1. Right of Withdrawal (14-Day Cooling-Off Period)
Under European Union law, you have the right to withdraw from your purchase and return goods within 14 days from the day you receive your order, without providing any reason. This is often referred to as the “cooling-off” period.
- How to Exercise Your Right of Withdrawal:
To exercise your right to withdraw from the contract, you must inform us of your decision to return the goods within 14 days of receiving the order. You can do this by contacting our customer service team via email at info@svanhuset.com or through our svanhuset.com/contact. - Return Instructions:
Once we confirm your request, we will provide instructions on how to return the items. Please ensure that the items are returned in their original condition (unused, undamaged, and with original packaging) to qualify for a full refund.
2. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to the following:
- Goods that are made to order or personalized.
- Sealed goods that cannot be returned for health or hygiene reasons once opened (e.g., cosmetics, underwear, or perishable items).
3. How to Return an Item
Please ensure that:
- The product is unused and in the same condition as when you received it.
- All original packaging, labels, and accessories are included.
- The product is securely packaged for return shipment to avoid any damage during transit.
Return the product to the address provided after initiating your return request. Shipping costs for returns are the responsibility of the customer unless the product is defective or not as described.
4. Refunds
Once we receive and inspect the returned item, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please note that the original shipping charges (if applicable) are non-refundable, unless the return is due to a defective item or error on our part.
Refunds will be processed within 14 days from the day we receive the returned item. If you have not received a refund after 14 days, please contact us at info@svanhuset.com.
5. Faulty or Damaged Goods
If you receive an item that is damaged, defective, or not as described, please contact us within 14 days of receiving your order. We will arrange for a free return and issue a full refund or replacement.
6. Exchanges
Currently, we do not offer direct exchanges. If you wish to exchange an item, you will need to return the unwanted item and place a new order for the item you wish to receive.
7. Return Shipping Costs
Unless the return is due to a fault with the product, or an error on our part, the customer is responsible for paying the return shipping costs. We recommend using a tracked shipping method to ensure the safe return of the item. Please note that we are not responsible for items lost or damaged during the return shipment.
8. Contact Information
For any questions or concerns regarding returns, refunds, or exchanges, please do not hesitate to contact our customer service team at:
Email: info@svanhuset.com
Phone: +46 76 340 77 83
Address: Bjursundsvägen 65, 594 70 Loftahammar, Sweden