Sales & Delivery Terms

1. INTRODUCTION

1.1 Purpose and scope

These Sales & Delivery Terms (“Terms”) govern all purchases of goods and services made through Physiock.com. The Terms are binding for both the buyer (“Customer”) and the seller (“Physiock.com”) from the moment an order is confirmed.

The purpose is to set clear rights and obligations for both parties in accordance with applicable Norwegian law, including the Consumer Purchases Act, the Right of Withdrawal Act, and the Personal Data Act (GDPR).

By completing an order on Physiock.com, the Customer confirms that they have read, understood, and accepted these Terms in full. The Terms apply to both one-off purchases and subscription services.

1.2 Parties to the agreement

Seller: Physiock.com, responsible for operating the online store, processing orders, handling payments, customer service, and complaint handling.
Customer: Any natural or legal person placing an order with Physiock.com. The Customer is responsible for providing complete and accurate contact and delivery information at checkout.

1.3 Fulfilment model

Products ordered via Physiock.com are shipped directly from the manufacturer to the Customer. Physiock.com does not store goods in its own warehouse but remains responsible to the Customer for ensuring that delivery meets the agreement under Norwegian consumer law. This means Physiock.com handles defects, delays, and transport damage, and the Customer retains the same rights as for purchases from a Norwegian warehouse. Any delays or discrepancies are managed by Physiock.com as your single point of contact, regardless of direct shipment from the manufacturer.

1.4 Changes to the Terms

Physiock.com may amend these Terms at any time to reflect changes in legislation, business practices, fulfilment models, or other relevant conditions. Changes take effect when published on the website. Material changes affecting active orders or ongoing subscriptions will be notified by email at least 14 days before they take effect. The version of the Terms in force at the time of ordering governs that purchase.

1.5 Last updated

These Terms were last updated 15 February 2025. The latest version is always available on Physiock.com.

1.6 Contact information

All inquiries regarding orders, delivery, returns, complaints, or other questions: info@physiock.com.
Customer service normally responds within 48 hours on business days.

2. CUSTOMER SERVICE CONTACT DETAILS

2.1 Email

info@physiock.com

2.2 Phone

Customer service is currently handled by email only. A telephone number may be introduced later.

2.3 Opening hours

Monday–Friday: 10:00–16:00
Saturday–Sunday: Closed

2.4 Response time

We normally respond within 48 hours on business days. During peak periods it may take longer, but we aim to reply as quickly as possible.

2.5 Help centre

A searchable help page (FAQ) with answers to common questions about ordering, delivery, returns, and complaints will launch soon: physiock.com/help

3. PURCHASE TERMS

3.1 How to order

1. Add to cart: Choose a product and click “Add to cart.”

2. Checkout: Open your cart and proceed to checkout to review items, prices, and shipping costs.

3. Enter details: Provide accurate name, delivery address, email (for confirmation and updates), and phone number (for delivery queries).

4. Pay & confirm: Choose your payment method (e.g., Vipps or card via Stripe), review the order, and click “Confirm & pay.”

3.2 When the order becomes binding

An order becomes binding when the Customer receives a written order confirmation by email from Physiock.com. The confirmation includes an order summary, estimated delivery time, and customer service contact details. If you do not receive confirmation within 24 hours, check your spam folder, then contact customer service.

3.3 Important provisions

By completing an order, the Customer accepts the payment obligation for the selected items. Physiock.com reserves the right to cancel an order if:

• there is an obvious pricing error,

• the product is out of stock, or

• there is justified suspicion of fraud.
  If cancelled, the Customer will be notified in writing and any paid amounts refunded without undue delay.

4. PRICES & PAYMENT

4.1 Prices

All prices are shown in Norwegian kroner (NOK) and include VAT at 25% where applicable. The total cost (product price, shipping, and any charges) is displayed at checkout before payment. The Customer is responsible for any customs, import duties, or clearance fees unless expressly stated otherwise during checkout.

4.2 Payment methods

• Vipps

• Stripe (Visa, Mastercard, and other major cards)

• Credit/debit cards (incl. American Express)

• Invoice: Not currently available (may be added later)

4.3 Secure payment processing

All transactions are protected with SSL encryption. Stripe is PCI DSS certified. Vipps follows Norwegian mobile payment security requirements. Physiock.com never stores your card or payment details on its own servers.

4.4 Payment flow

After confirming payment, you will receive an order confirmation by email. If the payment is declined, the order is cancelled automatically. You may place a new order if you wish to try again.

4.5 Key points

• Currency: Payments are processed in NOK. Your bank may charge a currency fee on international cards.

• Customs/import: If shipped from abroad, customs and import fees may apply and are payable by the Customer unless otherwise stated.

• Declined payments: Physiock.com has no delivery obligation where payment is declined.

5. ORDER CONFIRMATION

5.1 Confirmation after purchase

Once the Customer completes the purchase on Physiock.com, an order confirmation is sent immediately to the email address provided. This confirms that Physiock.com has received the order and is processing it.

5.2 What the confirmation includes

• Order number (unique reference for customer service)

• Product summary (items, quantities, specifications)

• Price breakdown (per item and total incl. shipping/charges)

• Estimated delivery time (based on manufacturer information and chosen shipping method)

5.3 Customer’s duty to review

The Customer must verify that all details are correct, including name, delivery address, phone, email, and ordered items/prices. If anything is incorrect, contact info@physiock.com immediately.

5.4 If you did not receive it

If no confirmation arrives within 24 hours:

1. Check your spam folder; 2) verify your email address; 3) contact customer service for a new copy.

5.5 Important

The order confirmation is not a final invoice but a receipt that your order has been registered and is being processed. Physiock.com may cancel where there are pricing/stock errors or issues beyond our control; any paid amount will be refunded without undue delay.

6. DELIVERY TERMS

6.1 Delivery method

Products are shipped directly from the manufacturer’s warehouse to the delivery address provided at checkout. Physiock.com coordinates dispatch and is your contact point for questions, discrepancies, and complaints.

6.2 Delivery times

• Standard delivery: typically 3–6 weeks

• Express (if available): typically 7–20 days (e.g., DHL/FedEx)

These are estimates and may be affected by factors beyond our control (customs clearance, weather, carrier capacity, holidays).

6.3 Shipping costs

Shipping is calculated at checkout and shown before payment. Some manufacturers may offer free shipping; where applicable this will be displayed during ordering.

6.4 Customs & duties

Where items are shipped from outside Norway, customs and import duties may apply upon entry into Norway. Unless expressly stated otherwise, these costs are borne by the Customer. Physiock.com is not responsible for delays caused by customs processing or any additional fees charged by carriers or customs authorities.

6.5 Order status & tracking

When the order ships, the Customer receives an email with order status and, where available, a tracking link/number. Note that some carriers may take up to 5 business days to activate tracking after dispatch.

6.6 Delivery address, receipt, and risk

• The Customer is responsible for providing a complete and accurate delivery address.

• If delivery fails due to an incorrect address, missed pickup, or unavailable recipient, re-delivery/re-routing may incur additional shipping costs payable by the Customer.

• Deliveries may be made to a collection point or letterbox where this is chosen or used by the carrier.

• Uncollected parcels: If a parcel is returned as uncollected, this does not constitute use of the right of withdrawal. Physiock.com may charge a fee to cover actual shipping and handling costs. (Full terms for uncollected parcels are detailed in the returns/right-of-withdrawal section.)

• Transfer of risk: The risk passes to the Customer upon physical receipt (i.e., when collected from a pickup point or accepted at the delivery address).

6.7 Key delivery provisions

• All goods ship from the manufacturer; delivery times may be longer than for items stocked in Norway.

• Always use the tracking link for the latest status.

• If your parcel has not arrived by the estimated date, please allow an additional 7 days before contacting customer service (many delays resolve during this period).

• Physiock.com will assist with discrepancies, damage, or lost shipments in accordance with applicable consumer rules.

7. DELIVERY TIME

7.1 Standard delivery time

The standard delivery time for orders placed via Physiock.com is normally 15–35 business days, depending on:

• The manufacturer shipping the product

• The selected shipping method (standard mail, express, etc.)

The delivery time is calculated from the moment the order has been confirmed as dispatched by the manufacturer, not from the order date.

7.2 Possible delays

Delivery may be affected by circumstances outside Physiock.com’s control, including:

• Customs clearance: Norwegian customs checks can extend processing times.

• Holidays and peak periods: Christmas, Easter, and other international holidays may cause delays.

• Logistics disruptions: Extraordinary events (weather, strikes, pandemics, global transport disruptions).

In case of a material delay, Physiock.com will notify the Customer by email as soon as we receive information from the manufacturer or the carrier.

7.3 Maximum delivery time & right to refund

If delivery exceeds 60 days from the order date, the Customer has the right to:

• Demand a full refund of the purchase price, including any shipping costs.

To begin the refund process, contact info@physiock.com.
Refunds are issued within 14 days after the delay is confirmed and the request is received.

7.4 Key delivery points

• Estimated delivery: 15–35 business days under normal conditions.

• Delays may result from customs, holidays, or logistics issues.

• Maximum delivery time: 60 days from order date, then right to full refund.

• Contact: info@physiock.com.

8. SHIPPING COSTS

8.1 Free shipping

Physiock.com offers free standard shipping on all orders over NOK 500.
When your cart exceeds this amount, the shipping cost is removed automatically at checkout.
Free shipping applies to standard delivery from the manufacturer.

8.2 Orders under NOK 500

For orders under NOK 500, shipping is calculated based on:

• The manufacturer’s shipping rates

• Delivery address (domestic or international)

• Chosen method (standard or express)

The shipping cost is always shown clearly at checkout before you confirm the purchase.

8.3 Optional tracking & express

• Tracking: Some manufacturers include tracking for free; others may charge a supplement. Any cost is shown at checkout.

• Express delivery: Faster delivery (normally 7–20 days) offered by some manufacturers via carriers like DHL or FedEx. The additional cost is clearly shown at checkout.

8.4 Key points

• Free standard shipping on orders over NOK 500.

• Orders under NOK 500 incur shipping based on the manufacturer’s rates.

• Tracking/express are optional and priced transparently before payment.

• No hidden fees — all costs appear before you confirm the order.

9. CUSTOMS & VAT (MVA)

9.1 VAT included

All prices on Physiock.com include Norwegian VAT (MVA) at 25%. The price shown is the price you pay, with no hidden VAT.

9.2 Shipments from abroad

Some products may ship directly from manufacturers outside Norway.
In such cases, Norwegian VAT is paid at purchase, and the Customer will normally not be charged additional VAT upon delivery, provided the order falls within current exemption limits.

9.3 Customs duty exemption under NOK 3,000

Orders with a total value (incl. shipping) under NOK 3,000 are exempt from customs duty.

9.4 Orders over NOK 3,000

If the order exceeds NOK 3,000, the Customer may be charged:

• Customs duties per current rates from Norwegian Customs (Tolletaten)

• Brokerage/clearance fees from the carrier

Any such costs are the Customer’s responsibility and are paid directly to the carrier or Norwegian Customs.

9.5 Key points

• All prices include 25% VAT.

• Orders under NOK 3,000 are duty-free.

• Orders over NOK 3,000 may incur duty and clearance fees.

• To avoid duty, the Customer may consider splitting orders.

10. ORDER TRACKING

10.1 Tracking link on dispatch

When your order has shipped from the manufacturer, the Customer receives an email from Physiock.com with a tracking link to follow the shipment to the delivery address.

10.2 Where to track

• The tracking link sent by Physiock.com

• The carrier’s website (e.g., Posten Norge, DHL, FedEx)

• Any international tracking platforms specified by the manufacturer

10.3 Missing tracking updates

Tracking can take up to 5 business days to become active after dispatch.
If there is no tracking data after 7 days:

• Check your email for updates

• Contact info@physiock.com for assistance

We will obtain an updated status from the manufacturer and keep you informed.

10.4 Key points

• A tracking link is always provided upon dispatch.

• Multiple tracking platforms may apply.

• If updates are missing, contact Physiock.com for help.

11. RETURNS, EXCHANGES & REFUNDS

11.1 Right of withdrawal (14 days)

The Customer has a 14-day right of withdrawal from the date of receipt, pursuant to the Norwegian Right of Withdrawal Act.
The right of withdrawal applies to most products, with exceptions listed in 11.2.

11.2 Exclusions

The right of withdrawal does not apply to:

• Sealed hygiene products once opened (e.g., massage balls, yoga mats)

• Digital products (e-books, online courses, downloadable files)

• Custom-made items produced to the Customer’s specifications

11.3 How to use the right of withdrawal

Notify us within 14 days of receipt:
Email info@physiock.com with your order number, name, address, and which items you wish to return.
Items must be unused, in original condition, and with intact packaging.

11.4 Return shipping costs

Return shipping is paid by the Customer unless otherwise agreed. We recommend tracked shipping to document the return.

11.5 Refunds

Once Physiock.com has received and approved the return, we refund:

• The purchase price

• Any original shipping costs (if the entire order is returned)

Refunds are made to the same payment method used at purchase. Return shipping is not refunded. Processing time: up to 14 days after receipt.

11.6 Key points

• 14-day withdrawal from date of receipt.

• No withdrawal for opened hygiene items, digital products, or custom goods.

• Customer pays return shipping (unless our error).

• Refund within 14 days after approved return is received.

12. HOW TO RETURN AN ITEM

12.1 Contact customer service for return code & address

Before sending a return, email info@physiock.com to:

• Obtain a unique return code (include it inside the parcel)

• Receive the correct return address (usually the manufacturer’s warehouse)

12.2 Return to the manufacturer

Returns must be sent directly to the manufacturer’s return address, not to Physiock.com.
Physiock.com has no physical warehouse and cannot receive returns at its own address.

12.3 Customer’s responsibility for return shipping

The Customer pays return shipping unless:

• The return is due to an error by Physiock.com (wrong item, damage on delivery), or

• The manufacturer shipped a wrong/defective item

Always use tracked shipping, and keep your receipt and tracking number until the return is confirmed as received.

12.4 When Physiock.com covers return shipping

Return shipping is covered if:

• The wrong product was delivered, or

• The product was damaged/defective on arrival

Contact Physiock.com as soon as possible to arrange the return and compensation.

12.5 Key points

• Obtain return code and address from customer service before sending anything back.

• Returns go directly to the manufacturer.

• Customer pays return shipping unless the error is ours/the manufacturer’s.

• Use tracked shipping for proof of return.

13. REFUND PROCESSING TIMES

13.1 Processing time

Refunds are processed within 14 days after the returned item has been received and inspected by the manufacturer and approved by Physiock.com.

13.2 Returned to original payment method

• Vipps → refunded to the Customer’s Vipps account

• Card (Stripe) → refunded to the same card

Depending on the payment provider, it may take 3–5 business days for funds to appear after we issue the refund.

13.3 Refund confirmation

When the refund is completed, Physiock.com emails a confirmation including:

• The refunded amount

• A refund reference

• Contact information for any questions

13.4 Key points

• Processing time: up to 14 days after approved return is received.

• Refund to the original payment method.

• Email confirmation sent when completed.

• Contact us if the refund does not appear within the expected timeframe.

14. STATUTORY DEFECT LIABILITY & DEFECTS

14.1 Liability under the Norwegian Consumer Purchases Act

The Customer may submit a defect claim (“reklamasjon”) pursuant to the Norwegian Consumer Purchases Act:

• 2 years for most goods

• 5 years for goods expected to last substantially longer

14.2 What is covered

Defect claims apply to, for example:

• Manufacturing or material defects (e.g., cracks, defective components)

• Errors in delivery (missing items or wrong item delivered)

14.3 Customer’s duty to notify

Defects must be reported to Physiock.com as soon as discovered, and no later than 2 months after discovery.
Send an email to info@physiock.com including:

• Order number

• Description of the defect

• Photo/video documentation if possible

14.4 Handling of defect claims

Upon receipt, Physiock.com will:

• Contact the manufacturer/supplier to investigate

• Provide feedback to the Customer within 7 business days

Possible remedies:

• Repair

• Replacement with a new product

• Price reduction if the Customer keeps an item with a minor defect

• Full refund if the issue cannot be resolved otherwise

14.5 Key points

• Claim period: 2 or 5 years depending on the product type

• Notify us within 2 months of discovering the defect

• Documentation may be required

• Remedies may include repair, replacement, price reduction, or refund (as assessed)

15. HOW TO SUBMIT A DEFECT/WARRANTY CLAIM

15.1 How to file

Send a written claim to info@physiock.com including:

• Order number

• Description of the defect

• Photos/video (recommended to speed processing)

15.2 Processing

• Physiock.com confirms receipt within 48 hours

• We investigate with the manufacturer/supplier

• A proposed solution is provided within 7 business days

15.3 Possible outcomes (if approved)

• Replacement item: shipped at no extra cost

• Price reduction: you keep the item with a reduced price

• Contract rescission (refund): return the item and receive a full refund, including original shipping

15.4 Key points

• Claims must be in writing and documented

• Physiock.com responds within 7 business days

• Approved claims may result in a new item, price reduction, or refund

• Refunds are paid within 14 days after approval

16. DAMAGE IN TRANSIT

16.1 Report visible damage at delivery

If the parcel appears damaged upon delivery, the Customer should immediately:

• Notify the carrier’s representative at receipt and ensure the damage is recorded in the carrier’s system

• Photograph the damage before opening the parcel

• If appropriate, refuse delivery and inform the carrier

16.2 Notify Physiock.com

After notifying the carrier, email support@physiock.com without undue delay with:

• Order number

• Photos of the packaging and the product (before and after opening)

• A brief description of the damage and delivery situation

16.3 Case handling

Physiock.com will:

• Contact the supplier/manufacturer to report the damage

• Assist in reaching a solution, which may include:

  • Dispatch of a replacement at no cost

  • Full refund if replacement is not possible

16.4 Key points

• Report damage immediately to the carrier

• Photo documentation is required

• Physiock.com will assist and handle the process with the carrier/supplier. This assistance does not limit your statutory consumer rights.

17. CANCELLATIONS & UNCOLLECTED PARCELS

17.1 Cancellation before dispatch

• The Customer may cancel at no cost if the item has not been shipped.

• Email support@physiock.com with the order number and contact details.

• Refunds are issued within 7 business days.

17.2 Cancellation after dispatch

• Once shipped, the order cannot be canceled.

• The Customer must then use the right of withdrawal or return procedure after receipt.

17.3 Uncollected parcels

• Parcels not collected within the carrier’s deadline are returned to the supplier.

• A NOK 150 fee applies for return and administration.

17.4 Refunds for uncollected parcels

• Refund is issued after the return is confirmed received by the supplier.

• The NOK 150 fee is deducted from the refund.

• Original shipping costs are not refunded.

18. LIMITATION OF LIABILITY

18.1 Delays and errors

Physiock.com is not liable for delays or errors caused by:

• The supplier or carrier

• External circumstances beyond our control

18.2 Force majeure

No liability arises for events such as:

• Natural disasters

• Pandemics/epidemics

• Strikes, lockouts, or similar labor conflicts

• Technical failures or internet outages beyond our control

18.3 Payments & compliance

• Payments are handled via secure solutions (e.g., Vipps, Stripe)

• All processes comply with applicable Norwegian law (including the Consumer Purchases Act, Right of Withdrawal Act, and GDPR)

19. CUSTOMER RESPONSIBILITIES

19.1 Correct delivery address

The Customer must provide a complete and accurate delivery address.

19.2 Extra fees for errors

Additional shipping costs and an administration fee (NOK 100) may apply if incorrect information is provided.

19.3 Acceptance of terms

Placing an order on Physiock.com constitutes acceptance of these Terms.

20. CHANGES TO THE TERMS

20.1 Right to amend

Physiock.com may amend the Terms without prior notice due to legal changes, supplier changes, or internal adjustments.

20.2 Effective date

Changes take effect upon publication on Physiock.com.

20.3 Notice

Material changes affecting active orders are notified at least 14 days in advance.

21. GOVERNING LAW & DISPUTE RESOLUTION

21.1 Governing law

Norwegian law applies to all purchases (including the Consumer Purchases Act, Right of Withdrawal Act, and GDPR).

21.2 Dispute resolution

• Disputes should first be addressed through dialogue.

• If unresolved, matters may be brought before the Norwegian Consumer Authority or the Consumer Disputes Commission.

• Oslo District Court (Oslo tingrett) is the agreed legal venue for court proceedings.

22. MEDIATION & COURT PROCEEDINGS

22.1 Mediation

The Norwegian Consumer Authority can assist with amicable resolution.

22.2 Binding decisions

The Consumer Disputes Commission may issue binding decisions unless the case is brought before the courts.

22.3 Court proceedings

Oslo District Court is the agreed venue.