If you have purchased goods or services on credit, you have extra protection through the Norwegian Financial Contracts Act § 54b. Particularly valuable is the law’s regulation that the creditor (mainly the bank) has the same responsibility as the trader.
This gives extra protection in cases where
When buying with a debit card:
VISA and Mastercard practice the same rights when using debit cards. You can therefore complain to your bank regarding goods and services purchased with a regular debit card as well.
The process leading up to a refund is more complicated for debit cards and banks often have short deadlines. It is important that you contact your bank as soon as the trader has rejected your claim.
If there are errors and product defects on goods and services – and the trader is unable to sort them out, you can direct the claim to the creditor, which usually is the bank or financial institution that granted you the credit. Please note that there are four conditions that must be met:
The claim to the bank must be the same as the one to the trader and can only be a monetary claim. You can therefore not demand that the bank repair your washing machine, but you can be reimbursed for the repair expenses.
NOTE! Banks often have short deadlines. It is therefore important that you contact your bank as soon as you suspect that something is wrong.
The creditor is typically the bank or financial institution that granted you the credit. If you have a Nordea MasterCard, then Nordea is the credit provider.
You should complain in writing and enclose the necessary documentation, for example, copies of receipts and previous correspondence with the trader. This will contribute to speeding up the process and make it easier to document that you have complained to the creditor, should there be any question as to whether you have complained in due time.
If the bank rejects your claim, you have the right to submit a complaint to the Norwegian Financial Services Complaints Board (Finansklagenemnda).