Terms of service

General Provisions and Definitions

Definitions

For the purposes of these Terms:

“Seller”, “NORFIN”, “we”, “us” or “our” means SIA “SALMO”.

“Customer” or “you” means the individual placing an Order through the Website.

“Consumer” means a natural person acting for purposes outside that person’s trade, business, craft or profession.

“Goods” means the products offered for sale through the Website.

“Website” means www.norfin.eu and its associated checkout interface.

“Order” means an offer submitted by the Customer to purchase Goods through the Website.

“Contract” means the distance sales contract concluded between the Seller and the Customer in accordance with these Terms.

“EU/EEA Consumer” means a Consumer habitually resident in an EU Member State, Iceland, Liechtenstein or Norway, where NORFIN directs its commercial activities to that country or accepts an Order for delivery there.

“Non-EU European Consumer” means a Consumer habitually resident in a European country outside the EU/EEA for which NORFIN accepts an Order.

“US Consumer” means a Consumer habitually resident in the United States and for whom NORFIN accepts an Order for delivery in the United States.

“Durable Medium” means a medium, including email or a downloadable document, which enables the recipient to store information addressed personally to them and reproduce it unchanged for an adequate period.
Mandatory rights

These Terms establish NORFIN’s contractual rules but do not deprive a Consumer of rights that cannot lawfully be waived or restricted.

Where a provision of these Terms conflicts with mandatory consumer law, the mandatory rule applies to the extent of the conflict.
Version applicable to an Order

Each Order is governed by the version of these Terms accepted by the Customer when placing that Order. Later amendments do not apply retroactively to an already concluded Contract unless the Customer expressly agrees or the amendment is required by law and may lawfully apply to an existing Contract.

Seller Information

The Seller is:

SIA “SALMO”

Registration number: 40003036461

Registered office: Skandu iela 7, Rīga, LV-1067, Latvia

VAT registration number: LV40003036461

E-mail: info@norfin.eu

Address for complaints: Skandu iela 7, Rīga, LV-1067, Latvia

Return address: Skandu iela 7, Rīga, LV-1067, Latvia

NORFIN.eu is the Seller’s online trading website. The Website’s brand name does not create a separate legal entity.

Scope and Application

Consumer sales

These Terms apply exclusively to sales to Consumers.

Business purchases are not accepted through the NORFIN.eu consumer checkout. Customers purchasing for business, trade, professional or resale purposes must contact NORFIN separately and use the applicable business or wholesale sales channel and terms.

A person placing an Order through the consumer checkout confirms that the purchase is made predominantly for purposes outside that person’s trade, business, craft or profession.
Delivery territories

NORFIN accepts Orders only for countries and territories displayed as available at checkout.

The availability of the Website in a particular country does not by itself mean that NORFIN is required to deliver to that country.

Delivery restrictions and available payment methods must be shown no later than the beginning of the ordering process.
Order-specific information

The product description, price, taxes, delivery method, delivery charge, estimated delivery period and other information shown to the Customer before the final Order is submitted form part of the Contract.

If Order-specific information expressly differs from these general Terms, the Order-specific information applies, provided that it does not restrict mandatory consumer rights.
Legal capacity

The Customer must have the legal capacity to enter into the Contract. A minor may place an Order only where permitted under applicable law and, where required, with the consent of a parent or legal guardian.

Products and Product Information

Product descriptions

NORFIN aims to describe the Goods accurately and clearly, including their main characteristics, material, size, colour, intended use, quantity, technical specifications and any relevant restrictions.

Product images are illustrative. Minor differences caused by screen settings, lighting, manufacturing tolerances or packaging updates do not constitute non-conformity where they do not materially change the Goods or their agreed characteristics.
Size and fit

Where applicable, Customers should consult the size chart and product measurements before placing an Order.

A size recommendation or general fit description is guidance only unless NORFIN has expressly confirmed that a specific size will be suitable for the Customer’s stated measurements or intended use.
Availability

The display of Goods on the Website does not guarantee availability.

If Goods become unavailable after an Order is placed, NORFIN will inform the Customer without undue delay. NORFIN will not substitute materially different Goods without the Customer’s express agreement.
Safety information

Customers must read and follow all safety warnings, instructions, age restrictions and use limitations supplied with the Goods or displayed on the product page.

Where required, the Website will identify the manufacturer, an EU responsible person or other responsible economic operator and will provide the required product identification, warnings and safety information.

Prices, VAT, Taxes and Duties

Displayed prices

Prices displayed to Consumers will include applicable VAT and other taxes where required by law.

The final price payable by the Customer, including the price of the Goods, VAT, delivery charges and any other charges collected by NORFIN, will be displayed before the Customer submits the Order.

No additional optional payment will be charged unless the Customer has expressly selected and agreed to it.
Currency

Prices are displayed and charged in euro (EUR).

Where a payment provider or the Customer’s bank performs a currency conversion, its exchange rate and charges may apply. NORFIN does not control charges imposed independently by the Customer’s bank or payment provider.
Delivery costs

Delivery charges depend on the destination, delivery method and, where applicable, the size or weight of the Order. The applicable delivery charge will be shown before the final Order is submitted.
EU VAT

For deliveries within the European Union, VAT will be applied according to the tax rules applicable to the transaction and delivery destination.
Import taxes, customs duties and other charges

For deliveries outside the European Union, the Customer’s country may impose import VAT, customs duties, customs-clearance fees, brokerage fees or other local charges.

Unless expressly stated as included in the total price displayed at checkout, such charges are not included in the price paid to NORFIN and are not collected by NORFIN. Where applicable, they must be paid by the Customer directly to the relevant customs authority, carrier, customs broker or other competent service provider.

The Customer is responsible for checking the import requirements and possible charges applicable in the delivery country before placing the Order.

NORFIN does not determine or control the amount of charges imposed by foreign customs authorities, carriers or customs brokers. This provision does not limit NORFIN’s responsibility for providing accurate information about charges collected directly by NORFIN or any mandatory rights available to the Customer under applicable law.
Discounts and promotions

Discounts, promotional codes and campaign prices are subject to their stated conditions and validity periods.

Where a price reduction is announced, NORFIN will display the legally required prior or reference price.

Promotional conditions do not restrict withdrawal rights, legal guarantees or remedies for defective or non-conforming Goods.
Obvious pricing errors

If a price or product description contains an obvious error which a reasonable Customer should have recognised as a mistake, NORFIN may contact the Customer before accepting the Order and offer the option to confirm the Order at the correct price or cancel it.

If payment has already been taken and the Order is cancelled, NORFIN will issue a full refund without undue delay.

This clause does not allow NORFIN to change an agreed price merely because the price later becomes commercially inconvenient.

Ordering Process and Formation of the Contract

Ordering steps

The ordering process normally requires the Customer to:
- select the Goods and quantity;
- add the Goods to the shopping basket;
- provide contact, billing and delivery information;
- select an available delivery method;
- select an available payment method;
- review the Goods, price, taxes, delivery charges and total amount;
- correct any input errors;
- accept these Terms;
- submit the Order using a button clearly indicating that the Order creates an obligation to pay.
Final Order button

The final button must be labelled “Place order and pay” or with another equally clear formulation.

A button labelled only “Continue”, “Confirm”, “Complete” or another ambiguous expression must not be used as the final payment-obligation button.
Order as an offer

Submitting an Order constitutes the Customer’s offer to purchase the selected Goods under these Terms.

An automated email confirming receipt of the Order is an acknowledgment that NORFIN has received the Order. It does not necessarily constitute acceptance unless expressly identified as an Order Acceptance.
Contract formation

The Contract is concluded when NORFIN sends the Customer a Dispatch Confirmation confirming that the Goods have been dispatched.

An automated Order receipt, payment confirmation or acknowledgment that the Order has been received does not constitute acceptance of the Order and does not by itself create a Contract.

Until the Dispatch Confirmation has been sent, NORFIN may decline the Order for an objective and legitimate reason, including:
- the Goods are unavailable;
- payment has not been successfully authorised;
- the delivery address cannot be serviced;
- the Order is subject to legal, regulatory or product-safety restrictions;
- the transaction is reasonably suspected to be fraudulent;
- the Website contains an obvious pricing or product-information error.
If NORFIN declines an Order after payment has been collected, all amounts paid for the declined Order will be refunded without undue delay.
Contract confirmation on a Durable Medium

After the Contract is concluded, and no later than delivery of the Goods, NORFIN will provide the Customer, by email or another Durable Medium, with confirmation of the Contract containing:
- the Order number;
- the identity and contact details of the Seller;
- the Goods ordered;
- the quantity and price of the Goods;
- applicable taxes and delivery charges;
- the selected payment and delivery method;
- the estimated delivery period;
- a copy of the version of these Terms accepted by the Customer, provided in PDF or another format that can be stored and reproduced unchanged;
- the statutory withdrawal instructions and model withdrawal form, where applicable; and
- information about any applicable commercial warranty.
A link to a webpage whose content may subsequently be changed does not by itself replace the requirement to provide the Contract confirmation on a Durable Medium.
Storage and availability of the Contract

NORFIN stores records of Orders and Contracts in accordance with applicable legal, accounting, tax and consumer-protection requirements.

After the Contract is concluded, the Customer will receive the Dispatch Confirmation and the version of these Terms applicable to the Order by email or another Durable Medium. The Customer should retain these documents for future reference.

Where this functionality is available, the Customer account may display information about Orders placed while the Customer was logged in. Access to Order information through the Customer account does not replace NORFIN’s obligation to provide confirmation of the Contract on a Durable Medium.

The Customer may request a copy of the Order information and the version of the Terms applicable to the Order by contacting info@norfin.eu

Payment Methods

Available payment methods

Customers may pay using PayPal or the payment methods made available through Stripe at checkout.

The payment methods actually available for a particular Order will be displayed during the checkout process. Only the payment methods displayed at checkout may be used.

Payments are processed by PayPal or Stripe in accordance with their applicable payment-processing and security procedures. Any terms imposed by the payment service provider apply only to the processing of the payment and do not replace or limit NORFIN’s obligations under the Contract or the Customer’s mandatory rights.
Payment authorisation and collection

Payment is authorised and collected when the Customer completes the payment process at checkout.

The collection of payment does not by itself constitute acceptance of the Order. The Contract is concluded only when NORFIN sends the Customer a Dispatch Confirmation in accordance with Section 6.4.

If NORFIN does not accept the Order, or if the Order cannot be fulfilled after payment has been collected, NORFIN will refund all amounts paid for the affected Order without undue delay.
Payment security

Payments may be processed by authorised third-party payment service providers. NORFIN does not require the Customer to send full payment-card details by ordinary email.

The payment provider’s separate technical and security terms may apply, but they do not replace NORFIN’s obligations under the Contract.
Failed or disputed payments

The Customer must ensure that the payment information is correct and that sufficient funds or credit are available.

Nothing in these Terms restricts any mandatory chargeback, card-payment dispute or payment-service rights available to the Customer.

Delivery

Delivery methods

Available delivery methods, carriers, costs and estimated delivery periods are displayed during checkout.

Delivery estimates begin from the event stated at checkout, such as Contract acceptance, payment confirmation or dispatch.
Delivery period for EU/EEA Consumers

NORFIN will deliver the Goods within the agreed period.

If no specific period has been agreed, the Goods will be delivered without undue delay and no later than 30 days after conclusion of the Contract, unless applicable law provides otherwise.
Delivery period for US Consumers

For Orders delivered to the United States, NORFIN will have a reasonable basis for any advertised shipment period.

If no shipment period is stated, NORFIN will ship within the period required by applicable United States law. Where shipment cannot be made within the promised or legally applicable period, NORFIN will provide the required delay notice, revised shipment information and cancellation or refund options.
Delays

If NORFIN becomes aware of a material delay, it will inform the Customer without undue delay and provide an updated estimate.

Where mandatory law requires the Customer to grant an additional reasonable delivery period, the Customer may do so.

The Customer may cancel immediately where:
- NORFIN has refused to deliver;
- delivery by the agreed date was essential and NORFIN was informed of that fact before the Contract;
- another situation gives the Customer an immediate right to terminate under applicable law.
Following lawful termination for non-delivery, NORFIN will refund all amounts paid under the Contract within the legally required period.
Delivery address

The Customer must provide a complete and accurate delivery address and contact details.

The Customer should notify NORFIN immediately after discovering an error. NORFIN will make reasonable efforts to correct the information before dispatch but cannot guarantee that an address can be changed after the shipment has entered the carrier’s system.
Split deliveries

NORFIN may split an Order into more than one shipment where reasonably necessary, provided this does not result in additional undisclosed charges for the Customer.
Failed delivery

If delivery fails because the Customer supplied an incorrect address, unreasonably refused delivery or failed to collect the shipment after receiving appropriate notification, NORFIN may charge only reasonable and documented additional costs, to the extent permitted by applicable law.

This does not apply where the Customer lawfully refused delivery because the Goods were damaged, incorrect or non-conforming, or where mandatory law provides otherwise.

Transfer of Risk and Ownership

Transfer of risk

For Consumers, the risk of loss or damage transfers when the Customer or a third party designated by the Customer, other than the carrier, obtains physical possession of the Goods.

NORFIN remains responsible for Goods lost or damaged while being transported by a delivery service offered or arranged by NORFIN.

Where the Customer independently appoints a carrier not offered by NORFIN, the risk may transfer when the Goods are handed to that carrier, to the extent permitted by applicable law.
Ownership

Ownership of the Goods transfers to the Customer after NORFIN has received full payment, subject to any mandatory rule under applicable law.

A retention-of-title provision does not alter the statutory transfer of delivery risk to a Consumer.

Changes, Order Cancellation and Withdrawal Before Delivery

Cancellation or amendment before Contract formation

Before the Contract is concluded in accordance with Section 6.4, the Customer may request cancellation or amendment of the Order by contacting NORFIN immediately at info@norfin.eu.

NORFIN will make reasonable efforts to process the request but cannot guarantee that an Order can be changed or cancelled after preparation or dispatch has begun.

A cancellation request submitted before the Dispatch Confirmation is sent concerns cancellation of the Customer’s Order and not the exercise of the statutory right of withdrawal from an already concluded Contract.
Withdrawal after Contract formation but before delivery

After the Contract has been concluded, an EU/EEA Consumer may exercise the statutory right of withdrawal before or after physical delivery of the Goods.

If the Consumer submits a valid withdrawal notice after the Dispatch Confirmation has been sent but NORFIN is unable to stop the shipment, the Consumer may return the Goods in accordance with Section 11.

NORFIN’s inability to stop a shipment does not remove or restrict the Consumer’s statutory right of withdrawal.
Rejection of an Order and termination by NORFIN

Before the Contract is concluded, NORFIN may decline an Order for an objective and legitimate reason, including:
- the Goods are unavailable;
- payment has not been successfully authorised;
- the delivery address cannot be serviced;
- the Order is subject to legal, regulatory or product-safety restrictions;
- the transaction is reasonably suspected to be fraudulent; or
- the Website contains an obvious pricing or product-information error.
If payment has already been collected for an Order that NORFIN does not accept, NORFIN will refund all amounts paid for that Order without undue delay.

After the Contract has been concluded, NORFIN may terminate the Contract only where termination is permitted by applicable law or by an express provision of these Terms that does not restrict the Customer’s mandatory rights.

Right of Withdrawal for EU/EEA Consumers

Scope

An EU/EEA Consumer has the right to withdraw from the Contract without giving a reason within 14 days, except where a statutory exception applies.
NORFIN contractually extends the same minimum withdrawal framework to EEA Consumers, without limiting any stronger rights under the Consumer’s local law.
Withdrawal period

For the purchase of Goods, the 14-day period begins on the day after:
- the Consumer or a third party designated by the Consumer, other than the carrier, receives the Goods;
- the Consumer receives the last item, where several Goods from one Order are delivered separately;
- the Consumer receives the last lot or part, where Goods are delivered in several lots or parts.
The Consumer may also submit a withdrawal notice before physical delivery.
Exercising the right of withdrawal

To exercise the right of withdrawal, the Consumer must inform NORFIN of the decision to withdraw from the Contract before the withdrawal period expires.

The Consumer may submit the withdrawal notice:
- by email to info@norfin.eu;
- by post to the Seller’s address;
- by using the model withdrawal form provided in Annex 1; or
- by sending another unequivocal statement clearly identifying the Consumer, the relevant Order and the decision to withdraw from the Contract.
Use of the model withdrawal form is optional.

The Consumer is not required to give a reason for the withdrawal. NORFIN may request the reason on a voluntary basis for service-improvement purposes, but answering this question is not a condition for exercising the statutory right of withdrawal.

Prior approval, a return authorisation number or NORFIN’s prior consent is not required for a statutory withdrawal to be valid.
Returning the Goods

The Consumer must send or hand back the Goods without undue delay and no later than 14 days after informing NORFIN of the withdrawal.

The deadline is met if the Consumer dispatches the Goods before the 14-day return period expires.

Return address: SIA “SALMO” Skandu iela 7, Rīga, LV-1067, Latvia
Return costs

Where the Consumer exercises the statutory right of withdrawal for reasons unrelated to the Goods being damaged, defective, incorrect or otherwise non-conforming, the Consumer bears the direct cost of returning the Goods to NORFIN.

The Consumer does not bear the return costs where the Goods were delivered damaged, are defective, incorrect or otherwise do not conform to the Contract. In such cases, NORFIN will provide appropriate return instructions and will arrange or reimburse the reasonable and necessary cost of returning the Goods.

The Consumer should contact NORFIN before returning damaged, defective, incorrect or non-conforming Goods so that NORFIN can provide the appropriate return method. Prior approval is not a condition for exercising the Consumer’s mandatory rights.
Examination of Goods and diminished value

The Consumer may handle and examine the Goods to the extent reasonably necessary to establish their nature, characteristics, size, fit and functioning, in the same manner as would normally be permitted in a physical store.

The Consumer is liable only for diminished value resulting from handling beyond what is necessary for that purpose.

The statutory right of withdrawal is not automatically lost merely because:
- the external delivery packaging has been opened;
- the Goods have been reasonably tried on;
- the original packaging is damaged or unavailable;
- a detachable label has been removed where removal was reasonably necessary to examine the Goods.
However, missing packaging, accessories, manuals, labels or components may be relevant when determining actual diminished value.
Refund following withdrawal

NORFIN will refund all payments received under the withdrawn Contract, including the cost of the least expensive standard delivery method offered by NORFIN.

If the Consumer selected a delivery method that was more expensive than the least expensive standard delivery method offered by NORFIN, NORFIN is not required to refund the additional delivery cost.

The refund will be made without undue delay and no later than 14 days after NORFIN is informed of the Consumer’s decision to withdraw from the Contract.

NORFIN may withhold the refund until:
- NORFIN has received the returned Goods; or
- the Consumer has supplied evidence that the Goods have been sent back, whichever occurs first.
NORFIN may not withhold the refund on this basis where NORFIN has offered to collect the Goods from the Consumer.

The refund will be made using the same payment method used for the original transaction, unless the Consumer expressly agrees to another method. The Consumer will not be charged any fee for the refund.
Failure to provide withdrawal information

If NORFIN fails to provide the legally required information about the right of withdrawal, the withdrawal period may be extended by up to 12 months after the original 14-day period.

If the missing information is provided during that extended period, the withdrawal period will expire 14 days after the Consumer receives the information.
Exceptions

The right of withdrawal does not apply only where a statutory exception is applicable and has been clearly disclosed before the Order.

Relevant exceptions may include:
- Goods made to the Consumer’s specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- sealed Goods which are not suitable for return for genuine health-protection or hygiene reasons, if the seal has been broken after delivery;
- Goods which, after delivery, are by their nature inseparably mixed with other items;
- sealed audio, video or computer software products after unsealing;
- digital content not supplied on a tangible medium, where supply began with the Consumer’s prior express consent and acknowledgment that the right of withdrawal would be lost;
- fully performed services where performance began with the Consumer’s prior express request and acknowledgment, where required by law.
Ordinary clothing, footwear or thermal underwear is not automatically excluded merely because it is worn close to the body. A hygiene exception may be used only where the legal criteria are genuinely satisfied and the product is supplied with an appropriate seal.

Discounted or clearance Goods are not excluded from statutory withdrawal rights merely because they were sold at a reduced price.
Defective Goods

The right of withdrawal is separate from the Consumer’s rights concerning defective or non-conforming Goods.

A Consumer is not required to rely on the withdrawal procedure where the Goods are defective, incorrect or non-conforming.

Voluntary 30-Day Return Policy

Additional contractual return period

In addition to any mandatory rights, NORFIN offers Consumers a voluntary right to notify NORFIN of a return within 30 calendar days after physical receipt of the Goods.

For EU/EEA Consumers, a withdrawal notified within the statutory withdrawal period is governed exclusively by Section 11, even if the Goods are returned after that period has expired.

Where several Goods ordered together are delivered separately, the voluntary 30-day period begins when the Consumer or a third party designated by the Consumer, other than the carrier, receives the last of those Goods.
Conditions of the voluntary return policy

For an EU/EEA Consumer, the conditions set out in this Section apply where the Consumer first notifies NORFIN of the return after the statutory withdrawal period has expired.

For a Consumer who is not entitled to the EU/EEA statutory right of withdrawal, these conditions apply throughout NORFIN’s voluntary 30-day return period, subject to any stronger mandatory rights available under the law applicable to that Consumer.

To qualify for a return under the voluntary return policy, the Goods must be:
- unused and unworn, except for reasonable fitting;
- clean and free from odours, stains, damage or alteration;
- complete with all accessories, manuals and components;
- returned with the original labels attached, where reasonably possible;
- returned in the original product packaging, where reasonably possible; and
- accompanied by proof of purchase or sufficient information enabling NORFIN to identify the Order.
These conditions do not apply to claims concerning damaged, defective, incorrect or otherwise non-conforming Goods.
Notice and dispatch

The Customer must notify NORFIN of the return before the 30-day period expires and dispatch the Goods within 14 days after giving notice, unless NORFIN provides a different reasonable instruction.
Costs and refund under the voluntary extension

For an EU/EEA Consumer, this Section applies where the Consumer notifies NORFIN of the intention to return the Goods after the statutory withdrawal period has expired but no later than 30 calendar days after receipt of the Goods.

If the Consumer notified NORFIN of the withdrawal within the statutory withdrawal period, Section 11 applies even if the Goods are dispatched or received by NORFIN after the statutory withdrawal period has expired.

For a Consumer who is not entitled to the EU/EEA statutory right of withdrawal, this Section applies throughout NORFIN’s voluntary 30-day return period, subject to any mandatory rights available under the law applicable to that Consumer.

For a return made solely under this voluntary return policy:
- the Consumer bears the direct cost of returning the Goods to NORFIN;
- the original delivery charges paid for sending the Goods to the Consumer are not refunded;
- NORFIN refunds the purchase price actually paid for eligible returned Goods; and
- no fixed restocking, handling or administrative fee is charged.
NORFIN may refuse a return under the voluntary return policy or make a proportionate deduction from the refund where the returned Goods do not meet the conditions set out in Section 12.2. Any deduction must reflect an actual and objectively justified reduction in the value of the Goods and is not a fixed restocking fee.

The refund will be processed without undue delay after NORFIN has received and reasonably inspected the returned Goods. Unless otherwise agreed with the Consumer, the refund will be made using the same payment method used for the original transaction.

This Section does not apply to Goods that were delivered damaged, are defective, incorrect or otherwise do not conform to the Contract. Such Goods are governed by the provisions concerning damaged and non-conforming Goods and by the Consumer’s mandatory legal rights.

Nothing in this Section limits any stronger mandatory rights available to the Consumer under applicable law.
Excluded Goods

The voluntary policy may exclude personalised, perishable, genuinely hygiene-sensitive or other Goods identified before purchase as non-returnable, provided the exclusion is lawful and clearly disclosed.
Exchanges

Unless NORFIN expressly agrees otherwise, an exchange is processed as:
- a return and refund of the original Goods; and
- a separate new Order for the replacement Goods.

Returns Procedure

Starting a return

To facilitate the processing of a voluntary return, statutory withdrawal, damaged-delivery report or non-conformity claim, the Customer may contact NORFIN at info@norfin.eu and provide:
- the Customer’s name;
- the Order number;
- identification of the Goods concerned;
- the Customer’s preferred electronic contact method; and
- an indication of whether the request concerns statutory withdrawal, a voluntary return, damage, non-conformity or another issue.
For a statutory withdrawal, it is sufficient that the Consumer submits an unequivocal statement in accordance with Section 11.3 before the withdrawal period expires.

The Consumer is not required to state a reason for a statutory withdrawal, obtain prior approval or provide all of the information listed above as a condition for exercising the statutory right of withdrawal.
Return instructions

NORFIN will provide the return address and, where applicable, a return label or shipping instructions.

A Customer should package the Goods with reasonable care to prevent avoidable transport damage.
Proof of dispatch

The Customer should retain the shipping receipt and tracking information until the return and refund are completed.

Failure to use a trackable method does not automatically remove statutory rights, but the Customer may need to prove that the Goods were dispatched.
Non-EU returns

For returns sent from outside the EU, the Customer must correctly identify the shipment as returned merchandise and follow reasonable customs instructions supplied by NORFIN.

NORFIN will not charge a Consumer for customs costs resulting from NORFIN’s own incorrect return instructions.
Unauthorised refusal

NORFIN may not reject a valid statutory withdrawal solely because:
- no prior approval was obtained;
- the model form was not used;
- the Consumer did not state a reason;
- the return was sent using a different carrier.

Refunds

Statutory refunds

Refunds following EU/EEA withdrawal will be processed in accordance with Section 11.

Refunds resulting from defective Goods, non-delivery or another statutory remedy will be processed within the time required by applicable law.
Voluntary refunds

Refunds under NORFIN’s voluntary 30-day return policy are processed in accordance with Section 12.4.

No fixed restocking, handling or administrative fee is charged. Where returned Goods do not meet the conditions of the voluntary return policy, NORFIN may refuse the voluntary return or make a proportionate deduction reflecting an actual and objectively justified reduction in value.

This Section does not affect statutory withdrawal rights or remedies for damaged, defective, incorrect or non-conforming Goods.
Payment method

Refunds are normally made using the original payment method.

Where that is technically impossible, NORFIN will contact the Customer to arrange a lawful alternative. NORFIN will never request full payment-card details by ordinary email.
Bank processing times

After NORFIN issues a refund, the Customer’s bank or payment provider may require additional processing time. NORFIN remains responsible for initiating the refund within the applicable legal period.

Missing, Incorrect, Damaged or Transport-Damaged Goods

Reporting a problem

The Customer should inspect the shipment within a reasonable time and inform NORFIN promptly if:
- Goods are missing;
- the wrong Goods were delivered;
- the parcel or Goods were damaged;
- the quantity is incorrect;
- the shipment appears to have been lost.
Prompt notification helps NORFIN investigate the matter but does not remove mandatory rights merely because the Customer did not report the issue immediately.
Evidence

NORFIN may reasonably request photographs of:
- the Goods;
- the parcel;
- the delivery label;
- visible damage;
- the product code or serial number.
Evidence may assist the investigation but may not be demanded where obtaining it would be impossible or unreasonable.
Remedies

Where NORFIN or its delivery provider is responsible, NORFIN will provide an appropriate remedy, which may include:
- delivery of missing Goods;
- replacement;
- repair;
- price reduction;
- cancellation and refund.
The Customer is not required to pursue NORFIN’s carrier directly as a condition for receiving a remedy where the delivery was arranged by NORFIN.

Non-Conforming or Defective Goods

Conformity

Goods must:
- match their description, type, quantity and quality;
- possess the functionality, compatibility and other agreed features;
- be fit for any particular purpose expressly accepted by NORFIN;
- be fit for purposes for which Goods of the same type are normally used;
- possess the quality, durability, safety and other features reasonably expected;
- be supplied with agreed accessories, instructions and updates;
- correspond to any sample or model made available before the Order.
EU/EEA remedies

Where Goods supplied to an EU/EEA Consumer are non-conforming, the Consumer is entitled to the remedies provided by applicable law.

As a general rule, the Consumer may first choose between:
- repair; or
- replacement, unless the selected remedy is impossible or would impose disproportionate costs compared with the alternative remedy.
Repair or replacement must be:
- free of charge;
- completed within a reasonable period;
- carried out without significant inconvenience to the Consumer;
- inclusive of necessary transport, labour, material, removal and installation costs where applicable.
Price reduction or termination

The Consumer may be entitled to a proportionate price reduction or termination of the Contract where, among other situations:
- repair or replacement is impossible or disproportionate;
- NORFIN has refused to repair or replace;
- repair or replacement has not been completed within a reasonable period;
- the Goods remain non-conforming after an attempted remedy;
- the defect is sufficiently serious to justify an immediate price reduction or termination;
- NORFIN has stated or it is clear that conformity will not be restored without significant inconvenience or within a reasonable time.
Termination may be unavailable where the non-conformity is minor and applicable law so provides. NORFIN bears the burden of establishing that the defect is minor where required by law.
Costs

NORFIN bears the necessary return, transport, labour and material costs relating to a valid non-conformity claim.

A Consumer must not be required to pay return shipping for defective Goods and then remain indefinitely out of pocket.
Ordinary wear and misuse

NORFIN is not responsible for damage caused solely by:
- normal wear and tear;
- improper use;
- failure to follow safety or maintenance instructions;
- unauthorised modification;
- an accident occurring after risk passed to the Customer.
This does not apply where the alleged misuse or wear resulted from inadequate instructions, a product defect or another matter for which NORFIN is legally responsible.

Legal Guarantee, Commercial Guarantees and Repair

EU/EEA legal guarantee

EU/EEA Consumers have at least the legal rights concerning non-conforming Goods required by applicable EU/EEA and national law.

For Latvian Consumers, a claim concerning non-conformity may be made within two years from delivery, subject to the applicable statutory rules.

Where another country grants a longer period or stronger remedies, those mandatory local rights remain applicable.

The legal guarantee is provided by the Seller and exists independently of any manufacturer’s commercial warranty.
Commercial warranties

A manufacturer or NORFIN may provide an additional commercial warranty.

Where applicable, the product page or warranty document will identify:
- the warrantor;
- duration;
- territorial scope;
- covered defects;
- claim procedure;
- exclusions;
- available remedies.
A commercial warranty does not replace or reduce the legal guarantee.

Unless a separate warranty is expressly offered, marketing language must not be interpreted as creating a commercial warranty beyond the promises actually made about the Goods. This does not restrict statutory conformity rights or implied warranties.
Free durability guarantees

Where a manufacturer offers a free commercial durability guarantee covering the entire product for more than two years and provides that information to NORFIN, the relevant harmonised notice and warranty period will be displayed where required.
Repair and extension of liability period

Where the Consumer chooses repair under the legal guarantee and applicable law extends the Seller’s liability period, the extension will apply.

For Latvian Consumers, NORFIN will apply the one-time 12-month extension of the Seller’s liability period to the entire product where required by the right-to-repair rules applicable at the time of repair.
Manufacturer repair obligations

For product categories covered by a statutory manufacturer repair obligation, NORFIN will provide or direct the Consumer to the legally required repair information.

A repair outside the legal guarantee may be chargeable where permitted by law and where the price or calculation method is disclosed in advance.
US warranties

For US Consumers, express written warranties, implied warranties and remedies are governed by applicable federal and state law.

Nothing in these Terms:
- disclaims an implied warranty where the law does not permit disclaimer;
- limits a written warranty contrary to the Magnuson-Moss Warranty Act;
- excludes liability for personal injury caused by a defective product where such exclusion is prohibited;
- removes rights available under the law of the applicable state.

Complaints

Submitting a complaint

Complaints may be submitted to:

Email: info@norfin.eu

Postal address: Skandu iela 7, Rīga, LV-1067, Latvia

The complaint should, where possible, include:
- the Customer’s name and contact information;
- Order number;
- description of the problem;
- requested solution;
- relevant documents, photographs or other supporting information.
An electronically submitted complaint does not require a handwritten signature.
Response period

NORFIN will provide a written response within 15 Business Days after receiving a sufficiently identifiable complaint.

If an objective reason makes a full response impossible within that period, NORFIN will inform the Consumer in writing, explain the reason and specify a reasonable period for the final response.

A refusal or alternative proposal will be reasoned.

Customer Obligations

The Customer must:

provide accurate Order, delivery and contact information;
pay the agreed price;
use the Goods lawfully and according to instructions;
take reasonable steps to prevent avoidable damage;
cooperate reasonably in investigating a delivery or product problem;
not submit fraudulent claims or misuse return procedures;
comply with lawful customs and import formalities applicable to the recipient.

A failure to comply does not automatically remove mandatory consumer rights. Any consequence must be proportionate to the actual effect of the Customer’s conduct.

Product Safety and Recalls

Safety incidents

A Customer who becomes aware of a serious safety issue should stop using the Goods where reasonably necessary and contact NORFIN without undue delay.
Recall notices

Where Goods are subject to a safety warning, withdrawal or recall, NORFIN may contact affected Customers using available Order records.

The Customer should follow the recall instructions.
Recall remedies

Where required by applicable law, a Consumer affected by a product recall may be entitled to an effective, free and timely remedy, including repair, replacement or refund.

NORFIN will not charge a Consumer for necessary return transport relating to a safety recall.

Seller’s Liability

Non-excludable liability

Nothing in these Terms excludes or limits liability for:
- death or personal injury to the extent caused by negligence or a defective product and where exclusion is prohibited;
- fraud or fraudulent misrepresentation;
- wilful misconduct or gross negligence where liability cannot lawfully be limited;
- mandatory product-liability obligations;
- breach of mandatory data-protection obligations;
- breach of mandatory consumer rights;
- any liability which cannot legally be excluded or limited.
Consumer losses

NORFIN is responsible for loss or damage that is a foreseeable result of NORFIN’s breach of the Contract or failure to exercise legally required care.

Loss is foreseeable where it was an obvious consequence or was contemplated by the parties when the Contract was concluded.
Excluded losses where permitted

To the extent permitted by mandatory law, NORFIN is not responsible for:
- loss caused solely by the Customer’s incorrect information or unlawful conduct;
- loss caused solely by misuse contrary to clear instructions;
- unforeseeable indirect loss;
- business interruption, loss of profit or other commercial loss where Goods were purchased exclusively for private use.
Third-party services

Use of a carrier, payment provider or other contractor does not remove NORFIN’s responsibility for obligations that the law or Contract places on NORFIN.

NORFIN is not responsible for an independent third-party service selected directly by the Customer and not offered or arranged by NORFIN, except where mandatory law provides otherwise.

Force Majeure

NORFIN is not responsible for delay or failure caused by an event beyond its reasonable control, including natural disaster, war, civil disturbance, government restriction, widespread transport disruption, epidemic, major infrastructure failure or another comparable event.

NORFIN will:

inform affected Customers where reasonably possible;
take reasonable steps to mitigate the effect;
resume performance when reasonably possible.

Force majeure does not entitle NORFIN to retain payment indefinitely for Goods that cannot be supplied.

Where performance becomes impossible or is excessively delayed, either party may terminate the affected Contract in accordance with applicable law, and NORFIN will refund amounts paid for undelivered Goods.

Intellectual Property

All trademarks, logos, photographs, graphics, product descriptions, Website design and other protected content on NORFIN.eu belong to SIA “SALMO”, the relevant manufacturer or another rights holder.

Purchase of Goods does not transfer intellectual-property rights in the Website content or brand.

Customers may use the Website for personal shopping purposes but may not reproduce, distribute or commercially exploit protected content without permission, except where allowed by law.

Personal Data and Privacy

NORFIN processes personal data in accordance with applicable data-protection law and its Privacy Policy:

https://norfin.eu/privacy-policy/

Information about cookies and similar technologies is available at:

https://norfin.eu/privacy-policy/

Acceptance of these Terms does not constitute consent to:

direct marketing;
optional analytics;
advertising cookies;
unrelated personal-data processing.

Where consent is legally required, it will be requested separately and may be withdrawn without affecting the lawfulness of earlier processing.

Personal data necessary to process an Order may be processed for performance of the Contract, compliance with legal obligations, fraud prevention and other lawful purposes described in the Privacy Policy.

Governing Law

The Contract is governed by the laws of the Republic of Latvia.

For a Consumer, this choice does not deprive the Consumer of mandatory protections provided by the law of the country in which the Consumer habitually resides where those protections apply under conflict-of-law rules.

No provision of these Terms requires a Consumer to waive a mandatory right to bring proceedings before a court competent under applicable law.

Regional Consumer Rights and Mandatory Local Law

EU/EEA Consumers

EU/EEA Consumers benefit from:
- the statutory withdrawal rights described in Section 11;
- mandatory pre-contract information rights;
- remedies for non-conforming Goods;
- legal guarantee rights;
- rules on delivery and transfer of risk;
- mandatory pricing and payment protections;
- mandatory dispute-resolution and court-access rights.
Where the Consumer’s country provides a longer guarantee period, a longer limitation period or stronger remedies, those mandatory local provisions remain applicable.
Non-EU European Consumers

For Consumers in European countries outside the EU/EEA:
- Latvian law governs the Contract as stated in Section 25;
- the voluntary 30-day return policy applies, subject to its conditions;
- EU-specific statutory rights do not apply automatically merely because NORFIN is established in the EU;
- mandatory consumer protections of the Consumer’s country remain applicable where they cannot lawfully be excluded.
Where the Consumer’s local law provides a statutory cancellation right, legal guarantee, delivery remedy or jurisdictional protection, these Terms do not remove that right.
United States Consumers

For US Consumers:
- EU-specific statutory withdrawal rights do not apply automatically;
- NORFIN’s voluntary 30-day return policy applies;
- applicable federal and state consumer-protection, warranty, product-safety, delivery, advertising, tax and refund laws remain applicable;
- nothing in these Terms excludes rights which cannot be waived under the law of the relevant state;
- written warranties, where offered, will be made available before purchase as required by applicable law.
The voluntary return policy does not limit remedies for defective, misdescribed, unsafe, damaged, undelivered or otherwise non-conforming Goods.

Dispute Resolution

Direct resolution

The Customer should first submit a complaint to NORFIN so that the parties can attempt to resolve the dispute through negotiation.
Latvian and EU/EEA Consumers

Where the dispute cannot be resolved directly, an eligible Consumer may contact:
- the Consumer Rights Protection Centre of Latvia — Patērētāju tiesību aizsardzības centrs (PTAC);
- the Consumer Dispute Resolution Commission — Patērētāju strīdu risināšanas komisija, where competent;
- the relevant national alternative dispute-resolution body;
- the relevant European Consumer Centre within the ECC-Net network for a qualifying cross-border dispute.
Following rejection of a Consumer’s complaint, NORFIN will provide the required information about the relevant alternative dispute-resolution body on a Durable Medium.

The former EU Online Dispute Resolution platform is no longer used.
Non-EU Consumers

A Non-EU Consumer may use dispute-resolution procedures available under the mandatory law of the Consumer’s country or bring a claim before a court competent under applicable law.
US Consumers

A US Consumer may contact the relevant state Attorney General, state or local consumer-protection authority, use an available small-claims procedure or bring a claim before another competent court.

These Terms do not impose mandatory pre-dispute arbitration or a class-action waiver.
Court proceedings

Nothing in this section prevents either party from bringing a claim before a court having jurisdiction under applicable law.

Amendments to the Terms

NORFIN may amend these Terms for future Orders, including to reflect:

changes in law;
changes in payment or delivery systems;
changes in NORFIN’s business processes;
improvements in consumer information.

The updated Terms will apply only from their stated effective date.

Continued browsing of the Website does not retroactively amend an existing Contract or constitute acceptance of new sale terms for an already placed Order.

Severability, Assignment and Waiver

If a provision of these Terms is invalid or unenforceable, it will be interpreted or limited only to the minimum extent necessary. The remaining provisions remain effective.

NORFIN may not transfer the Contract in a manner that reduces the Consumer’s rights without the Consumer’s consent where such consent is required.

A delay in enforcing a contractual right does not constitute a permanent waiver of that right.

Contract Language

The Contract is available in English.

For Consumers in Latvia, the Contract and the mandatory consumer information are also made available in Latvian.

NORFIN may provide additional language versions for Consumers in other countries. Where mandatory law requires contractual or consumer information to be provided in a particular language, NORFIN will provide the required language version.

No language-precedence provision will be interpreted as depriving a Consumer of mandatory rights arising under applicable law or from a mandatory local-language version of the Contract.

Contact Information

Questions concerning Orders, delivery, returns, withdrawal, warranties or complaints may be sent to:

SIA “SALMO”

Registration number: 40003036461

VAT registration number: LV40003036461

Address: Skandu iela 7, Rīga, LV-1067, Latvia

Email: info@norfin.eu

Return address: Skandu iela 7, Rīga, LV-1067, Latvia