Refund policy

Right of withdrawal, returns and complaints

These terms do not limit your mandatory rights under the Norwegian Right of Withdrawal Act (angrerettloven), the Consumer Purchases Act (forbrukerkjøpsloven), or other applicable consumer legislation. The Norwegian version of this policy is the operative text. In the event of any discrepancy, the Norwegian version prevails.

In short: You have 14 days from receipt to withdraw from the purchase, without giving a reason, provided the hygiene seal is unbroken. If the product arrives damaged or incorrect, the complaint rules in section 6 apply and the seal is irrelevant.

1. Right of withdrawal

As a consumer you generally have a 14-day right of withdrawal when purchasing from our online store.

The withdrawal period begins the day after you, or a third party designated by you other than the carrier, receives the goods.

If a single order is delivered in several separate shipments, the period begins the day after the final item is received.

You do not need to give a reason for exercising the right of withdrawal.

To exercise it, send us a clear notification before the period expires. You may:

• complete the withdrawal form at cyasea.com/pages/withdrawal-form, or
• send an email to hello@cyasea.com
  

The withdrawal form is also included in your order confirmation, so you have it available independently of the website.

Please state your name, order number and which items the notification concerns. This makes processing easier but does not limit your right to withdraw.

The deadline is considered met if the notification is sent before the period expires.

2. Sealed food supplements

CYASEA Pure Marine Collagen is a food supplement intended for consumption and is supplied with a protective hygiene seal beneath the lid.

The right of withdrawal applies as long as the protective seal is unbroken. If the hygiene seal is broken after delivery, the right of withdrawal lapses, as the product is no longer suitable for return for reasons of health protection and hygiene. This follows from section 22(g) of the Right of Withdrawal Act.

Opening the shipping packaging or any outer packaging is not in itself sufficient for the right of withdrawal to lapse. What matters is whether the product's protective hygiene seal has been broken.

This exception does not apply if the product is defective, damaged or incorrectly delivered. Such cases are handled under the complaint rules in section 6.

3. Returning the goods

This section applies where you exercise the right of withdrawal. For damaged or incorrect goods, see section 6.

After notifying us that you are exercising the right of withdrawal, the goods must be sent back without undue delay and no later than 14 days after the notification was sent.

Send the goods to:

Noveo AS Postboks 2 7619 Skogn, Norway. Please mark the shipment with your order number.

We cover the cost of the return. Contact us at hello@cyasea.com and we will send you a return label.

We recommend a trackable shipping method. Please pack the goods securely. Returns must not be sent cash on delivery.

The original shipping packaging may be used but is not required. The product's protective hygiene seal must be unbroken for the right of withdrawal to apply.

4. Inspection and diminished value

You may examine the goods to the extent necessary to establish their nature, characteristics and functioning.

If the goods have been handled beyond what is necessary for such examination, you may be liable for any diminished value. This applies only where you have received the statutory information about the right of withdrawal.

For sealed food supplements, the exception in section 2 applies if the protective hygiene seal is broken.

5. Refunds

Where the right of withdrawal is validly exercised, we refund the purchase price.

Shipping is included in the price on all orders within Norway. You therefore pay no separate delivery charge, and the full purchase price is refunded.

Refunds are made without undue delay and no later than 14 days after we received notification of withdrawal. We may withhold the refund until we have received the goods, or until you have provided evidence that the goods have been sent back.

Refunds are generally made using the same means of payment used for the purchase, unless expressly agreed otherwise. You are not charged a separate refund fee.

6. Damaged, incorrect or defective goods

The right of withdrawal must not be confused with the right to complain of a defect.

If you receive goods that are:

• damaged in transit
  
• incorrectly delivered
  
• leaking or with a broken seal
  
• past their date of minimum durability, or with unreasonably short remaining shelf life
  
• missing contents
• otherwise not in accordance with the order or the information provided

please contact us at hello@cyasea.com.

Please state your order number, a description of the problem, and photographs of the product and packaging. Photographs assist with processing but do not limit your statutory rights.

A complaint must be made within a reasonable time after the defect was, or ought to have been, discovered. A period of up to two months from discovery is always sufficient. The absolute complaint period is normally two years after delivery.

Where there is a defect for which the seller is responsible, remedy is provided at no cost and without significant inconvenience to you. Depending on the circumstances, you may be entitled to replacement, a price reduction, cancellation of the purchase, or compensation under the Consumer Purchases Act.

Where a complaint is accepted, we send a replacement or refund the purchase, and we cover any return costs. We do not normally require the goods to be returned — photographs of the product and packaging are sufficient.

7. Uncollected parcels

A parcel that is not collected or received does not automatically count as exercising the right of withdrawal. You must give us clear notification if you wish to withdraw from the purchase.

If a parcel is returned because it was not collected, or because of incorrect address details provided by you, we may claim documented and reasonable costs relating to shipping and return, to the extent permitted by applicable law.

8. Disputes

If we are unable to reach agreement, you may bring the matter before the Norwegian Consumer Council (Forbrukerrådet).

9. Contact

Questions about returns, the right of withdrawal or complaints: hello@cyasea.com

Noveo AS, org. no. 934 906 608 Postboks 2, 7619 Skogn, Norway