NORWEH USA LLC 

Purchasing Terms and Conditions 

Scope of Application 

These terms and conditions govern all orders placed with NORWEH USA LLC through our online store, including orders made via phone, chat, email, or direct checkout on the website. 

Contract Partner and Formation 

The purchase contract is established between two parties: the Customer and NORWEH USA LLC. Product listings on the website, as well as draft orders placed via phone, chat, or email, do not constitute a legally binding offer, but are merely invitations to place an order. 

For online purchases, an order is created when the Customer clicks the Buy/Order/Pay Now/Complete Payment button for the selected products. For orders placed via phone, email, or chat, an order is formed once the customer provides final confirmation of the order. If there are any discrepancies between the order confirmation and what the Customer intended to order, it is the Customer’s responsibility to promptly notify NORWEH USA LLC to amend the contract. Failure to do so within 24 hours will be at the Customer’s risk, and NORWEH USA LLC cannot be held liable for any misunderstandings, incorrect items, or additional costs resulting from discrepancies that were not promptly addressed by the Customer. 

NORWEH USA LLC reserves the right to cancel an order if it is based on incorrect information, such as pricing errors or technical inaccuracies displayed on our website. The contract between buyer and seller only becomes valid and finalized once the goods are dispatched by the seller. In the event of cancellation, the customer will be notified, and any payments will be refunded in accordance with our policies. 

1. General 

1.1 Every effort will be made to ensure that all products displayed on our website are either available to order or pre-order. However, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. 

1.2 All measurements are approximate. 

1.3 Most products require full or part assembly. It is the Customer’s responsibility to ascertain this information prior to purchase should it be deemed a condition of purchase on the Customer’s part. 

1.4 The reproduction of colors is as accurate as the photographic and production process will allow. 

1.5 All risk in the products we supply to the Customer, in particular the risk of any loss or damage, shall pass to the Customer on delivery of the products to the address specified on the order. Ownership of the products shall not pass to the Customer until we have received payment in full in respect of such products. 

1.6 We shall not be liable and thus offer no compensation for any indirect losses the Customer may suffer, including any loss of profit, wasted time including time off work, income or anticipated savings as a result of our failure to comply with these terms or our negligence. However, our liability in respect of any death or personal injury caused by our negligence shall not in any way be restricted. 

1.7 These terms, constitute the entire terms on which we will provide products to the Customer, and cancel and supersede all prior arrangements and representations, whether verbal or written. 

1.8 We may amend these terms from time to time at our discretion without notice to the Customer. Any amendments will be posted on this website and will supersede any terms and conditions previously published by us. 

1.9 No delay or failure by ourselves in exercising or enforcing any of our rights or remedies under these terms shall operate as a waiver of those rights. 

1.10 If any one or more of the provisions of these terms should be held by any court to be unenforceable, such provision shall be validly restated to represent as much as possible the intent of the clause and, if such clause cannot be restated for any reason, it shall be severable from these terms and deleted. 

1.11 The Customer may not assign or subcontract any of their rights or obligations under these terms to any person without our prior written consent. No third party shall be entitled to enforce any of these terms.

1.12 All matters concerning and incidental to any offer or agreement for the purchase and sale of products from our website shall be in English and construed and governed according to US law, and the US courts shall have exclusive jurisdiction in all such matters. 

2. Force Majeure 

2.1 NORWEH USA LLC will not be held responsible for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause which is non foreseeable and beyond our reasonable control, thus making performance inadvisable, commercially impracticable, illegal, or impossible. 

3. Prices 

3.1 The price shown for the products excludes delivery, unless specifically stated. The charge for delivery, if applicable, is shown at the checkout level once the Customer has entered their personal details, but before any payment information is taken. 

3.2 The reductions shown in clearance sections are reductions from the original price charged on the website.  

3.3 Prices during sales are considered limited-time offers and apply only to orders placed within the specific sale timeframe indicated. Orders placed outside of the sale period do not qualify for sale pricing.  

4. Payment 

Payment for NORWEH USA LLC products can be made by any method specified on the website. For detailed payment terms, conditions, and privacy policies, please consult the respective payment provider directly. 

4.1 Payment is automatically taken from the Customer’s card at the time we receive the order. Goods are subject to availability. In the event that we are unable to supply the goods, we will inform the Customer of this as soon as possible. 

4.2 The price to pay is the price displayed on this website at the time we receive the order. The following exception applies: While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods the Customer has ordered we will inform the Customer as soon as possible and give the option of reconfirming the order at the correct price or cancelling it. If we are unable to make contact we will treat the order as cancelled. If the Customer cancels and has already paid for the goods, they will receive a full refund. 

4.3 Title to any products ordered on this website shall pass to the Customer on delivery provided that we have processed and received payment in full for the products. 

5. Risk-Free Order 

5.1. Purpose 

The Risk-Free Order option allows customers to temporarily secure pricing or a place in line while finalizing necessary approvals or details. This option applies in the following cases: 

• Customer is waiting on Municipal Zoning and Building Permits approval and wants to lock in pricing. 
• Customer needs to confirm color, size, or accessories with significant other. 
• Customer is not currently at the delivery address and needs to visit the site to confirm specs or measurements. 

5.2. Exclusions
This option does not apply to customers who: 

• Wish to delay delivery to a future date. 
• Are waiting for backyard completion before accepting delivery. 
• Do not currently have space to store the structure. 

5.3. Risk-Free Order Process 

• Customers must place a Risk-Free Order through the NORWEH USA LLC Sales Team. 
• The Sales Team will generate a draft order including a $100 non-refundable ‘Reserve Now’ fee. 
• Customers must pay the $100 fee immediately to secure their order. 
• The remaining balance must be paid within 48 hours of the product being available for shipment. 
• If the product is in stock, full payment is required within 24 hours. 
• Orders will be cancelled after 7 days if full payment is not received. 
• By using the Risk-Free Order option, you agree to these terms. 

6. Product Material & Maintenance

• NORWEH USA LLC structures are made from natural wood, which is a living product. As a result, variations in texture, color, and grain are normal and should be expected.
• Wood may develop cracks over time, especially as it adjusts to different climates. These cracks do not affect the structural integrity of the product and can be filled if desired.
• Maintenance is required to re-stain the wood every 3 years to maintain its beauty and longevity. With each stain application, the wood will absorb the stain, deepening its natural aesthetic.

7. Retention of Title

Ownership of goods remains with NORWEH USA LLC until payment is made in full. 

8. Warranty 

8.1 Warranty Coverage 

A NORWEH USA LLC products covered by a tiered warranty: 

• 10-Year Warranty: Applies to structural components like columns and beams. 
• 2-Year Warranty: Applies to accessories

8.2 Warranty Activation 

The warranty period starts from the moment of delivery. The original receipt serves as a warranty certificate. 

8.3 Warranty Conditions 

This warranty is non-transferable and valid only for the original purchaser in the United States. It covers the original purchase price or replacement of parts, with the Customer responsible for the installation of any replacement components. 

8.4 Exclusions 

The warranty does not cover: 

• Normal deterioration or wear and tear that occurs through typical use of the product. 
• Damage or deterioration occurring from regular, intended use of a product, as it’s considered normal wear and tear and not a manufacturer defect; essentially, it means the warranty only protects against malfunctions that happen significantly sooner than the expected lifespan of a product due to normal usage 
• Environmental or natural disaster damage (e.g., extreme weather, sun fading) that is not covered by NORWEH USA LLC’s engineering documentation 
• Misuse, modifications, or improper installation. 
• Incompetent use (such as abnormal loads). 
• Installation errors or damage caused by unstable surfaces. 
• Delayed installations (over one year from purchase). 
• Additional costs such as disassembly, shipping, or storage. 
• Deterioration by aggressive substances 
• Improper maintenance. 
• Scratches, due to use. 

8.5 Filing a Warranty Claim 

Customers should submit claims within 30 days of identifying an issue by emailing [email protected] with proof of purchase and photos. Approved claims will be processed within 30 days. 

8.6 Additional Terms 

Warranty benefits may be withheld if any outstanding payments to NORWEH USA LLC remain. 

9. Liability 

We are fully liable for any damages caused by us, our legal representatives, or agents in cases of injury, intentional or grossly negligent misconduct, warranty breaches, or if governed by product liability laws. For minor negligence in breaching essential contractual obligations, our liability is limited to foreseeable damages typical of such contracts. This does not include our referral partners or carriers. 

10. Product Damage Rectification 

NORWEH USA LLC will remedy damage caused by material defects, provided that: 

• The product was assembled according to provided instructions. 
• Proper precautions were taken to protect the product against weather. 
• The buyer checked the completeness of parts before assembly. 
• Any parts damaged during assembly due to obvious defects are excluded from warranty coverage. 

11. Assembly by Third Parties 

Prior to engaging any third-party installer, customers must verify that all parts have arrived in full and are free from damage. NORWEH USA LLC is not liable for any costs or delays resulting from incomplete deliveries or scheduling issues. Furthermore, NORWEH USA LLC assumes no responsibility for any damages or issues arising from installation performed by third-party installers. 

12. Transport Damage and Refusal of Delivery 

12.1 In the event that goods are delivered with visible transport damage, it is essential that the Customer notify the carrier immediately and contact NORWEH USA LLC’s customer support team. Although failure to report such damage does not impact a Customer’s legal rights, it assists us in filing claims with the carrier and promptly addressing Customer concerns. 

12.2 If delivery is refused without any visible damage being noted, the Customer will be responsible for any additional costs incurred due to re-delivery or refusal of the shipment. 

13. Shipping Policy 

13.1 This website is only for delivery of products to customers within the mainland of the United States. NORWEH USA LLC does not deliver to Alaska, Hawaii, or Puerto Rico, unless a separate shipping agreement is reached between NORWEH USA LLC and the Customer. This also applies to all delivery destinations outside of the contiguous provinces of United States. 

13.2 We make every effort to deliver goods within reasonable timescales and on the date stated. However, delays are occasionally inevitable due to unforeseen factors, and all products are subject to availability. NORWEH USA LLC shall not be liable for any delay or failure to deliver the products within estimated or stated timescales. 

13.3 All items must be checked within 7 days of receipt of goods. NORWEH USA LLC must be advised of any problems, including damages, faults, incorrect product, missing parts, and unsuitability, within that period. Risk of loss and damage of products passes to the Customer on the date when the products are delivered. 

13.4 Customers must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that the order is going to, but also the name of its recipient. NORWEH USA LLC will not be liable for the delivery of an order as a result of incomplete or inaccurate information provided. Parcels may require a signature on delivery. 

14. Complaints 

If there are defects with a purchased product, the Customer is entitled to statutory warranty rights. Contact our customer service at [email protected] for assistance. 

15. Cancellation Policy 

Free Cancellation: Orders can be cancelled within 24 hours of placement at no cost to the Customer. 

10% Fee: For orders cancelled after 24 hours, a 10% cancellation fee will apply. If the item has already been shipped, additional return shipping and restocking fees will be charged in accordance with the below return and refund policies. 

16. Refund Policy 

16.1 All items must be checked within 7 days of receipt of goods. NORWEH USA LLC must be advised of any problems including damages, faults, incorrect product, missing parts, and unsuitability, within that period. When a refund or reclamation is applicable, this shall be initiated for processing between 1-10 business days. 

16.2 A full refund shall be given in the event of a product not being available or an alternative not being acceptable. A full refund shall be given in the event of damaged or faulty product whereby a replacement product is not available. NORWEH USA LLC reserves the right to provide a replacement product if obtainable. 

17. Return Policy 

17.1 Full product return: 

If a Customer seeks to return a full product post-delivery, the following terms shall apply: 

Shipping Process: The Customer is responsible for properly packaging and palletizing the structure to ensure secure transport. Once the structure is dispatched, the responsibility for its safe arrival lies solely with the Customer and their chosen carrier. 

Shipping Options: The Customer may choose to contract their own carrier or use NORWEH USA LLC’s shipping partner to handle the return shipment. 

Shipping Costs: If the Customer opts to use NORWEH USA LLC’s shipping partner, a shipping cost of $1,000 [for the mainland of the United States] will be deducted from the order refund, in addition to a 20% restocking fee. 

Inspection Upon Arrival: Upon receipt of the structure at our facility, a comprehensive inspection will be conducted to evaluate its condition. If the structure is found to be in good, resalable condition, a refund—less the cancellation fee outlined in section 15, restocking fee outlined in section 17.1.3, and any applicable shipping costs—will be initiated within 10 business days. If the structurearrives damaged or in a condition that diminishes its resale value, NORWEH USA LLC reserves the right to withhold a portion or the entirety of the refund, reflecting the reduction in value. 

Customer Risk: All returns are processed at the Customer’s risk. Should the structurebe damaged during transit, the Customer may file and purse a claim with the carrier. NORWEH USA LLC is not responsible for any damages incurred during return shipping. 

Customers are eligible for returns within 30 calendar days of delivery. 

17.2 Restocking Fee for Cancellations and Change Orders During Transit: 

* If a Customer wishes to cancel a structure delivery that is already in transit, a 20% recall and restocking fee will be applied to cover associated costs, in addition to the 10% cancellation fee outlined in section 15. 

17.3 Change Orders During Transit: 

* If a Customer wishes to change a full structure order that is already in transit, a 20% recall and restocking fee will be applied to cover associated costs. The standard cancellation fee of 10% will not apply if a Customer re-orders another structure of equal or greater value. 

17.4 Accessory Returns: 

Accessory returns are eligible for a refund, provided the Customer covers all return shipping costs. The same inspection policies apply with deductions applicable for damage or diminished product value. 

Note that side walls and are considered freight items, and will be subject to higher shipping costs of $1,000. 

17.5 Only NORWEH USA LLC Customers are eligible to return NORWEH USA LLC merchandise. A NORWEH USA LLC order number is required to initiate a return. 

18. 100-Day Risk-Free Trial Policy 

18.1 All structures and accessories purchased directly from NORWEH USA LLC are eligible for a 100-day risk-free return, providing Customers the opportunity to evaluate the product after installation. 

18.2 To qualify for this benefit, the purchased items must be fully installed.  

18.3 The trial period begins 10 days after the product is dispatched from our warehouse, allowing up to 100 days for the Customer to initiate a return.  

18.4 The Customer is responsible for all return shipping costs, as outlined in the return policy above. No explanation for a return is required, and the Customer may initiate the return at any time within the trial period, provided the Customer meets the conditions noted above.  

18.5 Any damage to the product that was not reported at delivery will lead to a reduction in the issued refund. 

18.6 The 100-day risk-free trial policy is intended to provide an extended window of return, should a customer be unsatisfied with their purchase. Note that our 10% standard cancellation fee, as well as restocking and shipping fees, still apply to orders cancelled under this policy.  

19. Refer a Friend Conditions 

The following terms and conditions apply to NORWEH USA LLC’s referral program.  

19.1 Eligibility: 

The referrer must be an existing Customer who has placed at least one order. 

The referred friend must be a new customer who has never purchased from NORWEH USA LLC before. 

19.2 Purchase Requirement: 

The referred friend must place an order after the referrer has received their order. This ensures the referral is genuine and not just an attempt to gain rewards. 

19.3 Order Verification: 

Both the referrer and the referred friend must contact customer service with their respective order numbers and confirm that the referral led to the purchase. 

Verification must be completed within 30 days of the referred friend’s purchase. 

19.4 Rewards: 

Both the referrer and the referred friend will receive a $150 gift card for the NORWEH USA LLC Shop:

• The gift card will be sent electronically. 
• Rewards are subject to verification and availability. 

19.5 Terms and Conditions: 

• Limited to one reward per referral. 
• Fraudulent referrals will be disqualified. 
• The referred friend must purchase a strcuture to qualify for the reward. 

19.6 General Terms: 

NORWEH USA LLC reserves the right to modify or cancel the promotion at any time. 

By participating, you agree to these terms and conditions 

20. Tax Exemptions 

Customers seeking to apply federal or provincial tax exemptions must submit the relevant documentation to [email protected] before making a purchase. Tax exemptions cannot be applied retroactively to existing orders.  

21. Final Provisions 

These terms represent the full and final agreement between the Customer and NORWEH USA LLC. For any issues not covered by these terms, applicable laws of the State of Delaware will govern. 

22. Accessibility Statement 

NORWEH USA LLC is committed to ensuring that our website is accessible to all users, including those with disabilities. We are continuously working to improve the user experience for everyone and are dedicated to complying with the Accessibility for Ontarians with Disabilities Act (AODA) and the Web Content Accessibility Guidelines (WCAG). 

Our goal is to provide a website that is usable by people with a wide range of abilities. We strive to make our website accessible to all users, regardless of the device or assistive technology they may be using. 

Accessibility Features: 

Text alternatives: We provide text alternatives (alt text) for non-text content, such as images, so that it can be read by screen readers. 

Keyboard navigation: Our website is navigable via keyboard, enabling users who cannot use a mouse to move through the pages. 

Colour contrast: We ensure adequate colour contrast between text and background to support users with low vision or colour blindness. 

Accessible forms: Our forms are designed to be accessible, with clear labels and helpful error handling to guide users. 

Responsive design: Our website is designed to be responsive, adapting to various screen sizes and ensuring accessibility across different devices. 

Feedback: 

We are always striving to improve the accessibility of our website. If you experience any accessibility barriers or have suggestions on how we can improve, please contact us at [email protected].