We really hope you love your products as much as we do! But if for any reason you would like to make a return:
Any returns and exchanges must be made within 14 working days of receiving the order. As a customer, you always have a 14-day right of withdrawal according to LODA – the Act on Distance Agreements and Contracts. The returned products must be unused and intact in the original packaging to be returned. Items that are used, damaged, soiled or altered in any way may be rejected and returned to the customer. If you have received a faulty or damaged item, this must be complained about.
To make your return, email us the following info to info@vinara.se and we will help you:
- Order number (found in your order confirmation).
- Your name and contact details.
- Number and name of the product that is desired to be returned.
We confirm that the return is permitted and that the cooling-off period has not passed before sending the goods back. The return takes place via PostNord using a QR code or return label that is sent by SMS and/or email after your contact with us. Packages that are sent by other shipping methods and end up with an agent will not be picked up but will be returned to the sender. We charge a return shipping fee of SEK 0 (yes it’s FREE). A confirmation email is sent when the return has been processed. Return processing can take up to two weeks.
REFUND
Once we have received and checked the returned item, we will refund the purchase price for the item in question. When using the right of cancellation/returns, you as a consumer will be charged for the return shipping cost. If you have paid by invoice or direct payment, we transfer the money to your bank account. If you have paid by card, we will credit the return amount to your card.
NOT COLLECTED PACKAGE
Please note that if you regret a purchase and want to return the product, you first need to pick up the package and then return it as described above. It’s FREE.
COMPLAINT
If you have received a defective or damaged product, please contact us immediately at info@vinara.se. Please describe the error in as much detail as possible. If we cannot solve the problem, you can of course complain about the product to get a new one. Complaints must be made in accordance with the instructions you receive from us. In the event of a dispute, we follow the general complaints board’s recommendations . You can also proceed with your complaint on the EU’s common dispute resolution page, which you can find here: http://ec.europa.eu/odr.