Complaints.
How to tell us about faults or defects.
Defects and complaints
From section 16 of our general terms of sale and delivery.
This English text is a translation for information. In the event of any difference, the Norwegian version applies.
How to make a complaint
The Customer shall notify VBKU of faults or defects within the deadlines that follow from applicable law and the agreement. Complaints should be sent in writing to post@vbku.no so that the matter can be documented and followed up.
The message should include name, address, order or project number, a description of the matter and relevant photographs.
For consumer purchases, a complaint must be made within a reasonable time after the defect was or should have been discovered. This deadline cannot be shorter than two months from when the defect was discovered. The absolute deadline for complaints is normally two years, or five years for goods intended to last considerably longer than two years.
For craftsman services on real property, the absolute deadline for complaints is normally five years from when the assignment was completed. The complaint must also be made within a reasonable time after the defect was or should have been discovered.
For business customers, the complaint rules of the chosen contract basis and relevant legislation apply.
The Customer shall give VBKU reasonable access to examine and, where appropriate, remedy the matter. The Customer’s other rights in the event of defects follow from the law and the agreement.