Return and refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at mail@elife.no.
Returns must be sent to: Sinsenterrassen 2B, 0574 Oslo.
Items sent back to us without first requesting a return will not be accepted.
You are responsible for the return shipping cost. You may choose any logistics provider you prefer, but the package must be delivered directly to our specified address — we do not collect parcels from pickup points. We are not responsible for damages that occur either before shipment or during return shipping. If damage occurs during return transport, you bear full responsibility and must resolve it directly with your logistics provider.
After contacting us and if your return is accepted, you will receive a return shipping label and instructions on how and where to send your package.
Please fill out the return form included in your package (or sent by email), and place both the product and the completed form back in the original packaging. Do not place tape, labels, or stickers directly on the product box or original packaging.
Products purchased online cannot be returned in our physical store.
You can always contact us for any return question at mail@elife.no.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable items
Certain types of items cannot be returned, including:
- Workshop services
- Consumables (such as tires, gears)
- Custom products (such as special orders or personalized items)
- Bicycle care goods (such as cleaning kits)
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Returned products must be in original packaging and complete. Deductions may be made if packaging is missing, the item is used beyond normal inspection, or if parts/accessories/manuals are missing.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and inform you whether the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please note that it may take some time for your bank or credit card company to process and post the refund as well.
If more than 15 business days have passed since we approved your return, please contact us at mail@elife.no.
Complaints
Under the Consumer Purchase Act, you have the right to file a complaint within 2 to 5 years from the delivery date, depending on the product type. If a defect appears within the first six months, it is assumed to have existed from the beginning unless proven otherwise. After six months, you must prove the defect was original. If the complaint is approved, we will cover the necessary costs.
When submitting a complaint, please notify us as soon as possible (within 2 months is always considered reasonable). If product testing is required and no defect is found (or the problem is due to user misuse), a NOK 300 fee will apply for testing and any related shipping costs.
