Refund policy

Returns and refunds

Last updated: 25 August 2026

Ochaya is operated by Smart Properties AS, organisation number 930 798 517 MVA, Herslebs gate 17C, 0561 Oslo, Norway. You can contact us at hei@ochaya.no or +47 400 66 928.

14-day right of withdrawal

If you are a consumer, you may withdraw from an online purchase within 14 days without giving a reason. The period normally starts when you, or a person you have appointed other than the carrier, receives the goods. If one order is delivered in several shipments, the period starts when the final item is received.

To exercise this right, email hei@ochaya.no before the deadline. Include your order number and a clear statement that you wish to withdraw from the purchase. You may also use the statutory cancellation form supplied with your order.

After notifying us, send the goods back without undue delay and no later than 14 days after your notice. Please contact us before sending a return so that we can provide practical return instructions.

Return method, address and costs

Returns are accepted by post. Send an approved return to:

Smart Properties AS / Ochaya
Herslebs gate 17C
0561 Oslo
Norway

For an ordinary withdrawal, you pay the direct return shipping cost. We do not charge a restocking fee. Please package the goods securely and keep your shipping receipt or other proof of return. Do not send returns cash on delivery.

Condition of returned goods

You may inspect the goods as you reasonably could in a physical shop. You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and function of the goods.

The statutory right of withdrawal may not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken. This can include opened tea or food packaging when the legal conditions for the exception are met. We assess each return under applicable mandatory law. This exception does not limit your rights if a product is defective.

Gift sets must be returned with all included components when the entire set is withdrawn.

Refunds

When the right of withdrawal applies, we refund the payments received from you, including the cost of our least expensive standard delivery option for the full order. Additional delivery costs resulting from your choice of a more expensive delivery method are not refunded. Standard outbound delivery is not refunded when only part of an order is returned.

We issue the refund without undue delay and no later than 14 days after receiving your notice. We may withhold the refund until we have received the goods or you have provided proof that they were sent, whichever occurs first. The refund is made to the original payment method without a refund fee. Your bank or payment provider may need additional time to display the amount.

Damaged, defective or incorrect goods

Inspect your order after delivery. If an item is damaged, defective or incorrect, contact hei@ochaya.no as soon as reasonably possible with your order number and, where helpful, photos. If the complaint is valid, we cover the necessary return cost and arrange a repair, replacement, price reduction or refund as required by applicable law.

Your statutory complaint rights are separate from the 14-day right of withdrawal and are not limited by this policy.

Exchanges and cancellations

We do not offer direct exchanges for ordinary returns. Return the eligible item and place a new order. If an order has not yet shipped, contact us as soon as possible. We will try to cancel it, but cannot guarantee cancellation after fulfilment has begun.

International returns

Contact us before returning goods from outside Norway so that we can provide customs instructions. We refund amounts paid directly to Ochaya in accordance with this policy and mandatory law. Taxes or duties paid directly to a carrier or public authority may need to be reclaimed from that party.

Your mandatory rights

This policy does not limit mandatory consumer rights that apply in your country. If this policy conflicts with mandatory law, the mandatory law takes precedence.