§ 30. The rules for when the shop fixes the defect
The shop must repair the item free of charge and within a reasonable time. You can refuse to let them try to fix the same defect several times. While you wait, you are in many cases entitled to a loan product.
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)
Remedy of the defect (avhjelp) shall take place without cost, without significant inconvenience to the consumer (forbruker) and within a reasonable time after the consumer has complained about the defect (mangel). In deciding whether the remedy of the defect is in accordance with the first sentence, weight shall be given, among other things, to whether the seller (selger), at its own expense, makes a replacement item available to the consumer, provided that this appears reasonable based on the consumer's needs.
In the event of remedy of the defect, the consumer shall make the item available to the seller. In the event of replacement (omlevering), the seller shall, at its own expense, take back the replaced item. Until replacement takes place, the consumer may withhold what has been received.
If it is necessary for remedy of the defect, the seller shall dismantle the defective item and install a repaired or replaced item. However, this applies only if the item was installed in accordance with its nature and purpose before the defect became apparent.
If a defect appears after repair of the defect (retting) or replacement, the consumer may reject further remedy of the defect, unless it is reasonable that the seller be given a new attempt.
If there is no defect, the seller may only demand payment for examinations that have been necessary to determine whether there is a defect, and payment for repair of the item, if the seller has expressly made the consumer aware that he or she must cover such costs himself or herself.
What does this mean?
When you hand in an item for repair, the law sets four clear limits:
Always free — parts, labour, postage. You pay nothing.
Reasonable time — normally 2–4 weeks. For items you cannot do without (a water heater in winter), "reasonable" means days.
No significant inconvenience — if you cannot do without the item (mobile phone, fridge), the shop is as a rule obliged to give you a free loan item.
Failed repairs — if the shop has tried to repair it and the defect comes back, you can refuse a new attempt and instead demand a price reduction (prisavslag) or your money back.
Example
Sara hands in a defective MacBook to the electronics shop. Three weeks without a computer for her studies is a significant inconvenience — she demands and gets a free loan computer. The computer comes back with exactly the same defect. Sara rejects a new repair attempt and demands cancellation of the purchase (heving).
Common mistakes
- Paying a "shipping fee" for the shop to send the item to the manufacturer (produsent) — you should never pay anything
- Putting up with waiting eight weeks for a phone repair without getting a loan phone
What should you do?
Ask when you hand it in: "How long will it take?" Ask for a loan item if you need the item every day. Check that the defect is correctly written down on the receipt — proof that it is the same defect if it comes back.