§ 4. Who is responsible for lost messages?
If you have sent a complaint in a sensible way, you have done your part. It is not your problem if the shop's email crashes, the email is delayed, or it ends up in the spam filter.
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)
If a party gives notice in accordance with the Act and sends it in a manner that is reasonable in the circumstances, and nothing else follows, the sender may claim that the notice was given in time, even if a delay (forsinkelse) or error occurs during transmission or the notice does not reach the other party.
What does this mean?
When you find a fault in something you have bought, there are deadlines you must meet in order to complain. This section protects you against technical trouble.
As long as you have sent the complaint in a "reasonable manner" — by email, letter or a contact form on the website — the complaint counts as delivered at the time you sent it.
If you complain two days before the deadline and the email is delayed, your complaint still counts. The risk (risiko) of technical failure lies with the recipient, not with you.
Example
Ingrid has bought a jacket that tears. On the last day of the complaint deadline, she sends an email with photos to customer service. The next day she gets a reply saying the server was down yesterday. Ingrid refers to § 4: She sent the email in a reasonable manner and in time. The shop must handle the complaint.
Common mistakes
- Phoning in an important complaint and having no proof afterwards
- Accepting that the shop rejects the complaint because they "never received your email"
What should you do?
Use the shop's official contact channels. Always send an email or use the complaint form on the website. Take a screenshot of completed forms and check that you receive an automatic confirmation.