Claims
Even though we strive to create products that last, accidents can happen during production. This means that sometimes products have a fault or defect – and that’s on us. We would love to help you resolve the issue, and this is how you should proceed if you want to file a complaint.
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 in the BLÆST web shop
Send us an email at hello@blst.no.
Describe the issue and how it appeared.
Please include photos that show the error, as well as the label showing the article number. The latter will help us identify a production batch and what might have caused the issue.
The process
If you receive a faulty item or a product with a defect that turns up after use, you should file a claim within a reasonable time after the defect was discovered (or should have been discovered) – but no later than two years after you got the item.
Once you’ve sent us the email with your complaint, we’ll have a look to ensure that it is, in fact, a production error. Should that be the case, we’ll send you a new product free of charge. If we don’t have the same style in stock, we’ll find another way to compensate you.
We do not refund or compensate damaged products if it looks like the fault is a result of things like incorrect washing or unreasonable usage (example: the product ripped because you’ve tried to jump a fence and got stuck on the wire). Still, we are more than happy to give advice on how you can repair your 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.