Return and Refund Policy

Last updated: 23 August 2026

We offer a 30-day return period from the date you receive your order. This voluntary return period is in addition to any mandatory consumer rights that apply to your purchase.

Starting a return

Before returning a product, contact support@aigi.no and provide:

• Your order number

• The product you want to return

• The reason for the return

• Photographs if the product is damaged, defective or incorrect

Please wait for return instructions before sending the product.

After notifying us that you wish to exercise a statutory right of withdrawal, the product must be returned without undue delay and no later than 14 days after the notification.

Condition of returned products

You may open the packaging and inspect the product to the extent reasonably necessary to establish its nature, characteristics and function.

Please return the product with its accessories, documentation and original packaging whenever reasonably possible. Opening or no longer having the original packaging does not by itself remove a statutory right of withdrawal.

We may deduct an amount corresponding to any reduction in value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law.

Exceptions – individually customized products

Our voluntary 30-day return policy does not apply to products made according to the customer’s individual specifications or products that are clearly personalized.

This includes products with a personal name, text or message engraved on the caseback, products incorporating a company logo or customer-specific company colours, and watches, dials, casebacks, packaging or other components developed specifically for an individual customer or organization.

Where permitted by applicable law, statutory withdrawal or cooling-off rights do not apply to products made according to the customer’s individual specifications or products that are clearly personalized.

A standard product is not treated as individually customized solely because it is produced after the order is placed, sold as a preorder, manufactured in a limited quantity or offered with choices between standard options.

This exclusion does not affect the customer’s rights if the product is defective, damaged, incorrectly produced or does not conform to the approved design or agreed specifications.

Return shipping

For customers in Norway, AIGI provides free return shipping when the return process and return label supplied by us are used.

Customers outside Norway are normally responsible for the direct cost of return shipping, unless the product is defective, damaged on arrival or different from what was ordered.

AIGI covers reasonable return costs for confirmed defective, damaged or incorrectly supplied products.

Unauthorised or collect-on-delivery returns might not be accepted.

Return address

Approved returns are sent to:

Direct House Arendal AS
c/o AIGI AS
Bjørumsvegen 15
4820 Froland
Norway

Please do not return products before receiving instructions from customer service.

Refunds

We will notify you after the return has been received and inspected.

Approved refunds are issued to the original payment method. For statutory withdrawals, the refund will be made without undue delay and no later than 14 days after we receive notice of the withdrawal.

We may withhold the refund until we have received the returned products or the customer has provided evidence that they have been sent.

Where required by law, the refund includes the cost of the least expensive standard delivery option offered for the original order. Additional costs resulting from an upgraded or express delivery option are not refundable.

For returns made under our voluntary return policy after the statutory withdrawal period has ended, original delivery charges are not refundable unless otherwise required by law.

Your bank or payment provider may need additional processing time before the refund appears in your account.

Damaged, defective or incorrect products

Inspect your order after delivery. Contact support@aigi.no promptly if a product is damaged, defective or incorrect.

Please include your order number and photographs of the product and packaging. We will assess the matter and provide an appropriate remedy in accordance with applicable consumer law.

AIGI’s commercial warranty does not restrict any statutory rights relating to defective products. For Norwegian consumer purchases, the statutory complaint period is normally two years, or five years for products or components intended to last substantially longer than two years.

Order cancellation

Contact support@aigi.no as soon as possible if you want to cancel or change an order.

We cannot guarantee cancellation after an order has entered processing or has been dispatched. If cancellation is no longer possible, the return rules above apply.

Contact

Email: support@aigi.no