§ 20. How to use your right of withdrawal
To cancel a purchase, you must send a notice to the seller before the withdrawal period (angrefrist) runs out. It is enough that the notice has been sent. It does not need to be received before the deadline. You can use the official withdrawal form (angreskjema), or simply write a clear notice yourself. If you send it electronically, the seller must confirm receipt. You are the one who must prove that the notice was sent.
Machine-translated from Norwegian. The Norwegian text is the one that applies. Read the original in Norwegian.Norsk English العربية Polski Українська
The text of the law (unofficial translation)
The consumer (forbruker) has the right to withdraw from the contract (right of withdrawal (angrerett)) by giving notice to the trader (næringsdrivende) before the expiry of the withdrawal period, cf. § 21. The withdrawal period is deemed to have been observed if notice is sent before the expiry of the period.
The notice may be given by using a completed withdrawal form or by making another unequivocal statement.
If the trader gives the consumer the option of giving notice under the second paragraph electronically, the trader shall immediately confirm on a durable medium (varig medium) that the notice has been received.
The burden of proof (bevisbyrde) that notice has been given rests with the consumer.
What does this mean?
§ 20 explains the practical procedure for cancelling a purchase. It is simpler than many people think, but you must do it correctly.
You must send a notice. It is not enough to simply return the item, or to not pay, or to talk to a customer service agent. You must send a specific notice that makes it clear that you are withdrawing.
The deadline is met when you send. If you send the notice at 23.45 on day 14, you are within the deadline, even if the seller does not open the email until the next morning. What counts is when you send it, not when the seller receives or processes the notice.
Two ways to send it:
- The official withdrawal form. The seller should have given you this at the time of purchase (see § 8 letter h). It is a standardised form with fields for name, order number, date and signature. Fill it in and send it.
- Another unequivocal statement. You do not need to use the form. An email that clearly says "I am withdrawing from the purchase of X, order number Y" is enough. What matters is that the notice is clear. Do not write "I am considering returning". Write "I am withdrawing".
Electronic withdrawal requires confirmation. If the seller offers an electronic withdrawal button or form on its website, it must immediately send you a confirmation on a durable medium that the notice has been received. If you send by email and do not get a confirmation, keep your sent email as documentation.
You have the burden of proof. You are the one who must be able to document that the notice was sent before the deadline. This is the opposite of the seller's duty to provide information (opplysningsplikt) under § 7. So send it through a channel that leaves a trace, such as email, text message or a signed letter, not a phone call.
Examples
Anne bought shoes from Zalando on a Monday and received them on Wednesday. Two weeks later she decides to return them. Day 14 is approaching. She goes to Zalando's returns page, fills in the returns form, and immediately gets an email: "We have received your return request for order #1234, dated 22 January 2026." She packs the shoes and sends them the next day. Anne has done everything correctly. She sent notice before the deadline, got confirmation on a durable medium, and has the email as documentation if there is a dispute.
Lars bought a jacket for NOK 2,400 from an online shop he has not used before. He decides to withdraw from the purchase. He calls customer service and says "I want to return the jacket". The agent replies "OK, send it to the address on the package". Two weeks later Lars receives an invoice. The seller claims he never withdrew. Lars can say that he called, but he has no documentation of the call. Under § 20 fourth paragraph, Lars is the one who must prove that the notice was sent. If he had sent an email instead, even a short one, he would have had documentation. Lars will probably lose the dispute.
Common mistakes
- You call instead of writing. Phoning is convenient, but leaves no documentation. Write instead, always.
- You wait until the last day. Even though the deadline is met when you send, you give yourself no margin if something goes wrong with sending. Send a few days earlier instead.
- You word it unclearly. "I am considering returning" or "can I return it?" is not unequivocal. Write directly: "I am withdrawing from the purchase of X, order number Y. Please confirm receipt."
- You use the seller's chat without checking whether they confirm on a durable medium. A chat log that disappears after the conversation is not good enough.
What should you do?
When you want to withdraw:
- Write a short, clear notice: "I am withdrawing from the purchase of X (order number Y) made on date Z. Please confirm receipt."
- Send it by email, which gives you documentation in your sent folder
- Save any confirmation from the seller
- Pack the item and send it back within 14 days of withdrawing (§ 25)
- Keep the shipping receipt from Posten or another carrier
Frequently asked questions
Do I have to explain why I am withdrawing?
Can the seller refuse the withdrawal?
What if the seller has no withdrawal form?
Can I withdraw from part of the purchase?
- § 21The 14-day withdrawal period
- § 22When the right of withdrawal does not apply
- § 24The seller's obligations when you withdraw
- § 25The consumer's obligations when returning goods
- § 26The consumer's obligations for services
- Do I have a right of withdrawal when I lease a car online?
- When do I get my money back after using my right of withdrawal?
- What happens if the seller does not collect the item within three months?
- Does the Right of Withdrawal Act apply when someone sells on behalf of a private individual (privatperson)?