Exchanges and returns

Responsibility and examination of products

Customers assume responsibility for the products as soon as they are in the customer’s possession. After the customer has received the shipment, the products should be examined as soon as possible to ensure that the shipment is in accordance with the order confirmation, and to check if products have been damaged during transport, have other defects, or are missing. Unclaimed packages will be charged a fee of 150 NOK. This is to cover all costs for shipping both ways, processing, and packing materials. Customers are responsible for providing the correct address and mobile phone number in order to receive delivery notifications. The provided mobile phone number must be a Norwegian number.

 

Exchange and return policy

*From 1 October through the end of the year, the exchange period is extended through 31 January.

 

At Porsgrunds Porselænsfabrik, we offer an extended right of withdrawal (return) window of up to 30 days from the date you have received the product. If you wish to use your right to return the product, the product must be returned in the same condition in which it was received. As soon as the return is approved, you will be refunded the applicable amount. Use our return label for an approved return. Returns will incur a fee of 99 NOK, which will be deducted from your refund. To register your return, use this link. Please complete the following steps:

 

  1. Click the link to access PostNord's return website
  2. Enter your phone number and click “Hent opplysninger” (retrieve information)
  3. Enter your name, address, and e-mail address, and click “Fortsett” (continue)
  4. Under “Din referanse” (your reference) – enter your mobile phone number
  5. Under “Mottakers referanse” (recipient’s reference) – fill in the order number of the order you are returning, and click “Fortsett” (continue)
  6. Complete order (“Fullfør bestilling”):
  • Select a drop-off location.
  • In the next step you will receive a drop-off code. You can provide the code at the drop-off location to print the shipping label there, or you can print it yourself at home.
  • The package must be dropped off at a PostNord drop-off location.
  • Ensure that the package is properly packed.
  1. Make a note of the code or download the shipping label, which will be scanned when you drop off the package. This information will also be sent to the e-mail address you have provided.
  2. Click “Fortsett” (continue)

 

Warranty claims

If there is an issue with the product, you must give us written notice by email (post@porsgrund.com) within a reasonable amount of time. Warranty claims must be sent in no more than two years after the product has been delivered. If the product or parts of the product are intended to last significantly longer, there is a five-year warranty claim window. Please provide your order number and item number or item name. Please attach pictures that show the manufacturing defect or damage clearly.