Returns and complaints

Returns and complaints - ByLarana

We want you to feel completely confident when shopping with us. That is why we offer a simple, clear, and fair returns and complaints policy - in line with applicable consumer legislation and EU directives.

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

If the return is caused by the consumer, the consumer shall be responsible for the shipping costs. The specific fee will be based on the courier company you choose.

If the goods received are damaged or incorrect due to reasons attributable to us, the consumer will not be required to pay the shipping costs for this reason.

30-day satisfaction guarantee

We want you to love your products - but if something did not meet your expectations, you can use our 30-day satisfaction guarantee.

This gives you the opportunity to try the product at home in peace and quiet. Not satisfied? You can return it, regardless of the reason.

Return requirements:

  • The item must be in good condition and must not have been unusually used

  • The original packaging and labels should be intact

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

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

NOTE: Some products have an extended money-back guarantee (e.g. 60 or 90 days). If so, this will be clearly stated on the product page, and that period applies 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 the item. You do not need to provide any reason to exercise your right of withdrawal - simply notify us.

The difference between the right of withdrawal and the satisfaction guarantee:

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

  • Satisfaction guarantee (30+ days): Our additional service, allowing you to test the product in practice

Defective or incorrect products

If you receive an item that is damaged, defective, or incorrect, we sincerely apologize. We will always do the right thing.

How to proceed:

  1. Contact us at help@bylarana.com within 14 days

  2. Include the order number, photos of the product, and a brief description of the problem

  3. We will respond quickly with further instructions

If your claim is approved, we cover all costs and send you a replacement product or issue a full refund - the choice is yours.

Right to make a claim - up to 3 years

Under the Consumer Purchases Act, you have the right to make a claim for up to three years after purchase if there is a manufacturing defect or another fault. You must notify us within a reasonable time - preferably within two months after discovering the defect.

If the complaint is made within 6 months, we also cover the return shipping costs.

Product exchange

If you wish to exchange for another item, proceed as follows:

  1. Register the return via our return form

  2. Send the item back to us (you pay the shipping costs)

  3. Place a new order for the desired product

  4. Once we have received and approved the original return, we will refund the purchase amount

Refund

After we have received and processed the 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 that it may take up to 10 business days for the money to appear in your account, depending on your bank and payment provider.

Didn't collect your package?

Packages not collected within the deadline (usually 2–5 days) are returned to us. We handle this as follows:

  • First time: We offer free reshipment

  • If repeated: We cancel the order and deduct a handling fee of NOK 150 before refunding the remainder

When a package is returned as uncollected, we will contact you by email. You have 10 days to confirm whether you want it reshipped.

Return shipping and delivery method

For a standard return (right of withdrawal or satisfaction guarantee), you as the customer pay the shipping costs. For an approved complaint, we pay.

We recommend that you always use a trackable shipping option.

Important:
We do not accept returns sent as registered mail, as these must be collected in person at a post office. If a return is sent as registered mail, it will be returned to you and must be sent again - this causes delays and additional costs.

Exceptions - products that cannot be returned

  • Digital products: Cannot be returned after purchase

  • Hygiene products and consumables: Can only be returned if unopened
    Such products will be clearly marked on the product page.

Shipping protection

We offer optional shipping protection at checkout, giving you extra security if the package is damaged or lost during transit.

  • For canceled orders: Shipping protection is refunded

  • For returns: Shipping protection is retained, as the service has already been provided

Questions or need help?

Do not hesitate to contact us.
Send us an email at help@bylarana.com – we will respond as quickly as we can, usually within 24 hours on weekdays.