Your Refund Options
You have several paths to recover your money from Norwegian Lab. These range from fastest to most involved, and you can pursue them simultaneously. The key principle across all methods is the same: you did not consent to a subscription, therefore you do not owe this money.
Fastest: Bank Chargeback
Contact your bank or card issuer and dispute the charges as unauthorized recurring transactions. Most banks process chargebacks within 30–60 days. Use the exact reason codes listed below for best results. This is usually the quickest path to getting your money back.
Strongest: Forbruker Europa Mediation
Forbruker Europa provides free cross-border mediation between consumers and Norwegian companies. They have already investigated Norwegian Lab and are familiar with their tactics. A mediated complaint adds significant legal weight to your case.
Legal Right: Angrerett (Right of Withdrawal)
Under Norwegian law (angrerettloven), you have a 14-day right of withdrawal for all distance sales. This applies to all purchases made online. Norwegian Lab's failure to inform you of this right at the time of purchase extends the withdrawal period to 12 months.
Last Resort: Small Claims Court
For amounts above ~5,000 NOK, file with forliksrådet in Norway or use the EU small claims procedure (Regulation 861/2007) to file in your own country. No lawyer required for claims under certain thresholds.
Bank Chargeback Procedure
A chargeback (also called a payment dispute or reversal) is the most effective and fastest way to get your money back. Here is the exact procedure:
Step-by-Step Chargeback Process
- Gather Your Evidence Compile: all bank/credit card statements showing the charges, your cancellation email to Norwegian Lab, any responses (or lack thereof), the date of your original purchase, and copies of any correspondence. Write a brief timeline of events.
- Contact Your Bank's Dispute Department Call the number on the back of your card and ask for the "disputes" or "chargeback" department — not general customer service. State clearly: "I need to dispute unauthorized recurring charges from a merchant that enrolled me in a subscription without my consent."
- Use the Correct Reason Code When the agent asks for the reason, use the specific card network reason code (see table below). This ensures your dispute is routed correctly and improves the chance of a successful resolution.
- Submit Your Evidence Package Most banks will email you a dispute form. Fill it out completely. Attach all evidence: statements, emails, timeline document. Be factual, not emotional. Reference EU PSD2 regulations giving you the right to revoke payment consent.
- Get a Case Reference Number Always get a case or reference number. Write down the name of the agent you spoke with and the date. Follow up weekly. Banks can lose track of disputes — your persistence matters.
- Escalate if Denied If your bank initially denies the chargeback, escalate to a supervisor. Reference the fact that Forbruker Europa (an official EU consumer protection body) has explicitly stated these charges are not valid. Request a formal written explanation if they still refuse.
Chargeback Reason Codes by Card Network
| Card Network | Reason Code | Description | When to Use |
|---|---|---|---|
| Visa | 10.4 | No Authorization — Cardholder did not authorize the transaction | For charges to a subscription you never agreed to |
| Visa | 13.1 | Merchandise/Services Not Received — Services paid for were not provided as described | If you never received what was advertised |
| Visa | 13.2 | Cancelled Recurring Transaction — Cardholder cancelled and the merchant continued billing | For charges after you sent cancellation |
| Mastercard | 4834 | No Cardholder Authorization — Recurring transaction not authorized | For subscription charges without consent |
| Mastercard | 4841 | Cancelled Recurring Transaction — Charge processed after cancellation | For charges after you sent cancellation |
| Mastercard | 4853 | Goods/Services Not Provided — Goods or services not received | If products did not arrive as described |
| American Express | C08 | Goods/Services Not Received or Not as Described | Subscription not as described at checkout |
| American Express | C28 | Cancelled Recurring Billing — Charge after cancellation | For post-cancellation billing |
PSD2 and Your Rights
The EU Payment Services Directive (PSD2, Directive 2015/2366) gives you specific rights regarding payment authorizations. Article 64 states that you may withdraw consent for any future payment transactions at any time. Once you have withdrawn consent, any subsequent charges are unauthorized and must be refunded by your payment provider immediately.
Reference this directive when speaking with your bank. If frontline staff are unfamiliar with PSD2, ask to speak with someone in the compliance or legal department.
Right of Withdrawal (Angrerett)
Norwegian law gives you a 14-day right of withdrawal (angrerett) for all distance sales, including online purchases. This is governed by angrerettloven (the Right of Withdrawal Act), which implements the EU Consumer Rights Directive into Norwegian law.
Key Facts About Angrerett
- You have 14 days from receiving the goods to notify the seller you wish to withdraw.
- The seller must have provided you with a withdrawal form (angrerettskjema) and information about your right of withdrawal at the time of purchase.
- If the seller failed to provide this information, the withdrawal period is extended to 12 months from the day after you received the goods (angrerettloven §21).
- You are entitled to a refund of the purchase price and the original shipping cost within 14 days of the seller receiving your withdrawal notice.
- The seller must refund using the same payment method you originally used.
Norwegian Lab almost certainly did not provide a withdrawal form or clear information about your angrerett at checkout. This means you likely have a 12-month withdrawal window, not just 14 days. Cite angrerettloven §21 in your correspondence.
Forbruker Europa Mediation
Forbruker Europa is the Norwegian office of the European Consumer Centre Network (ECC-Net). They provide free mediation services for cross-border consumer disputes. Since Norwegian Lab operates across multiple countries, your case falls within their mandate.
- Submit Your Case Online Go to forbrukereuropa.no and click "Klage" (Complaint). Fill out the online form with details of your case. Attach all evidence: emails, bank statements, and your timeline.
- Forbruker Europa Contacts Norwegian Lab Forbruker Europa will contact Norwegian Lab on your behalf. Their involvement signals that this is an official consumer protection matter, not an individual complaint. Companies often settle at this stage to avoid escalation.
- Mediation Outcome The mediation process typically takes 4–12 weeks. If successful, Norwegian Lab agrees to refund. If unsuccessful, Forbruker Europa will advise you on next steps including legal action.
Small Claims Court
If all other methods fail, you can take Norwegian Lab to court. For amounts under ~200,000 NOK, the forliksrådet (conciliation board) in Norway handles small claims without requiring a lawyer.
EU Small Claims Procedure
Under Regulation (EC) No 861/2007 (European Small Claims Procedure), you can file a claim in your home country against a company based in another EU/EEA country. The procedure is designed to be accessible without a lawyer and uses standardized forms available in all EU languages.
Claim limit: €5,000 (approximately 55,000 NOK)
Form: Form A (available from the European e-Justice Portal)
Cost: Varies by country but generally minimal for small claims
Timeline: Court must issue judgment within 90 days of receiving a complete claim
What to Expect
| Method | Typical Duration | Success Rate | Cost |
|---|---|---|---|
| Bank Chargeback | 30–90 days | High (with evidence) | Free |
| Angrerett (Right of Withdrawal) | 14–30 days | Moderate (company may resist) | Free |
| Forbruker Europa Mediation | 4–12 weeks | Moderate–High | Free |
| Small Claims Court | 3–12 months | High (if you have evidence) | Minimal filing fee |
You do not need to pursue these sequentially. Start with a chargeback and Forbruker Europa complaint simultaneously. If both fail, proceed to small claims court.