About Treband AB, Organization Number: 559488-8785
Please note: Charges that may apply as per below will be charged in the same currency as which your purchase was originally made in.
1. Uncollected Package
Your package normally remains at the pickup point/terminal for 7 days after it has arrived. For more information on the specific retention period for your package, please refer to the respective carrier. If you do not collect your package within these days, it will be returned to us, and we will charge you 200 SEK/150DKK/20EUR for the uncollected package. If you have changed your mind after the package has been sent from us, you will need to receive the package and then return it to us; otherwise, it will be registered as an “uncollected package,” and you as the customer will be charged the corresponding amount.
2. Right of Withdrawal and Returns
If you are not satisfied with your purchase, you have the right to withdraw within 14 days from the day you received your order.
2.1 Right of Withdrawal
2.1.1 Canceling an order that has not been processed
If you wish to exercise your right of withdrawal and your order has not yet been processed, you can cancel your purchase. We have an automated warehouse system and start processing warehouse items immediately upon order. You can also remove products from your order after it has been placed, provided that processing of these items has not started. To cancel your order or remove products from it, please contact our customer service. If you wish to exercise your right of withdrawal on an order after warehouse processing has begun, you must receive the order and then return it to us in the usual way. If you do not collect the order, it will be treated as an uncollected order in accordance with section 1 of the purchase terms.
2.1.2 Canceling an order after delivery
You as a consumer have the right to cancel your purchase within 14 days from the day you received your goods. The right of withdrawal applies provided that your item is not custom-made specifically for you or that you have not used/assembled the product. Read more about how to make a return below.
2.1.3 Validity
Cancellation is not valid until you have received confirmation from us via email.
2.1.4 The Consumer Agency’s Standard Form for Right of Withdrawal
If you wish, you can fill out the Consumer Agency’s standard form for the right of withdrawal and attach it when you contact customer service.
2.2 Returns
If you are not satisfied with the item, you can return it to us and get a refund for your return minus return shipping, which you need to cover yourself as per section 2.5. Please contact us before returning anything to ensure the return process goes faster.
2.3 Condition of Items
You have the right to unpack and inspect the appearance of the product. A prerequisite for your return to be approved is that your item, with the original packaging if applicable, must be returned in the same good condition as when you received it, i.e., in essentially unchanged condition. If the product you ordered requires assembly, it must be unassembled for your return to be approved. Attach the provided return shipping label over the old shipping label. If you received your package with the shipping label attached to outer packaging, you must also use outer packaging when returning the product for your return to be approved.
2.4 Deduction for Depreciation
We reserve the right to make a deduction for depreciation if the condition of the item has changed to the extent that it can no longer be sold to another customer without making a deduction from the selling price. The deduction is made from the total return amount before it is refunded to you. We assess each unique return to determine the size of the deduction, but the minimum deduction is 200 SEK/150 DKK/15 EUR.
2.5 Return Shipping Cost
If you use the return shipping label we send you, you as the customer will be responsible for the return shipping cost of 69 SEK/59DKK/6EUR. The return cost will be deducted from the amount you are credited when we receive the return at our warehouse. If for any reason you utilize your return without using our return shipping label, you are responsible for arranging and paying for the return shipping.
2.6 Responsibility for Transport
Responsibility for transport means that you are responsible for ensuring your shipment arrives intact at our facility. Therefore, please pack the items extra carefully so they are not damaged during transport, and consider using an option where you can track the shipment, such as a package or registered mail.
2.7 Processing Time
Once your return has arrived at our warehouse, we reserve up to 3 business days to inspect the condition of the product and register the items as returned.
2.8 Refund
We process the refund after the handling time and when your return has been registered and approved by our warehouse staff. It usually takes 5-7 business days for the money to be refunded to your account. A confirmation will be sent via email, and the refund is always made to the same payment card or payment method used when you completed your purchase.
2.9 Return of Custom Orders
The right of return does not apply to custom orders. An order is considered a custom order if it involves a product that is specially ordered just for you and/or produced according to your specific requirements. You will be informed by customer service in advance if your order is considered a custom order.
3. Complaints
3.1 General Terms
We apply the Consumer Purchase Act’s right to complain, which means you have three years to file a complaint after receiving the item. This is conditional on following all care instructions and exercising normal caution. In the event of a complaint, we recommend contacting our customer service for faster processing, and they will assist you with the procedure. You will be asked to provide photographic evidence where the defect is clearly visible.
In the case of a complaint, the defect should be reported as soon as it is discovered. Reporting a defect within two (2) months of discovering it, or when you should have discovered it, is always considered within a reasonable time. Therefore, we strongly recommend that you inspect the product as soon as possible after receiving it so that any defects can be discovered immediately, leaving no doubt that the damage was not caused after you received it. For an approved complaint, we as the seller cover all costs related to the return, including all shipping.
You must always contact us for approval before returning a defective item.
The complaint should be sent immediately after the error is discovered to: [email protected].
3.2 Procedure
If you are not satisfied with the item or if it was damaged during delivery, we ask that you send photos of the defect along with your order number via the contact form. As soon as we receive this, we will respond to you regarding your case.
3.2.1 Transport Damage
If the package and/or its contents are damaged upon delivery, report it immediately to the courier on site. If the item arrives damaged, fill out our contact form, and we will assist you. Please send a photo along with your order number. Also, note that additional photos may be requested in connection with your registered complaint, which may include, for example, photos of the packaging, shipping labels, etc.
3.3 Fees
In the case of an approved complaint, a prepaid return shipping label will be sent to you by customer service if we determine that a return is necessary. (In some cases, the return of the defective product may not be required.) Once we have received the claimed item, the defect will be re-examined, and a new item will be sent to you. Thus, you will not be charged for the return shipping of the claimed item or the shipping of the new item.
4. Exchanges
If you need a different item, the quickest way to proceed is to return the original item following our return policy. Once your return is accepted, you can place a new order for the item you want.