Terms of service

TERMS & CONDITIONS – EILA EQUESTRIAN AS

These general terms and conditions (“Terms”) apply when you, as a consumer (“you” / “customer”), place an order via www.eilaequestrian.com and related pages (“the Website”). The agreement is entered into between you and EILA Equestrian AS, registered in Norway under org. No. 935893488 (“EILA”). Contact information is available on the Website.
By using the Website and/or placing an order, you agree to these Terms. If you do not accept them, you may not use the Website or place an order.

1. GENERAL
1.1. EILA reserves the right for stock shortages, typographical errors, price errors, incorrect product descriptions, technical specification errors, and inaccuracies in availability. Product images are illustrative and may differ from the actual product.
1.2. The Website and its content are owned by EILA or its licensors. All trademarks, company names, product names, images, designs, and content are protected by intellectual property laws and may not be used without written permission.

2. CONTRACT AND ORDER
2.1. An agreement is binding once you complete your order and receive an order confirmation by email from EILA.
2.2. Until the order is confirmed, you may cancel it. In case of cancellation, any payment will be refunded to your original payment method.
2.3. You are responsible for providing correct and complete personal and delivery information. We cannot guarantee changes after checkout—contact us immediately if you need to amend details.

3. PRICES, TAXES AND PAYMENT
3.1.
For customers within Norway, prices include 25% Norwegian VAT.
For customers outside Norway, VAT and any applicable duties or import taxes will be charged by the destination country upon delivery.
Shipping charges are added at checkout.
3.2. Payments can be made using the methods available on the Website (e.g., Shopify Payments, card, paypal, availability may vary by country). EILA may change available payment methods at any time.
3.3. For invoice or instalment payments, credit checks may be carried out by EILA’s payment partners and their terms apply.
3.4. Card pre-authorisation & capture. A temporary authorisation may be placed on your card at checkout. Payment is normally captured when the order ships.

4. PROMOTIONS AND OFFERS
4.1. From time to time, EILA may offer promotions or special deals. Such terms apply only for the duration of the promotion and for the specified products.
4.2. When a promotion ends, these Terms apply.

5. DELIVERY AND SHIPPING
5.1. Orders are normally processed and shipped within 1–3 business days from order confirmation. During peak periods, sales, or unforeseen circumstances, processing may take longer.
5.2. You will receive a shipping confirmation with tracking details when your order has been dispatched.
5.3. Shipping methods and costs vary by destination and are shown at checkout. We may use Bring/Posten, DHL, UPS, or local partners depending on destination and parcel size.
5.4. Orders above a specified threshold (stated on the Website) may qualify for free standard shipping.
5.5. You are responsible for providing a correct delivery address. Incorrect or incomplete addresses may result in additional costs charged to you. Address changes cannot be guaranteed after purchase.
5.6. If your package must be collected from a pick-up point, you must do so within the carrier’s deadline. Uncollected or incorrectly addressed parcels may be returned to us; we reserve the right to charge NOK 199 + return freight to cover actual handling costs.
5.7. Delivery times are estimates. Delays may occur.
5.8. Inspection on delivery. Please inspect the package and goods within a reasonable time after delivery. If you discover transport damage or discrepancies, contact us without undue delay at hello@eilaequestrian.com and retain packaging for claim handling.
5.9. Risk & title. Title passes to you upon full payment. The risk of loss or damage passes upon delivery to you or your designated pick-up point according to the selected shipping method.

6. RIGHT OF WITHDRAWAL & RETURNS
6.1. Statutory right of withdrawal (Angrerett). In addition to our store policy, Norwegian consumers have a 14-day right of withdrawal under the Norwegian Right of Withdrawal Act. The withdrawal period runs from the day you receive the goods and the required information.
6.2. Store return window. We offer a 30-day return policy from delivery.
6.3. Returned products must be unused, unwashed, and in original condition with all tags attached. You may try the item to the extent necessary to determine fit and characteristics; use beyond this may reduce your refund to reflect diminished value.
6.4. How to return. Follow the instructions included in your package or on the Website. You are responsible for the goods until they reach our warehouse—keep your proof of return shipment.
6.5. Refunds. Upon approved return, we refund the product price, the original shipping cost and shipping cost for return is not refunded.
6.6. Return shipping. Return shipping is at your expense unless otherwise specified.
6.7. Refunds are made within 14 days after we have received and approved your return, using the same payment method you used for purchase.

7. WARRANTY, DEFECTS & COMPLAINTS
7.1. Products may be covered by a manufacturer’s warranty.
7.2. You have a 2-year complaint right under Norwegian law (or 5 years for items intended to last substantially longer). Complaints must be submitted within a reasonable time after the defect is discovered.
7.3. Defects – your rights. If a product is defective and this is not caused by you, you may require repair or replacement at no cost within a reasonable time. If this is not performed, you may claim a price reduction or cancel the purchase (except where the defect is minor).
7.4. For approved complaints, EILA covers return shipping costs. Refunds, repairs, or replacements will be made in accordance with consumer protection laws.

8. SELLER REMEDIES (IF YOU BREACH THE CONTRACT)
If you fail to pay or otherwise breach the agreement and the breach is not caused by EILA, we may, in accordance with Norwegian law, retain or reclaim the goods, demand performance/payment, cancel the purchase in case of material breach, and claim statutory late-payment interest and collection costs.

9. LINKS
The Website may contain links to third-party websites. EILA is not responsible for the content or handling of personal data on such websites.

10. FORCE MAJEURE
EILA is not responsible for delays or non-performance caused by circumstances beyond our control, such as strikes, natural disasters, war, government regulations, technical problems, or disruptions from subcontractors.

11. CHANGES TO THE TERMS
EILA may change these Terms at any time. Updated Terms will be published on the Website. Changes apply from acceptance (e.g., with a new order) or 30 days after publication.

12. SEVERABILITY
If a provision of these Terms is deemed invalid or unenforceable, the remaining provisions remain valid.

13. APPLICABLE LAW & DISPUTES
13.1. These Terms are governed by Norwegian law.
13.2. Disputes should primarily be resolved directly with EILA’s customer service. Norwegian consumers may seek assistance from the Norwegian Consumer Council (Forbrukerrådet). If no amicable solution is reached, cases may be brought before the Consumer Disputes Commission (Forbrukerklageutvalget/FTU).
13.3. You may also file a complaint via the EU Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr
13.4. Ultimately, disputes shall be settled by Norwegian courts.