Right of withdrawal and returns

The most important thing first

The right of withdrawal applies when you buy from a business. It does NOT apply when you buy from a private individual.

On Betna Market both private individuals and businesses sell. If you buy from a private individual you still have rights under the Norwegian Sale of Goods Act if the item is damaged or does not match the description — but you cannot return it simply because you changed your mind.

If you buy from a business

• You have 14 days to change your mind. The deadline runs from the day you receive the item.
• You do not need to give a reason.
• You may examine the item as you would in a shop. If you use it more than that, the seller may deduct for the reduction in value.
• The seller must refund within 14 days after receiving the item back, or after you have documented that it was sent.

When the right of withdrawal does not apply

Some items cannot be returned even when you buy from a business. The seller must state this in the listing, and the app requires a reason:

• Fresh food and other items that spoil quickly.
• Items made specifically for you — for example a dress sewn to your measurements.
• Sealed items that cannot be returned for hygiene reasons once the seal is broken.
• Services completed with your consent before the deadline expired.

How to do it in the app

You do not need to write a separate letter or print any form. Go to My orders, find the order, and choose Request return. You then fill in the reason and can attach images.

The seller is notified and responds in the app. If the return is approved you receive the address to send the item to, and you can enter a tracking number so both of you can follow along.

The whole sequence is stored on the order. If a disagreement arises, the administrator can see what actually happened.

Who pays return shipping

This is stated in the listing, and the seller chooses it when posting. If the item is wrong or damaged, the seller must pay — regardless of what the listing says.

About refunds

The refund travels back the same way the money came — to the card you paid with.

If you have not yet confirmed receipt, the money is still with us and the refund is straightforward. If you have confirmed, the seller's share has moved on, and we then reclaim it from her. If she has already withdrawn the money it may take longer — but your claim stands.

If you cannot agree

Report it in the app, or email post@betnamarket.com. If you are a consumer and bought from a business, you may also complain to the Norwegian Consumer Authority. For cross-border purchases within the EU/EEA there is a dedicated European complaints portal.