Refund and Return Policy – Terms of Purchase

Refund and Return Policy – Terms of Purchase

1. Prices and Payment

Prices

All prices in our webshop are stated in Swedish Kronor (SEK) and include VAT.

Payment Options

We offer payment via credit card (Visa, Mastercard), bank transfer, invoice, Swish, and partial payment via Klarna. Credit payment and invoice options are only available to customers over 18 years of age.

Invoice Payment

When paying by invoice via Klarna, Klarna's applicable terms and conditions will apply to your payment. You can find Klarna's applicable payment terms here: See Klarna's terms and conditions.

Partial Payment via Klarna

Klarna offers three options:

• Partial payment: Pay over 6 months
• Invoice: Pay in 30 days
• Direct payment: Pay now by card or Swish.

When paying in installments via Klarna, Klarna's applicable terms and conditions will apply to your payment. You can find Klarna's payment terms here: https://www.klarna.com/se/villkor/ You can also find standardized European consumer credit information (SECCI form) with relevant information here: https://www.klarna.com/se/kreditinformation/

Credit Card/Debit Card

Payment is debited immediately upon purchase.

Payment via Swish

Read more about the terms of use for Swish on their website. Swish number: 123 432 19 64. When paying via Swish, payment is debited directly from your bank account when you confirm the purchase. The order is processed immediately after payment has been confirmed.

2. Order and Agreement

Order Confirmation

When you place an order in our webshop, you will receive an order confirmation via email, confirming that the agreement has been entered into.

Cancellation of Orders

VI HP AB reserves the right to cancel orders before the order confirmation is sent. After confirmation, the order cannot be canceled without the customer's consent.

3. Delivery

Delivery Time

• Shipping to Service Point. – SEK 69.00: Carrier selection is based on your order, delivery method, price, geography, and consignment dimensions. The carrier may be DHL, DACHSER, DB Schenker or PostNord. The consumer cannot choose the carrier.
  • Handling time: Orders are processed within 0–1 business days.
  • Delivery time: 1–5 business days after the order has left our warehouse.
  • Total delivery time: 1–6 business days.
• Home delivery. – SEK 169.00: Carrier selection is based on your order, delivery method, price, geography, and consignment dimensions. The carrier may be DHL, DACHSER, DB Schenker or PostNord. The consumer cannot choose the carrier.
  • Handling time: Orders are processed within 0–1 business days.
  • Delivery time: 1–5 business days depending on postal handling time.
  • Total delivery time: 1–6 business days.
• Pick up in store (Kyrkbytorget) – Free:
  • Handling time: The order is ready for pickup within 60 minutes after the order has been confirmed.
  • Pickup: The customer can pick up the order on the same day during the store's opening hours.
  • Total delivery time: 1 business day.

Opening Hours

• Monday to Friday: 10:00 AM–7:00 PM
• Saturday: 10:00 AM–5:00 PM
• Sunday: 10:00 AM–3:00 PM

Shipping to Service Point: SEK 69 for orders under SEK 1000, free shipping over SEK 1000. Handling time: 0–1 business days. Home delivery: SEK 169. Carrier selection is based on your order, delivery method, price, geography, and consignment dimensions. The carrier may be DHL, DACHSER, DB Schenker or PostNord. The consumer cannot choose the carrier.

Delivery Restrictions

VI HP AB delivers to addresses within Sweden and selected EU countries. If we cannot deliver to your address, you will be informed of this at checkout.

Unclaimed Packages

Unclaimed packages are automatically returned to us. The customer can request that the item be sent again against extra shipping costs or receive a refund, minus shipping costs for delivery and return.

Deliveries to postal agents

• How long the customer has to pick up the package: The customer normally has 7 days to pick up the package from the postal agent after it has arrived.
• What happens if the customer does not pick up the package on time: If the customer does not pick up the package within the specified time, the item is automatically returned to us. The customer will then be charged according to the aforementioned delivery and return cost principle.

Delays

VI HP AB is responsible for delays caused by us or our delivery partners. In the event of delays, you as a consumer have the right to claim, which in some cases, according to the Consumer Purchase Act, may entitle you to cancel the purchase.

4. Right of Withdrawal

Deadlines for Right of Withdrawal

As a consumer, you have the right to cancel your purchase within 14 days of receipt. The right of withdrawal applies to all goods except the exceptions below.

Withdrawal Form

If you wish, you can use the withdrawal form when exercising your right of withdrawal. Download it here

Exercise of Right of Withdrawal

If you wish to exercise your right of withdrawal for a purchase, you must notify us of your decision to cancel the purchase within 14 days of receiving the item. You can notify us by email, phone, or letter (see our contact details below, or under the Contact Information section further down in these terms). Please also send your returned product to the return address below. You must return your canceled product without undue delay and no later than 14 days after you notified us of your canceled purchase.

Deduction for Diminished Value

The consumer has the right to handle the item to determine its characteristics and function. If the item has been handled to a greater extent than necessary, VI HP AB may make a deduction for diminished value.

Refund upon exercise of right of withdrawal

When exercising the right of withdrawal, a refund will be made within 14 days of us receiving your withdrawal notification. However, we reserve the right to withhold the refund until one of the following occurs:

• The item has been returned to us.
• Proof has been received that the item has been returned (e.g., a delivery receipt from the carrier).

The refund will be made using the same payment method as used for the original purchase, unless otherwise expressly agreed with the consumer. In the event of a right of withdrawal, the consumer is responsible for the delivery fee and any costs incurred in connection with the return and handling. We at VI HP AB appreciate if customers, as far as possible, check their choices before purchasing to reduce unnecessary returns. In this way, we help each other to take care of both resources and climate impact in a responsible manner.

Shipping costs for right of withdrawal or return of undelivered consignments

In the event of a right of withdrawal or if a consignment is returned to us by the shipping company for reasons attributable to the customer, the actual shipping cost will be charged as a depreciation for the shipment and any return fees charged by the carrier. This applies, among other things, to the following situations:

• The customer does not pick up their package at the agent in time.
• The customer has provided incorrect or incomplete delivery information, such as incorrect address, incomplete address, incorrect postal code, incorrect phone number, or missing door code.
• The carrier cannot deliver the order due to insufficient or incorrect information from the customer.

Once the product has been returned to us and checked, the remaining amount will be refunded after deduction for the diminished value of the actual shipping cost and any return fees. Actual shipping cost refers to the real cost that VI HP AB has paid to the shipping company to send the order, regardless of whether the customer has received discounted shipping or free shipping at the time of purchase. This is therefore the cost that the shipping company charges us for the specific consignment, including shipping VAT. This reduces the value of our presentation and the product itself. 

Exceptions to the Right of Withdrawal

You have no right of withdrawal for goods that, with a broken seal, cannot suitably be returned for health or hygiene reasons when the seal has been broken by you. Please note that this applies to products that, for hygiene or health and safety reasons, cannot be returned if the packaging has been opened. This includes, but is not limited to:

• Skincare products
• Food products
• Underwear
• Other sealed goods where the seal is broken upon opening

Read more on the Swedish Consumer Agency's rules on the right of withdrawal: Konsumentverket | Konsumentverket

Returns

VI HP AB does not provide shipping labels for returns. The customer chooses their own postal provider and sends the item back to us.

For returns of goods not collected from the postal agent, the return cost will be charged according to the postal provider's fee, and the remaining amount will be refunded to the customer. The customer is responsible for any additional shipping costs incurred due to incorrect information provided during the order (e.g., incorrect address).

Repeated info: Shipping costs for right of withdrawal or return of undelivered consignments

In the event of a right of withdrawal or if a consignment is returned to us due to circumstances attributable to the customer, the actual shipping cost for the outgoing shipment and any return fees charged by the carrier will be debited. This may occur if:

• the package is not collected from the agent in time
• incorrect or incomplete delivery information has been provided, such as address, postal code, phone number, or missing door code
• the carrier cannot deliver the consignment due to insufficient or incorrect information

Once the product has been returned to us and checked, the remaining amount will be refunded after deduction for shipping and any return fees. Actual shipping cost refers to the cost VI HP AB has paid and is considered a depreciation in value.

5. Return Shipping for Smaller Items

For smaller items that can be returned by regular mail, standard postage costs apply.

• DHL:
  • Domestic package (up to 1 kg): From SEK 73.
  • Return via DHL Service Point: The cost varies depending on the agreement and specific services, but the price is usually around SEK 95.
  • More information: https://www.dhl.com/se-sv/home/frakt/skicka-paket-nu-inom-sverige-och-eu/priser-och-leveranstider.html
• PostNord:
  • Letters and smaller packages (up to 1 kg): From SEK 66.
  • Trackable return shipping: The price varies depending on the package size and weight.
  • More information: https://www.postnord.se

The return cost is paid by the customer if the return is not due to an error on VI HP AB's part. We recommend that you send the return trackable to ensure it arrives.

Return Shipping for Larger Items

For larger items that cannot be returned by regular mail, the following applies:

• DHL:
  • Bulky packages and larger items: The cost varies depending on weight and size, but starts from SEK 250 and can go up to SEK 1200.
  • More information: DHL Home – global logistik och internationell frakt Sverige
• PostNord:
  • Bulky packages and larger items: The price depends on the package's dimensions and weight. It starts from SEK 199 and can exceed SEK 1500 for really large packages.
  • More information: PostNord Sverige
• DACHSER: More information: DACHSER
• DB Schenker: More information: DB Schenker

The return cost usually amounts to between SEK 300 – 800 depending on size and weight. The cost may be higher depending on which provider you use. In most cases, however, the return cost never exceeds SEK 1500. The return cost is paid by the customer if the return is not due to an error on VI HP AB's part.

6. Right to Complain

Timeframes for Complaints

We are responsible for defects that existed at the time of delivery and that appear within three years from that point. You need to complain about any defects within a reasonable time after you should have noticed the defect. A complaint made within two months after you have noticed the defect is always considered to have been made in due time. A claim due to a defect becomes time-barred if it is not made within two months from the end of the aforementioned three-year period.

Remedies for Complaints

If an item is defective, you as a consumer – depending on the circumstances – have the right to demand rectification, repair, price reduction, or cancellation, all according to the Consumer Purchase Act. Below you will find some general information about these remedies:

• Repair: Means that VI HP AB will remedy the defect by repair if it is possible and reasonable.
• Redelivery: Means that you are entitled to a new and fault-free item (redelivery). Often, repair is done first, and redelivery is a second option when repair has not been possible.
• Price reduction: Sometimes you may (according to the Consumer Purchase Act) have the right to demand a price reduction corresponding to the defect.
• Cancellation of the purchase: Sometimes you may (according to the Consumer Purchase Act) have the right to cancel the purchase and get your money back. This may, for example, be relevant if the defect is of significant importance.
• Damages: You may be entitled to compensation for any costs incurred due to the defect, for example, shipping costs.

Calculation of Price Reduction

The size of the price reduction shall correspond to the difference in value between the item's condition at delivery and the agreed condition. If the defect can be remedied by repair, the price reduction may correspond to the cost of this repair. If repair is not possible or economically justifiable, the price reduction may be based on the difference in market value between the defective item and a fault-free item at the time of purchase. The price reduction shall be proportionate to the extent of the defect and its impact on the item's usability and value. Read more: https://lawline.se/answers/ratt-till-prisavdrag-vid-fel-pa-varan

Complaint Address

Notify us of your complaint using any of the contact details below. If we ask you to send back a complained item, you should send it back to the address below.

VI HP AB

Byalagsgatan 13a

418 74 Gothenburg (Kyrkbytorget)

Email: vihp@vihp.se

Phone: 0760078755

Refunds

In the event of an approved complaint, the purchase price, including any shipping costs, will be refunded within 21 days. The refund will be made using the same payment method that was used for the purchase. We are responsible for return shipping in the case of an approved complaint.

Transit Damage

According to the Consumer Purchases Act, the risk for the item transfers to the consumer once they have taken possession of it. If the item is damaged during transport before it reaches the consumer, VI HP AB is responsible for the damage. If the item is damaged after the consumer has received it, the consumer is responsible. You have the right to claim for transit damage. Please refer to the above information regarding your right to complain about faulty goods.

Reporting Damage

If the item has been damaged during transit, we ask you to report it to us within 2 days of receipt to facilitate our complaint to the carrier. For the smoothest handling of the matter, please contact us at vihp@vihp.se or +46760078755 and attach pictures of the damage and the packaging. You can also complain by letter (see our contact details at the bottom of these terms and conditions).

Unapproved Complaints

If a complaint is not approved, the consumer is obligated to compensate VI HP AB for specific costs, namely:

• Return shipping costs: The consumer is responsible for the cost of returning the item in the event of an unapproved complaint.

No additional costs beyond return shipping will be charged for an unapproved complaint.

Repeated info: Shipping costs for right of withdrawal or return of undelivered shipments

In the event of a right of withdrawal or if a shipment is returned to us due to circumstances attributable to the customer, the actual shipping cost for the outbound shipment and any return fees charged by the carrier will be debited. This may occur if:

• the package is not collected in time from the agent
• incorrect or incomplete delivery information has been provided, such as address, postal code, telephone number, or missing door code
• the carrier cannot deliver the shipment due to insufficient or incorrect information

7. Agreements with Minors

According to the Parental Code, minors have limited rights to enter into agreements without the guardian's approval. By completing a purchase, the customer confirms that they are over 18 years old or have permission from a guardian.

8. Secure Payment with 3D Secure

3D Secure: For security, we use 3D Secure for card payments. The cardholder verifies their identity with a one-time code or other authentication for protection against unauthorized transactions.

9. Liability for Damages under the Consumer Purchases Act

As a consumer, you may, according to applicable legislation, in some cases be entitled to compensation from us. For example, in some cases due to a delay or a defect in a delivered item (according to the Consumer Purchases Act).

Read more about the Consumer Purchases Act (2022:260)

10. Disputes and Applicable Law

Dispute Resolution

Disputes are primarily resolved through dialogue. If an agreement cannot be reached, the dispute can be settled by the National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, www.arn.se, or via the EU platform for dispute resolution: https://ec.europa.eu/.

Applicable Law

These terms and conditions are governed by Swedish law.

Contact Information

For questions about the terms and conditions of purchase or to exercise your rights, please contact us at:

VI HP AB Byalagsgatan 13a, 418 74 Gothenburg (Kyrkbytorget) Email: vihp@vihp.se Phone: 0760078755

Org.nr: 559485-9760 Approved for F-tax VAT registration number / VAT number: SE559485976001 GLN: 7309861023320 EORI number: SE559485976

Acceptance of Terms

When the customer completes their order with VI HP AB, the customer confirms and accepts all policies, terms of purchase, return conditions, and other provisions published on the website at the time of purchase.
Acceptance occurs when the order is placed and payment is initiated.

Definition of Actual Shipping Costs

Actual shipping costs refer to the actual, verifiable, and invoiced cost that VI HP AB is charged by the shipping provider for a specific shipment. This is the carrier's actual price to us and not the shipping fee that may have been shown at checkout.

Actual shipping costs may include, but are not limited to:

• outbound shipping from our warehouse to the customer or agent
• return shipping for uncollected shipments or returns attributable to the customer
• carrier surcharges, such as fuel surcharges and administrative fees
• shipping VAT according to the applicable VAT rate

If the customer has received free shipping or discounted shipping at the time of purchase, this only means that VI HP AB has fully or partially subsidized the shipping cost at the time of purchase. This does not affect the debiting of actual shipping costs in the event of a regretted purchase, an uncollected shipment, or incorrect delivery information, as the shipping cost in these cases has already been incurred and charged to VI HP AB.

Definition of Transaction Fees

Transaction fees refer to the fees charged by the payment provider in connection with a payment being made and which are not refunded to VI HP AB in the event of a refund.

Transaction fees may consist of:

• percentage fee based on the order amount
• fixed fee per transaction
• fees linked to the selected payment method, such as Klarna, card payment, Swish, or Apple Pay

These fees arise in connection with the payment and are not affected if the purchase is later cancelled.

When Actual Shipping Costs and Transaction Fees May Be Debited

VI HP AB reserves the right to debit actual shipping costs and transaction fees in the following situations:

• when the customer regrets the purchase after payment has been made
• when the customer does not collect their package within the carrier's specified retention period
• when delivery cannot be completed due to incorrect or incomplete delivery or contact information from the customer
• when the shipment is returned to us by the carrier for reasons not attributable to VI HP AB

Debiting only occurs for actual costs incurred by VI HP AB.

Refund Timing and Processing Time

Any refund will only be made once VI HP AB has received complete delivery information from the shipping provider. This includes verified costs for both outbound delivery and any return.

The processing time for this can be up to 14–28 business days, depending on the shipping provider's reporting and billing process. Therefore, a refund cannot be processed until this information has been received and confirmed.

Refunds and Deductions

Upon refund, the following costs will be deducted from the amount refunded:

• actual shipping costs for outbound and any return shipping
• any return fees from the carrier
• transaction fees not refunded by the payment provider

Refunds will always be made to the same payment method used for the purchase. No separate post-debiting will occur.

Transparency

All deductions will be clearly itemized in connection with the refund, for example via credit invoice, order overview, or refund specification.

Exemption from Right of Withdrawal for Hygiene Articles

For hygiene and health protection reasons, there is no right of withdrawal for hygiene articles where the packaging or seal has been broken after delivery.

This applies to products that, for health or hygiene reasons, cannot be returned once the packaging has been opened, such as but not limited to incontinence products, hygiene products, and personal aids delivered sealed.

If such a product has been opened, removed from its original packaging, or used, it cannot be returned or refunded.