Returns and complaints
Private customers have 30 days to return standard products, counted from the day the order is received.
You may inspect the product in the same way as you would in a physical shop. The product must be returned complete and securely packaged. We recommend using the original packaging if it is still available, but this is not an absolute requirement. If the product has been handled more than necessary and is no longer in new condition, a deduction may be made for the actual loss in value.
The right of withdrawal and our 30-day return policy do not apply to products that are made to measure, specially manufactured or personalised according to your specifications.
You are responsible for the return shipping costs when you change your mind. Our return portal is available only for returns from Sweden and Denmark. Customers in all other countries, including the Netherlands and Belgium, must contact customer service for return instructions.
If you have received an incorrect, damaged or defective product, contact customer service before sending anything back. Keep the packaging and provide photographs of the product, the damage and the packaging. We will assess the case and decide on the appropriate solution based on the nature and extent of the issue, such as a spare part, repair, replacement, price reduction or return. If we ask you to return the product as part of an approved complaint, we will cover the necessary return shipping costs.
How to Return an Item
- Use the return portal if the return is sent from Sweden or Denmark. From any other country, contact customer service for instructions.
- Return the product complete and securely packaged. If available, use the original packaging and place it inside suitable protective outer packaging.
- Include your name and order number inside the parcel so that we can identify the return.
Please note: Missing names or order numbers may delay processing.
Once the return has been received and inspected, the refund will be issued to the original payment method.
Complaints & Faulty Products
If a product is faulty, damaged or does not match your order, you have statutory rights under the mandatory consumer law applicable to your purchase. These rights are not limited by our 30-day return policy. Within the EU, consumers have a minimum two-year legal guarantee, and national law may provide longer protection.
Transport damage should be reported as soon as possible, preferably within five business days of delivery. This does not limit your statutory rights. Inspect the parcel promptly, keep all packaging and take photographs of the product, the damage and the packaging.
Please report other defects as soon as possible after discovering them. A complaint made within two months of discovering a defect is considered timely under the consumer rules of many EU and EEA countries.
For an approved complaint, we will assess the appropriate solution. Depending on the circumstances and applicable law, this may include a spare part, repair, replacement, price reduction or refund.
Business customers must inspect deliveries upon receipt and report any transport damage, faults or shortages without undue delay.
