Returns & Complaints

How do I make a return?

If you placed your order online, you can return it via a representative/home delivery or visit our store in Staffanstorp.

If you purchased your item in our store in Staffanstorp and wish to make a return, please visit our store. Customer service does not handle returns purchased in the store.

 

For returns made via a representative, we charge a fixed fee of EUR30 per package, regardless of the carrier. For returns made via home delivery with collection by the carrier, we charge a fixed fee of EUR60 per pallet/package. The return fee will be automatically deducted from the refund.

 

Return policy

We offer our customers a 30-day return policy from the date you receive your item.

The product must be unused and in undamaged condition.

The product must not have been assembled.

The original packaging must be in undamaged condition.

 

Exceptions to the right of withdrawal

We would like to inform you about the exceptions to the right of withdrawal.

When ordering goods marked ‘special order’, the item/product is ordered exclusively for you or is manufactured after your order, which means that the item cannot be returned as the product is an exception to the right of withdrawal.

Please note that the right of withdrawal does not apply to all products designated as ‘special order’.

 

Please note that the right of withdrawal only applies to consumers and does not apply to business customers. If you have any questions regarding the right of withdrawal or returns, our customer service will be happy to help you with your questions.

 

We care about the environment and want to do what we can to contribute to a sustainable future. For this reason, we do not include a return slip in our shipments but refer our customers to create their return via the link below.

 

Return process

Please register the items you wish to return in our returns portal by entering your order number and the email address associated with your order via the link. LINK TO THE PORTAL – CLICK HERE!

 

 

Once you have completed the registration of your return, you will receive an email with a return receipt and a return slip. The return slip must be attached to the items to be returned. Please include the return receipt inside your return package.

 

If you have more items/packages that you wish to return and need more return slips, please contact our customer service.

 

If you have any questions about how to make a return or need help, please call us on +46 46-25 02 52, option 2, and we will help you.

 

 

How will I be refunded?

For returns, the same amount that you as the customer paid for the item will be refunded, minus any return costs and any price reductions. Any deductions will be automatically deducted from your refund.

 

Hulténs i Sverige AB reserves the right to wait with the refund until we have received the item or until you can prove that the item has been sent back to us.

 

The refund will be made using the same payment method used at the time of purchase. You will be refunded once we have received and registered the return on our web warehouse. Refunds will be made within 3–5 working days, but no later than 14 days.

 

If, upon receiving the item, we find that its value has decreased because you have used it or handled it to an extent that is not necessary to determine its characteristics and functionality, we are entitled to deduct this from the refund amount.

 

If you have used the invoice or instalment payment option through Klarna, it is important that you pay the invoice to avoid any reminder fees.

 

This information regarding refunds also applies to other cases where you as a customer will be refunded in the event of a complaint.

 

 

How do I make a complaint?

All complaints are handled exclusively by our customer service department and not in our store in Staffanstorp.

 

At Hulténs i Sverige AB, you as a private individual always have a 3-year right of complaint. The right of complaint applies to original defects or manufacturing faults and does not apply to faults caused by handling errors, wear and tear, careless handling or failure to follow care instructions.

 

 

Businesses must report any defects in a product within a reasonable time of the problem arising. If you discover a defect in a product you have purchased from us, please contact us as soon as possible.

 

Complaints process

If, for any reason, you discover that your product is defective, please start a complaint process as soon as possible after discovering the defect. You can report the defect using your order number and the email address linked to your order. LINK TO THE PORTAL – CLICK HERE!

 

When you register the case, we ask you to describe the fault as thoroughly as possible and also attach images showing the defect.

 

Each complaint is processed and evaluated manually, and you will be kept updated by our customer service team throughout the process.

 

If your complaint is approved

Please note that if a complaint is approved, we may need to take the defective product back. We will, of course, cover the shipping costs and provide a shipping label.

As the customer, you are responsible for packaging the item so that it arrives in good condition. You are also responsible for providing packaging material if you have discarded the original packaging.

 

If you have any questions about how to make a complaint or need help with this, please call us on +46 46 - 25 02 52, option 2, and we will help you.

 

For more detailed terms and conditions regarding complaints, please refer to our terms and conditions of purchase.

 

 

The package was damaged on delivery, what should I do?

All complaints are handled exclusively by our customer service department and not at our store in Staffanstorp.

 

If, contrary to expectations, your item has been damaged in transit, please start a transport damage claim immediately, but no later than 5 days after receiving your delivery.

 

We reserve the right to reject claims without further investigation if the deadline exceeds 5 working days from receipt.

 

 

Please note that goods must always be checked upon delivery and any visible damage must be reported to the driver immediately. It is important that the carrier notes that the goods were damaged. This also applies to so-called hidden transport damage, which is only discovered once the goods have been unpacked. Therefore, please check the inner packaging and the condition of the goods immediately after delivery.

 

 

To register your complaint, please enter your order number and the email address associated with your order. LINK TO THE PORTAL – CLICK HERE!

 

 

When registering, please describe the issue as clearly as possible and attach photos of the defect and the packaging. Each case is processed and evaluated manually, and you will be kept updated by our customer service team throughout the process.

 

 

If you have any questions about how to report transport damage or need help, please call us on +46 46 - 25 02 52, option 2, and we will assist you.

 

 

Do you offer replacements?

We are unable to offer replacements. Instead, we encourage you to return the product(s) and place a new order on our website. If you used a discount code in your original order, please contact us by email or phone and we will help you with this.