Claims

Products purchased with a retailer

If you have bought your BLÆST with one of our retailers, you’ll have to file a complaint with the store in which you made the purchase. They will then guide you through the process and provide you with a solution. Sometimes you’ll get a refund or a new product. Other times the fault can be repaired, and if that’s the fee will be covered.

The faulty item will then be sent to us, so we can analyse the product and make sure we don’t have the same issues with new productions.

Products purchased at blstworld.com

1. Go to returns.ingrid.com/blst

2. Enter your order number and email.

3. Select the items and choose "Make a claim" as the reason.

4. Follow the instructions to provide us the details.

5. Submit your claim. Do not send the product back yet!

6. We'll review your claim and reply by email within a couple of working days with the next steps.

If it's a production fault, we'll send you a replacement free of charge. If the style is out of stock, we'll find another way to compensate you.

The process

File your claim within a reasonable time after you discover the fault — or should have discovered it — and no later than five years after purchase, under Norwegian consumer law for products designed to last.

Once you've registered your claim, we'll review the photos and reply by email within a couple of working days. If it's a production fault, we'll send you a replacement free of charge. If the style is out of stock, we'll find another way to compensate you.

We don't refund or compensate products where the fault comes from incorrect care, normal wear, or unreasonable use. For example; if the fabric ripped after getting caught on a fence. We're still happy to give advice on how to repair the item.

What is considered a valid complaint?

This is often a case-by-case scenario, but you can’t file a complaint if the damage isn’t a production error. If the product comes apart the seams for no reason or the zipper breaks even though it’s barely used, that’s a valid claim. The same applies to waterproof jackets that don’t keep the rain out.

Sometimes it’s also hard to tell why something breaks. In that case, we hope you send us an email to check if the damage to your product might be a claim. We want to know about all possible claims to avoid having the same fault in the next production run.

What happens if we disagree?

We want you to be happy with your product, and with us as a brand. Still, we cannot accept complaints if we don’t believe that the damage is our fault.

If you don’t agree with our decision, you can complain to the Norwegian Consumer Authority (Forbrukertilsynet) for mediation. You can find their contact information on the Consumer Authority’s website at www.forbrukertilsynet.no.

If you live in an EU country outside Norway, you can also use the European Commission's complaints portal to file a complaint. You can do that here: http://ec.europa.eu/odr.