Consumer Purchase Rights – Get what you are entitled to in the event of defects and defects

Have you received an invoice from the craftsman that does not match what you were told? Perhaps the total amount is much higher than agreed, or there are additional charges that you are not aware of. Fortunately, as a consumer, you have clear rights when there is a disagreement about price.

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First: What kind of agreement has been entered into?

When the final price does not match what you expected, you should first find out what type of agreement is involved. Have you agreed on a fixed price, a price estimate, or will the work be invoiced by the hour without any further limits?

The most common price agreements are:

• Fixed price: An agreed sum for the entire assignment. The price should not be changed without you agreeing to changes.
• Price estimate: An estimate that can be adjusted slightly – usually up to 15% – unless otherwise clearly agreed.
• Hourly rate without estimate: No specific amount is agreed upon, but the price must still be reasonable and in line with standard industry practice.

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Typical reasons for price discrepancies

There are several reasons why the price may have been higher than expected – for example, the scope of work changed along the way, hidden errors emerged, or the agreement was too vague.

But a higher bill does not automatically mean that you have to pay everything. A craftsman does not have the right to invoice more than what was agreed. In addition, the craftsman is obliged to document and notify you if the price changes significantly.

An important step for you is therefore to review the invoice and compare it with the signed agreement.

• Has there been an invoice for work that has not been performed?
• Does the time spent match what seems reasonable for the job?
• Did the craftsman use other materials than what was agreed upon?
• Have there been additional costs that you have not approved?

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The invoice must be disputed in writing

If you believe there is an error in the invoice, it is important to report it as soon as possible. Send a written request to the craftsman, for example by email, describing what you believe is wrong and what you expect to happen next. Be clear and specific. Written communication ensures that you have documentation if the matter develops further.

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Example:

"Hello, I am referring to the invoice dated May 12, 2025. I am questioning the price invoiced, as this deviates from what we agreed upon. I request that this be reviewed and that I receive an explanation before considering payment."

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You have the right to withhold payment

If there are defects in the work or the invoice is incorrect, you can withhold part of the payment. This only applies to the amount that is proportional to the defect – not the entire invoice, unless the entire work is defective.

It is important that you inform the craftsman that you are withholding payment and why. This shows that you are not refusing to pay without reason, but that you are exercising your rights as a consumer.

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Remember to document everything

It is important that you collect documentation along the way. Take care of:

• Agreements, contracts and emails
• Photos of work completed (before and after, if possible)
• Notes from conversations and inspections
• Any statements from other professionals

Good documentation can be the difference between being right and being proven right.

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What if the craftsman doesn't give up?

If you cannot reach an agreement with the craftsman, you have several options:

• Complaint to the Norwegian Consumer Authority : They can mediate in cases between consumers and businesses.
• Bring the matter to a decision : For example, the Consumer Complaints Board or the Conciliation Council.
• Use a lawyer : If the case involves larger amounts or issues of principle, it may be appropriate to seek legal assistance.

If you are unsure whether you have a case, or need help filing a complaint, contact us for a free meeting.

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Hiring a tradesman for renovation or maintenance can save you time. But what do you do when the result doesn't live up to your expectations, whether it's delays, poorly executed work, or disagreements about completion? In this guide, we try to give you an overview of your rights and how to best proceed if your tradesman doesn't deliver as agreed.

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Your rights as a consumer

The relationship between you as a consumer and the craftsman is regulated by the Craftsman Services Act . The law is designed to protect you and is intended to ensure, among other things:

• Professional execution and deadlines: The work must be done professionally and within the agreed time. If the craftsman is late, you have various rights that you can assert.
• Clear information: You should receive clear and sufficient information about everything from the scope of the work to costs. The craftsman's obligation to you is referred to as a duty of care (Article 5 of the Code of Civil Procedure), and the craftsman even has a duty to discourage you from entering into the agreement if the service will not be of reasonable benefit to you (Article 7 of the Code of Civil Procedure).
• Compensation for defects: In the event of defects, you are entitled to correction, a price reduction, or in serious cases – to terminate the agreement with the craftsman.

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What do you do if you have poor work or deficiencies?

If you discover errors, deficiencies, or that the craftsman has performed poor work, quick and systematic action is crucial:

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1. Document everything

Gather evidence. Take detailed photos and videos of the errors, and note when you discovered them. Keep all relevant documentation such as contracts, quotes, invoices and written communications (email, SMS). Good documentation can strengthen your case, and make it easier to be heard that you have the right on your side.

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2. Contact the craftsman in writing

Send a clear and written complaint as soon as possible. Describe exactly what you are dissatisfied with and what errors you have found. Set a reasonable deadline for correction or completion. Good communication early on can resolve many disputes. This is referred to as a complaint, and is crucial for you to keep your claim intact and be able to pursue it further if you cannot reach an agreement.

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3. Know your requirements

If the craftsman does not follow up, the Craftsman Services Act gives you several options:

• Withhold payment: You can withhold an amount that corresponds to the cost of correcting the defect (in accordance with Section 23). This is an effective means of pressure, but be careful to document why you are doing it. You should also not withhold a larger amount than is necessary to secure your claim. If only a small part of the agreement remains, you cannot withhold the entire amount without risking having to pay late payment interest on the rest of the purchase price.
• Claim for correction: The craftsman has both the right and the obligation to correct the error, at no extra cost to you. The correction must be made within a reasonable time and without causing you significant inconvenience (section 24 of the Act).
• Price reduction: If correction is not made, you can demand a price reduction corresponding to the reduction in value caused by the defect, or what it costs to have it corrected by others (section 25).
• Termination of the contract: In serious cases, where the defect is significant, you can terminate the contract with the craftsman. This means that the contract is cancelled, and you can demand a refund for what you have paid (minus any compensation for usable parts of the work) (Article 26 of the Danish Labour Code).
• Compensation: If you have suffered a direct financial loss as a result of the craftsman's error or delay, you can claim compensation. This may include expenses for a new craftsman or alternative housing (section 28).

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What if you can't agree? Seek professional help

If you cannot reach an agreement, you can contact the Consumer Council, the Consumer Authority or the Conciliation Council. If you have legal aid insurance through your home or contents insurance, it can often cover part of the legal fees.

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When should you contact a lawyer?

If the case is complex, the claim is large, or you feel unsure about the way forward, it may be a good idea to contact a lawyer. We can assist with:

• Assess the matter objectively.
• Formulate legally correct requirements.
• Negotiate on your behalf.
• Represent you in a dispute.

If you are unsure whether you have a case, or need help filing a complaint, contact us for a free meeting.

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