Refund policy

Returns, refunds and your consumer rights in Australia

We want it to be straightforward to contact us about a return or a problem with an order. There are two different types of return: our voluntary 30-day change-of-mind offer, and remedies you may be entitled to under the Australian Consumer Law (ACL). The conditions of the voluntary offer do not restrict your rights under the ACL.

Your rights under the Australian Consumer Law

Products supplied to consumers in Australia come with automatic consumer guarantees under the ACL. Among other things, products must be of acceptable quality, match their description and be fit for any purpose covered by the applicable consumer guarantees. These rights apply to full-price, sale and Outlet products. They cannot be excluded by a store policy, an expiry period or an offer of store credit.

If a product has a major failure, you can choose a refund or a replacement of the same type. A refund under the ACL is not restricted to store credit or a gift card. Where the problem is minor, we are entitled to address it by providing a free repair within a reasonable time. If the problem cannot or is not fixed within a reasonable time, you may become entitled to a refund, replacement or another remedy under the ACL. Other rights, including compensation for reasonably foreseeable loss where the law provides it, may also apply.

There is no 30-day cut-off for asserting consumer guarantee rights. A product does not need to be unused or in its original packaging to be considered for an ACL remedy. We may ask for reasonable proof of purchase, but not necessarily the original receipt.

Our voluntary 30-day change-of-mind offer

Separately from your statutory rights, we offer 30 days to change your mind, counted from the day you receive the product. To qualify for this voluntary offer, the item must be unused and in substantially the same condition as when received. Email us within the 30-day period so we can provide return instructions. This is a voluntary offer, not a time limit on your statutory rights.

For an eligible voluntary change-of-mind return of a regular-price item, we refund the product price to the original payment method. For an eligible voluntary change-of-mind return of an item bought on sale, we provide store credit as an electronic gift card. This gift-card condition applies only to the voluntary change-of-mind offer. It never replaces a refund or other remedy that is required under the ACL.

How to request a return

Email kundeservice@tilkjokkenet.no with your order number, the item concerned and whether you are changing your mind or reporting a problem. If you are reporting a problem, please describe it and, if convenient, include a photograph. We will provide the correct return address and practical instructions by email. Our business address in Norway is not automatically a return address.

If you wish to change or cancel an order, contact us as soon as possible after placing it and include your full name, order number and ordering email address. If it has already been dispatched, contact us to discuss the return options available. Nothing in this paragraph limits your statutory rights if an order has not been properly fulfilled.

Who pays for return delivery?

For an eligible voluntary change-of-mind return, you normally arrange and pay for return delivery. We do not provide prepaid return labels for ordinary change-of-mind returns. Please package the item carefully, keep your lodgement receipt and use a trackable service where possible. Responsibility for a voluntary return in transit is subject to applicable law.

For a faulty or otherwise non-compliant product, different rules apply. If an issue is confirmed, we reimburse reasonable return costs you have already paid. For products that are too large, heavy or difficult to return in the usual way, we will meet our obligations to arrange or pay for appropriate collection or return transport. Keep receipts for reasonable postage or transport costs. Please contact us for directions rather than sending a faulty item to an unverified address.

Refunds and processing times

For voluntary returns, we normally process the returned item within 2 business days after we receive it and email confirmation. During busy periods, such as sales, processing may take up to 7 business days. If more than 7 business days have passed since your return was received and you have not heard from us, email kundeservice@tilkjokkenet.no.

These are our usual administrative processing times. They do not postpone or limit any refund or remedy due under the ACL. Refunds required by law will be provided as the law requires, generally using the original payment method unless another method is agreed.

Wrong, damaged or faulty products

If the wrong item arrives, an item is damaged or something is not working as described, please contact us directly at kundeservice@tilkjokkenet.no. Include your order number and a description of the issue; a photograph can help but is not an absolute condition. We will assess the problem and arrange the appropriate repair, replacement, refund or other remedy under the ACL. You do not need to deal directly with the manufacturer or our supplier to exercise your rights against us as the seller.

Uncollected parcels

If a parcel is not collected and is returned, please email kundeservice@tilkjokkenet.no so we can review the order and discuss redelivery or any refund available. Any cost or deduction will depend on the circumstances, any applicable agreement and your legal rights. An uncollected parcel does not automatically remove your rights under the ACL.