Refund policy

We want choosing and returning an item to be straightforward. This policy applies to consumer purchases from House of Neat and does not limit your statutory rights.

Your 14-day right of withdrawal

For eligible online purchases in Norway and the EEA, you may withdraw without giving a reason within 14 days after receiving the goods. For one order delivered in separate parcels, the period runs from receipt of the last item. Sale items have the same statutory withdrawal rights.

Tell us clearly that you wish to withdraw by emailing contact@houseofneat.com, using our contact form, or sending another clear withdrawal notice. Include your name, order number, the items and date received. You do not need prior approval for a valid statutory withdrawal.

How to return

1. Notify us within the withdrawal period by email or the contact form. Because our products ship from different supplier warehouses, the return address depends on the item: we reply within 1–2 business days with the return address and instructions.
2. Pack the item securely and send it back within 14 days after notifying us. Keep proof of posting.
3. We confirm receipt and refund you to the original payment method (card, Klarna, Apple Pay etc.) within 14 days of your withdrawal notice, as described below.

You may inspect an item as you reasonably would in a shop. We may deduct a loss in value caused by handling beyond what is necessary to establish its nature, characteristics and function, where the law permits. Original packaging helps protect the item but its absence does not automatically remove your statutory rights.

Return postage and refunds

For a change-of-mind withdrawal, you pay the direct return postage unless we have agreed otherwise. There is no withdrawal administration fee. If your order was placed under more favourable return terms, those terms still apply.

We refund the item price and the cost of our least expensive standard outward delivery for a full-order withdrawal. Any extra cost for a more expensive delivery option you chose is not refundable. We refund without undue delay and within 14 days after your withdrawal notice; we may withhold repayment until we receive the goods or evidence that you sent them back, whichever is earlier. Your bank may need additional processing time.

Exceptions

Only statutory exceptions apply, including goods liable to deteriorate or expire rapidly, genuinely personalised goods, and sealed goods unsuitable for return for health or hygiene reasons once unsealed. An exception must apply to the specific item; opening ordinary packaging or buying at a reduced price does not itself remove the right to withdraw. Ask us before ordering if you are unsure about an item.

Faulty, damaged or incorrect items

Contact us with your order number and a description of the problem. Photos can help, but are not a condition for exercising your rights. We arrange the appropriate remedy and cover necessary return costs for a valid fault or incorrect delivery.

Norwegian consumers normally have a two-year complaint period, or five years for goods intended to last substantially longer. Tell us within a reasonable time after discovering a fault; a complaint made within two months is always timely. These rights apply independently of the withdrawal period.

Withdrawal form / Angreskjema

You may use the standard Norwegian withdrawal form (PDF), or send the same information in an email. Send it to House of Neat (DELVIN AS, org.nr. 932 564 645, Sørhalla 16A, 1344 Haslum, Norway) at contact@houseofneat.com.

For norske kunder: Angreretten gjelder i 14 dager fra mottak av varen, også ved salg. Gi oss tydelig beskjed innen fristen og send varen tilbake innen 14 dager etter meldingen. Du kan undersøke varen, og lovbestemt reklamasjonsrett gjelder uavhengig av angreretten. Kontakt oss for riktig returadresse.