Warranty, complaints and service
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If you would like to submit an inquiry to our service team, you can use the service form by following the link below.
Complaints and service
For consumer purchases, the warranty period is 2 years and the complaint deadline is 5 years. The warranty does not cover defects and damage that are directly or indirectly caused by incorrect handling, assembly/electrical connection, use, maintenance or other external conditions that have damaged the product.
Røros Metall offers service through authorized service companies throughout the country. All service assignments must be notified to us. Service costs that do not have a reference from Røros Metall will be rejected.
Return of goods can only be made by agreement. Product must be properly packaged and accompanied by a return slip from Røros Metall. Standard products can be credited with 80% of the invoice amount.
Reservations are made for any typing errors, price changes and changes to product details.
Warranty provisions when purchasing household products in Norway
1. Scope of validity of the provisions
These warranty provisions regulate the consumer’s rights towards the supplier when purchasing all types of household appliances for private use in Norway.
2. The warranty period is 2 – two – years from the day the consumer took over the product. Conditions that are not covered by the warranty are described in section 7. After the warranty period has expired, the Consumer Purchase Act’s complaint deadlines will still apply, cf. section 4, second paragraph.
3. The supplier is obliged to remedy a defect that may arise within the warranty/complaint period, under the conditions described in the following points. The supplier reserves the right to check whether a defect is actually present. If it is determined that there is no defect, the consumer must pay for the examination and repair. The consumer must have been informed in advance that he must cover such costs himself.
4. The consumer is obliged to complain within a reasonable time after the defect was discovered or should have been discovered. The complaint must be submitted no later than two months after the defect was discovered. A complaint must also be made no later than 2 years after the consumer took over the item. If the item or parts thereof are intended to last significantly longer in normal use, the absolute deadline for making a complaint in accordance with the provisions of the Consumer Purchase Act is 5 years.
5. The supplier is obliged to remedy a defect at the consumer’s or at a designated workshop in accordance with the following guidelines. Unless otherwise stated below, the supplier will pay the costs of the remedy. a) Defect remedy carried out at the consumer’s home: Such remedy will apply to products that cannot be transported by the consumer without significant inconvenience or cost, and that have been sold and are still located in the natural sales district. Natural sales district means a distance of a maximum of 20 km from the point of sale (store). If the distance is greater, but the retailer is the one closest to the consumer, the supplier will still cover the travel costs. The consumer is obliged to make the product easily accessible to the person who is to carry out the defect remedy. The obligation to carry out free defect remedy does not apply if this results in unreasonable costs for the supplier. Unreasonable costs may be related to the repair and/or if the product cannot be reached by ordinary means of communication, via public roads, etc. Such additional costs may have to be covered by the consumer himself. b) Repair of defects carried out at a workshop: Products that the consumer can collect and bring without significant inconvenience are delivered to the designated workshop/delivery location. Products that cannot be transported by the consumer without significant inconvenience or expense, but which nevertheless must be repaired at a workshop, shall, in the absence of another agreement, be transported in the most reasonable manner and at the supplier’s expense. The product must be properly packaged.
6. The consumer cannot make claims if the defect or failure is a result of:
a) Installations that are not carried out in accordance with public regulations or in violation of the product’s accompanying assembly/use instructions.
b) Inadequate maintenance, treatment in violation of the assembly/use instructions or other irresponsible treatment.
c) Interventions or repairs carried out by an unauthorized repairer and/or use of non-original spare parts/accessories.
