an unequivocal statement. We strongly recommend doing this in writing (for documentation purposes) via email, form, or letter. The message should ideally include how the buyer intends to return the product.

The buyer must return or hand over the product to the seller no later than 14 days after notifying the seller of the withdrawal.

If the buyer chooses a non-standard shipping method, the seller is not required to refund any extra costs incurred.

Refunds must be issued without undue delay and no later than 14 days after the seller has received notice of the withdrawal. Refunds will be made using the same payment method used by the buyer unless otherwise agreed. 

For standard/premade products and eligible custom air fresheners (up to 9 pcs), the full purchase price including standard outbound shipping costs will be refunded.

The seller may withhold the refund until the product is returned or proof of shipment is provided.

Return Address:

c/o UPURU Karlsen, Kursetvegen 1, 6019 Ålesund, Norway

 

Unclaimed or Refused Packages

Simply refusing delivery or failing to collect a package at customs does not constitute a valid exercise of the right of withdrawal.

For Standard/Premade Products: If a package is returned to us because it was unclaimed or customs duties were refused, and you subsequently exercise your right of withdrawal, we will refund the order. However, as the buyer is responsible for return costs, the exact return-to-sender fee charged to us by the courier will be deducted from your final refund.

Custom Air Fresheners up to 9pcs: According to EU/EEA consumer protection laws, personalized items made to order are completely exempt from the right of withdrawal. Please note that our 14-day voluntary return policy requires you to physically collect the package and arrange for return shipping at your own expense. Simply refusing delivery or failing to collect the package from the pickup point does not qualify as a valid return. Because custom air fresheners have zero resale value and uncollected packages may incur return shipping fees for us, any custom air freshener order that is returned to us uncollected, abandoned, or refused by the buyer is strictly non-refundable. No refund will be issued for the products or the shipping costs.

For other Custom Products and Custom Air Fresheners >9pcs: As custom items are exempt from the right of withdrawal, packages returned to us due to unpaid customs duties or failure to collect will not be refunded.

International Purchases

Buyers outside of Norway have the right of withdrawal if they reside within the European Economic Area (EEA). For customers outside the EEA, local consumer protection laws may apply. Return shipping costs and any customs duties are borne by the buyer unless otherwise stated.

Product Inspection

The buyer may inspect the product to determine its nature, properties, and function. However, the product must be returned in substantially the same condition and quantity as received. If the product is handled beyond what is necessary to assess it, the buyer may be liable for a reduction in value.

Whenever possible, the product should be returned in its original packaging.

Certain items are excluded from the right of withdrawal, including:

  • Perishable goods

  • Items unsuitable for return due to hygiene or health protection reasons (e.g., opened hygiene products)

  • Audio/video recordings or software where the seal has been broken

INSPECTION UPON DELIVERY

We recommend that the buyer inspects the product upon delivery to verify that it matches the order, is not damaged in transit, and is free from defects. If the item is defective or incorrect, please notify us according to our complaint and return policy.

COMPLAINTS AND DELAYS

If there is a defect, the buyer must notify the seller within a reasonable time after discovering the defect. The minimum complaint period is 2 months after the defect is discovered.

Complaints must be made no later than:

  • 2 years after delivery, or

  • 5 years if the product is expected to last longer

In case of delayed delivery, the buyer must notify the seller within a reasonable time after the delivery deadline has passed.

BUYER'S RIGHTS IN CASE OF DELAY

If the seller does not deliver the product on time, and the delay is not due to the buyer or factors on their side, the buyer has the right to:

  • Withhold payment

  • Demand fulfillment of the agreement

  • Cancel the order

  • Claim compensation

All in accordance with Chapter 5 of the Norwegian Consumer Purchases Act.