Last updated: 23 July 2026
This Shipping & Returns Policy applies to all orders placed through vinisdog.com.
1. Shipping Area
VINIS currently ships orders within:
- Norway
- European Union countries
- Selected other European countries
Available destinations, delivery methods, and shipping prices are shown during checkout.
Some destinations may temporarily be unavailable due to carrier restrictions, customs requirements, or other delivery limitations.
2. Shipping Costs
Shipping costs are calculated and displayed during checkout before payment is completed.
VINIS currently offers:
Free shipping within Norway on orders over 1000 NOK.
Orders below this amount will be charged the shipping fee shown during checkout.
Orders sent to European countries are charged according to the destination, parcel size, and selected delivery method.
Free shipping outside Norway applies only when clearly stated during checkout or as part of a specific promotion.
3. Customs, Import VAT and Local Charges
Orders sent from Norway to European Union countries or other international destinations may be subject to:
- Import VAT
- Customs duties
- Customs-clearance fees
- Carrier handling fees
- Other local taxes or charges
Unless these costs are clearly included and collected during checkout, they are the responsibility of the customer.
VINIS has no control over charges imposed by the destination country, customs authority, postal service, or delivery company.
Customers are responsible for checking the import rules and possible charges in their country before placing an order.
Norwegian exports must be declared to customs, although the shipping carrier will normally handle the declaration process.
4. Order Processing
Orders are normally prepared and dispatched as soon as reasonably possible after payment has been confirmed.
Orders placed during weekends or Norwegian public holidays may be processed on the next working day.
Customers will receive an order confirmation by email after completing their purchase.
A shipping confirmation will be sent when the order has been dispatched, where available.
5. Estimated Delivery Times
Estimated delivery times after dispatch are normally:
Norway: 2–7 working days
European countries: 5–14 working days
Delivery times are estimates and are not guaranteed.
International orders may take longer due to:
- Customs processing
- Local postal delays
- Weekends and public holidays
- Weather conditions
- Carrier disruptions
- Incorrect or incomplete delivery details
- Circumstances outside VINIS’s reasonable control
6. Delivery Address
The customer is responsible for entering a complete and correct delivery address during checkout.
Please check the following information carefully:
- Full name
- Street address
- Postal code
- City
- Country
- Telephone number
- Email address
VINIS is not responsible for delays, failed deliveries, or returned parcels caused by incorrect or incomplete information provided by the customer.
Reasonable return and reshipping costs caused by an incorrect address may be charged to the customer where permitted by law.
7. Tracking
Tracking information will be provided by email or SMS when it is available for the selected delivery method.
Some low-cost delivery methods may not include full tracking.
Tracking updates are controlled by the delivery provider and may occasionally take time to appear.
8. Delayed or Missing Parcels
If an order has not arrived within the estimated delivery period, please check:
- The tracking information
- The delivery address entered during checkout
- Notifications from the carrier
- Local collection points or post offices
- Customs or import-payment requests
If the parcel still cannot be located, contact:
Please include your name and order number.
VINIS will assist with investigating the shipment with the delivery provider.
9. Damaged, Defective or Incorrect Orders
If an order arrives damaged, defective, incomplete, or different from what was ordered, contact VINIS as soon as reasonably possible.
Email:
Please include:
- Your name
- Order number
- Description of the problem
- Clear photographs or video of the product
- Photographs of the parcel and packaging where relevant
Do not return the product before receiving return instructions from VINIS.
10. Right of Withdrawal
Customers purchasing online normally have a 14-day right of withdrawal.
The withdrawal period normally begins when the customer, or a person chosen by the customer, receives physical possession of the product.
To use the right of withdrawal, the customer must send VINIS a clear notification before the withdrawal period expires.
Contact:
The message should include:
- Customer name
- Order number
- Product being returned
- A clear statement that the customer wishes to withdraw from the purchase
The customer may also use the statutory withdrawal form supplied with the order confirmation.
11. Return Deadline
After notifying VINIS of the withdrawal, the customer must return or send the product without unnecessary delay and no later than 14 days after giving notice.
Customers should keep proof of postage until the return has been completed and refunded.
12. Return Conditions
Returned products should be:
- Clean
- Complete
- Safely packaged
- Returned with all included accessories
- Returned in the original packaging where reasonably possible
The customer may inspect the product in the same way they reasonably could in a physical shop.
The customer may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the product’s nature, characteristics, size, and function.
Please do not allow the dog to wear the collar outdoors before deciding whether to keep it.
This does not limit the customer’s legal rights if the product is defective, damaged, or incorrectly supplied.
13. Return Shipping Costs
When using the right of withdrawal, the customer normally pays the direct cost of returning the product unless VINIS has agreed otherwise.
VINIS will pay or reimburse reasonable return costs when:
- The wrong product was supplied
- The product arrived damaged
- The product has a manufacturing defect
- VINIS has otherwise agreed to cover the return
The return address will be provided after the return request has been reviewed.
Do not send products back without first contacting VINIS.
14. International Returns
Customers returning products from outside Norway are responsible for completing any required customs documentation correctly.
The parcel should be clearly marked as:
RETURNED GOODS
The customer should not declare the return as a new commercial sale.
VINIS is not responsible for additional customs charges caused by incorrect return documentation.
International customers are responsible for return shipping costs unless the product was defective, damaged, or incorrectly supplied.
15. Refunds
Approved refunds will normally be issued using the original payment method.
VINIS may wait to issue the refund until:
- The returned product has been received, or
- The customer provides evidence that the product has been sent
Refund processing times may vary depending on the payment provider or bank.
Where required by applicable law, the refund will include the cost of the least expensive standard delivery method offered for the original order.
Additional delivery costs caused by choosing a more expensive shipping method may not be refunded.
16. Customs Charges and Refunds
Customs duties, import VAT, carrier handling charges, and other local fees paid directly by the customer are not collected by VINIS unless clearly stated during checkout.
VINIS cannot normally refund these third-party charges.
Customers may need to contact the relevant customs authority or delivery provider directly to request any available refund.
17. Exchanges
VINIS does not currently guarantee direct exchanges.
To request another size or colour, contact:
Depending on availability, VINIS may:
- Arrange an exchange
- Ask the customer to return the original product
- Ask the customer to place a new order
The customer may be responsible for return and new delivery costs unless the original product was defective, damaged, or incorrectly supplied.
18. Complaint Rights
The legal right to complain about a defective product is separate from the 14-day right of withdrawal.
Customers should contact VINIS as soon as reasonably possible if the product:
- Has a manufacturing defect
- Breaks unexpectedly during normal use
- Does not match the product description
- Was damaged before delivery
- Was incorrectly supplied
Contact:
Please provide the order number and clear photographs or video.
Mandatory consumer rights continue to apply regardless of anything stated in this policy.
19. Uncollected or Refused Parcels
If a parcel is not collected, refused, or returned to VINIS, reasonable costs connected with:
- Return shipping
- Customs clearance
- Carrier handling
- Reshipping
may be deducted from the refund or charged to the customer where permitted by law.
Not collecting or refusing a parcel does not automatically count as valid notice of withdrawal.
Customers wishing to cancel or return an order must contact VINIS directly.
20. Order Cancellation Before Dispatch
Customers should contact VINIS immediately if they wish to cancel an order.
VINIS will try to cancel the order before dispatch, but cancellation cannot be guaranteed once the order has been packed or handed to the carrier.
The statutory right of withdrawal may still apply after delivery.
21. Contact Information
For questions concerning shipping, delivery, customs, returns, exchanges, or refunds, contact:
VINIS
Email: support@vinisdog.com
Website: https://vinisdog.com
Business address: FRIDAHANSENS VEI 22 STAVANGER NORGE
Organisation number: 938 157 243