CUST-003 · version 2 · effective 2026-11-12
Customer Agreement
Document Customer Agreement
Version 075-v1
Effective Date 13 Aug 2026
Status Published
Customer Agreement
Between: Team Otto AS (operator of Malibel) and the Customer | Version: 075-v1
1. Parties
This Agreement is between you (the “Customer”) and Team Otto AS (Organisation no. 983 086 098, Lierbakkene 112, 3425 Reistad, Norway), operator of www.malibel.com (“Malibel”). When you purchase a product through www.malibel.com, that product is supplied by an independent Partner.
2. The Platform and Product Suppliers
2.1 www.malibel.com is an online marketplace operated by Team Otto AS. It connects customers with independent product suppliers (Partners).
2.2 Partners are independent product suppliers listed on www.malibel.com and are responsible for product quality, delivery, and fulfilment. Malibel acts as the marketplace facilitating the connection between customers and Partners. Malibel and Team Otto AS are not responsible for product quality, delivery issues, or losses caused by Partners, consistent with Malibel’s published Terms & Policies.
3. Purchasing
3.1 An order is confirmed when payment is successfully processed and you receive an order confirmation from Malibel.
3.2 Malibel will send an order confirmation to your registered email address.
4. Payment
4.1 Payment is processed securely through Malibel’s payment provider. Malibel does not store your full payment card details.
4.2 The price displayed at checkout is the price charged, including any applicable taxes stated at that point.
5. Delivery
5.1 Estimated delivery times are provided at checkout. These are estimates based on information provided by Partners and fulfilment providers and are not guaranteed.
5.2 Risk of loss transfers to you on delivery to your specified delivery address.
5.3 International deliveries may be subject to customs duties and import fees applicable in your country. You are responsible for any such charges unless otherwise stated at checkout.
6. Right of Withdrawal
6.1 You have the right to withdraw from your purchase within 14 days of physically receiving the goods. The 14-day withdrawal period begins on the day you receive the goods, not on the day the order is placed.
6.2 To exercise your right of withdrawal, you must submit a Return Request through www.malibel.com within the 14-day period before returning any goods.
6.3 Certain categories of product may be excluded from the statutory right of withdrawal under applicable consumer protection law. Where an exclusion applies to your specific purchase, Malibel will inform you at the time of your Return Request.
6.4 Nothing in this Agreement limits or excludes any mandatory statutory rights you have as a consumer under applicable law.
7. How to Return a Product
7.1 To return a product for any reason — including exercising your right of withdrawal or reporting a defect or complaint — you must submit a Return Request through your www.malibel.com account.
7.2 Do not send the product back to the Partner, to any other address, or anywhere else without first receiving return instructions from Malibel. Returns sent without Malibel’s instructions may not be accepted.
7.3 Your Return Request may include: order reference, product, quantity, reason for return, description of condition, photographs (required for damage/defect/wrong-product cases; recommended for all returns), packaging photographs where relevant, and any additional notes.
7.4 Malibel will review your Return Request and provide return instructions including the return address and applicable arrangements.
7.5 You must wait for Malibel’s instructions before sending any goods back.
8. Return Shipping
8.1 Normal returns (including withdrawal): Return shipping costs are your responsibility as the customer, subject always to any mandatory statutory rights that may apply.
8.2 Damaged, defective, or wrong-product cases: Return freight responsibility in these cases is assessed separately after Malibel reviews the evidence you submit. Malibel will confirm the applicable shipping arrangement in the instructions provided to you. Do not assume return freight is automatically covered before the assessment is complete.
9. Refunds
9.1 Submitting a Return Request does not itself constitute grounds for an immediate refund.
9.2 Approval of a return shipment does not itself trigger a refund.
9.3 Goods being in transit back does not itself trigger a refund.
9.4 Returned goods must be physically received and assessed before a refund determination is made. This operational process applies subject always to your mandatory statutory consumer rights, including any applicable statutory refund timescales.
9.5 Where a refund is approved, it will be processed to your original payment method within the period required by applicable consumer law.
10. Complaints and Disputes
10.1 Customers are asked to submit product complaints, return matters, and disputes through Malibel’s platform or by contacting Malibel support. Malibel will coordinate with the relevant Partner where necessary to resolve the matter.
10.2 In particular, all return matters should be initiated through Malibel’s Return Request process as set out in Section 7. This ensures that the correct return arrangements and instructions are provided.
10.3 Nothing in this Agreement limits or prevents a customer from exercising any right or remedy that cannot lawfully be restricted under applicable Norwegian or EEA consumer law, including the right to raise a matter with the product supplier or to use any mandatory alternative dispute resolution process available under applicable law.
11. Limitation of Liability
11.1 Malibel’s liability to you for losses arising from our platform services is limited to the extent permitted by applicable consumer law.
11.2 Nothing in this Agreement limits or excludes any mandatory statutory rights you have as a consumer under applicable Norwegian or EEA consumer law.
12. Governing Law
12.1 This Agreement is governed by the laws of Norway.
12.2 Nothing in this Agreement affects your statutory rights as a consumer under applicable Norwegian or EEA consumer law.
12.3 In the event of a dispute not resolved through Malibel’s complaint process, disputes are subject to the jurisdiction of the Norwegian courts.
