Returns and Claims

Returns and Claims

We want you to feel completely confident when shopping with us.
That’s why we offer a simple, transparent, and fair return and claims policy – in line with current consumer protection laws and EU directives.

This page explains how to exercise your right of withdrawal, return an item, or report an issue.

30-Day Satisfaction Guarantee

We want you to love your products – but if something didn’t meet your expectations, you can use our 30-day satisfaction guarantee.

This gives you the chance to try the product at home in peace and quiet.
Not satisfied? You can return it, no matter the reason.

Conditions for return:

The item must be in good condition and not excessively used

Original packaging and labels should be intact

You must be able to provide proof of purchase (order number)

To register a return, please fill out our digital return form here:
👉 https://larana.no/pages/returskjema

NOTE: Some products come with an extended money-back guarantee (e.g. 60 or 90 days).
This will be clearly stated on the product page, and that period will apply instead of the standard 30 days.

Right of Withdrawal – 14 Days

You always have a 14-day right of withdrawal from the day you receive your order.
You don’t need to give any reason – just let us know.

Difference between withdrawal and satisfaction guarantee:

Right of withdrawal (14 days): Legal right to cancel your purchase

Satisfaction guarantee (30+ days): Our additional service so you can test the product in practice

Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, we sincerely apologize.
We will always do the right thing.

Here’s what to do:

Contact us at help@bylarana.com within 14 days

Include your order number, product photos, and a brief description of the issue

We’ll respond promptly with further instructions

If your claim is approved, we will cover all costs and send a new item or issue a full refund – the choice is yours.

Warranty – Up to 3 Years

According to consumer law, you have the right to make a claim up to three years after purchase if there is a manufacturing defect or fault.
You must report it within a reasonable time – ideally within two months of discovering the issue.

If the claim is made within 6 months, we will also cover return shipping.

Product Exchange

If you wish to exchange your item for a different product, follow these steps:

Register the return via our return form

Send the item back to us (shipping paid by you)

Place a new order for the desired product

Once we’ve received and approved the original return, we’ll refund your original purchase

Refunds

Once we’ve received and processed your return, the refund will be issued within 7–14 business days.
The amount will be refunded to the same payment method used for the purchase.

Please note it may take up to 10 business days for the funds to appear in your account, depending on your bank and payment provider.

Didn’t Pick Up Your Package?

Packages that are not picked up within the deadline (usually 2–5 days) will be returned to us.
We handle this as follows:

First time: We offer a free reshipment

Repeated case: We cancel the order and deduct a handling fee of NOK 150 before refunding the rest

When a package is returned as unclaimed, we will contact you by email.
You’ll have 10 days to confirm whether you want a new shipment.

Return Shipping and Method

For standard returns (withdrawal or satisfaction guarantee), you as the customer are responsible for the shipping cost.
For approved claims, we pay the return shipping.

We recommend that you always use a tracked shipping option.

Important:
We do not accept returns sent as REK (registered mail), as these must be physically collected from the post office.
If a return is sent as REK, it will be returned to you and must be resent – this causes delays and extra charges.

Exceptions – Products That Cannot Be Returned

Digital products: Cannot be returned after purchase

Hygiene and consumable products: Can only be returned if unopened
These products will be clearly marked on the product page.

Shipping Protection

We offer optional shipping protection at checkout for extra peace of mind if your package is lost or damaged during transit.

Order cancelled: Shipping protection is refunded

Return: Shipping protection is non-refundable, as the service has already been provided

Questions or Need Help?

Don’t hesitate to contact us.
Send an email to help@bylarana.com – we usually respond within 24 hours on business days.