Refusjonspolicy

Returns & refunds 

This draft is written to preserve mandatory consumer rights under Norwegian law (including Angrerettloven for distance sales) and EU/EEA-aligned rules, while also offering an extended voluntary return policy.

1) Statutory right of withdrawal (Angrerett) — 14 days

• If you are a consumer and buy online, you normally have a 14-day right of withdrawal starting the day after you receive the item(s).
• To use the right of withdrawal, you must notify us within the deadline (email is sufficient): hello@toellis.com.
• When you withdraw within the statutory period:
  • We refund the item price.
    
  • You must return the item(s) within 14 days after you notified us of your withdrawal.
  • Return shipping: unless we state otherwise, you are responsible for the direct cost of returning the item(s).
  • We may wait to refund until we have received the item(s) back, or until you provide evidence that the item(s) have been sent.
  • The refund is made to the same payment method you used.
  • You may use the standard withdrawal form text (available on request) but it is not required — a clear statement by email is sufficient.

2) Voluntary returns (extended) — 30 days

In addition to your statutory rights, To Ellis offers a 30-day voluntary return policy from the date you receive your order.

Return conditions (applies to both)

To be eligible for a return, items must be:

• Unused and in original condition
• With all original tags and security ribbons intact
• Returned in the original packaging

If an item is returned in a condition that does not meet these requirements, it may be sent back to you and/or you may not be eligible for a refund or store credit.

How to start a return

• Contact customer service at hello@toellis.com. We will help you with processing your return. 

Return outcomes: store credit vs refund

You can choose either store credit or a refund. Note: within the statutory withdrawal period, you always have the right to a refund (store credit is optional).

Store credit (optional)

• You receive the full item value as store credit (issued as a gift card).
• Return shipping is free within Norway (using the provided return method).
• Store credit is issued within 10 business days after we receive and inspect your return.

Refund

• Refunds are issued to the original payment method.
• Refund timing: we process refunds within 14 days after we receive your withdrawal/return request, but we may wait until we receive the return shipment back (or you provide proof of shipment).
• If you use a prepaid return label outside the “free return” flow, the return shipping cost may be deducted from your refund.
  • Norway: 200 NOK deducted. 

Sale items

• Sale items are eligible for return within the same 30-day return window (unless you later define a separate sale-item exception).

Duties, taxes, and other costs

• International duties/taxes/import fees (if applicable) are the customer’s responsibility and are generally non-refundable.
• This policy does not limit your mandatory consumer rights.