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Refund and return policy – terms and conditions

Here you can read everything about our refund and return policy and terms and conditions.

1. Prices and Payment

  • Prices: All prices on 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 you pay by invoice via Klarna, Klarna's applicable terms and conditions will apply to your payment. You can find Klarna's applicable payment terms and conditions here: See Klarna's terms and conditions for agreements and conditions.
  • Partial payment via Klarna
  • Klarna offers three options:
  • – Installment payment: Pay in 6 months
  • – Invoice: Pay in 30 days
  • – Direct payment: Pay now by card or Swish.
  • Credit card/Debit card: Payment is taken immediately upon purchase.
  • Payment via Swish: Read more about the use of Swish Terms and conditions on their website. Swish number: 123 432 19 64.
    • When you pay via Swish, the payment is deducted 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, which confirms 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 59.00:
    • Handling time: Orders are processed within 0–1 business day.
    • Delivery time: 1–5 business days after the order has left our warehouse.
    • Total delivery time: 1–6 business days.
  • Home delivery DHL – SEK 99.00:
    • Handling time: Orders are processed within 0–1 business day.
    • Delivery time: 1–5 business days depending on postal processing time.
    • Total delivery time: 1–6 business days.
  • Express Service (only customers within Gothenburg/Partille) – Free:
    • Handling time: Orders are processed the same day if the order is placed before 12:00.
    • Delivery time: Delivery is made no later than 10:00 PM on the same day.
    • Please note: VI HP AB cannot provide exact times.
    • Total delivery time: 1 business day.
  • 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 the same day during the store's opening hours.
    • Total delivery time: 1 business day.
      • Opening hours
        Monday to Friday: 10:00–19:00
        Saturday: 10:00–17:00
        Sunday: 10:00–15:00
  • Shipping to Service Point: 59 SEK for orders under 2000 SEK, free shipping over 2000 SEK. Handling time: 0–1 business days.
  • Home delivery: 99 SEK for orders under 2000 SEK, free shipping over 2000 SEK. Fast delivery, even during weekends.
  • 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 resent for additional shipping costs or receive a refund, minus the return shipping cost.
  • Deliveries to postal agents
    • How long does the customer have to pick up the package?
      • The customer normally has 14 days to collect the package from the postman after it has arrived.
    • What happens if the customer does not pick up the package on time?
      • If the customer does not collect the package within the specified time, the item will automatically be returned to us. The customer will then be charged according to the above-mentioned return cost principle.
  • Delays: We, HP AB, are responsible for delays that are due to us or our delivery partners. In the event of delays, you as a consumer have the right to complain, which in some cases, according to the Consumer Sales Act, may give you the right 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 from receipt. The right of withdrawal applies to all goods except for the exceptions below.
  • Withdrawal form: If you want, you can use this withdrawal form when you exercise your right of withdrawal.
  • Exercise of the Right of Withdrawal: If you wish to exercise your right of withdrawal from a purchase, you must notify us of your decision to withdraw from the purchase within 14 days of receiving the goods. You can notify us by email, telephone or letter (see our contact details which you can use below, or under the Contact Information section further down in these terms and conditions). Please also send your withdrawn product to the return address below. You must return your withdrawn product without undue delay and at the latest within 14 days of the day you notified us of your withdrawal.
  • Depreciation deduction: The consumer has the right to handle the product to determine its properties and function. If the product has been handled to a greater extent than necessary, VI HP AB may make a deduction for loss of value.
  • Refund if right of withdrawal is exercised
    • When exercising the right of withdrawal, a refund will be made within 14 days of us receiving your notice of withdrawal. However, we reserve the right to delay 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 used for the original purchase, unless otherwise expressly agreed with the consumer.
  • Exceptions to the Right of Withdrawal:
    • You have no right of withdrawal on goods that cannot be conveniently returned due to health or hygiene reasons when the seal has been broken by you. Please note that this applies to products that cannot be returned for hygiene or health and safety reasons if the packaging has been opened. This includes, but is not limited to:
      -Skincare products
      -Food
      -Underwear
      -Other sealed goods where the seal is broken upon opening
      Read more at the Swedish Consumer Agency's rules on the right of withdrawal.
      The Swedish Consumer Agency | The Swedish Consumer Agency
  • Returns:
    • VI HP AB does not provide return shipping labels. The customer chooses their own postal provider and sends the goods back to us.
    • When returning goods that have not been collected from the postal service, the return cost will be charged according to the postal service 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 being provided when ordering (e.g. incorrect address).
    •  

5. Return Shipping for Small Goods

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

  • DHL:
  • PostNord:
    • Letters and smaller packages (up to 1 kg): From 66 SEK.
    • Trackable return shipping: The price varies depending on the size and weight of the package.
    • 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 with tracking to ensure it arrives.

Return Shipping for Larger Items

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

  • DHL:
  • PostNord:
    • Bulky packages and larger items: The price depends on the dimensions and weight of the package. It starts from 199 SEK and can exceed 1500 SEK for really large packages.
    • More information: https://www.postnord.se
  • The return cost usually amounts to between 300 - 800 SEK 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 1,500.
  • 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 of complaint

  • Timeframes for Complaints:
    We are responsible for defects that existed at the time of delivery and that become apparent within three years of this date. You must report 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 good time. A claim due to a defect is time-barred if it is not made within two months of the expiry of the aforementioned three-year period.
  • Penalties for Complaints
    • If a product is defective, you as a consumer have the right – depending on the circumstances – to demand remediation, repair, price reduction or cancellation, all in accordance with the Consumer Sales Act. Below you will find some general information about these penalties:
    • Repair: Means that VI HP AB will fix the error through repair if possible and reasonable.
    • Redelivery: This means that you have the right to a new and faultless product (redelivery). Repair is often done first and redelivery second when repair has not been possible.
    • Price reduction: Sometimes you may (according to the Consumer Sales Act) have the right to demand a price reduction that corresponds to the defect.
    • Cancellation of the purchase: Sometimes (according to the Consumer Sales Act) you may have the right to cancel the purchase and get your money back. This may be the case, for example, if the defect is of significant importance.
    • Damages: You may be entitled to compensation for any costs incurred due to the error, such as shipping costs.
    • Calculation of Price Discount: The amount of the price reduction shall correspond to the difference in value between the condition of the goods upon delivery and the condition agreed upon. 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 goods and a defect-free goods at the time of purchase. The price reduction shall be proportionate to the extent of the defect and its impact on the usability and value of the goods. Read more: https://lawline.se/answers/ratt-till-prisavdrag-vid-fel-pa-varan
  • Complaints address:
    Please notify us of your complaint using one of the contact details below. If we ask you to return a product that is the subject of a complaint, you must return it to the address below.
  • VI HP AB
  • Byalagsgatan 13A
  • 418 74 Gothenburg (Kyrkbytorget)
  • Email: vihp@vihp.se
    Phone: 031 – 87 87 55
  • Refund: If the complaint is approved, the purchase price will be refunded within 14 days, including any shipping costs. Refunds will be made using the same payment method used for the purchase. We are responsible for the return shipping in the event of an approved complaint.
  • Transport damage: According to the Consumer Purchase Act, the risk of the goods passes to the consumer when the consumer has received the goods in his possession. If the goods are damaged during transport before they reach the consumer, VI HP AB is liable for the damage. If the goods are damaged after the consumer has received them, the consumer is liable.
  • You have the right to complain about transport damage. See above for your right to complain about faulty goods.
  • Reporting damage: If the item has been damaged during transport, we ask that you report it to us within 2 days of receipt, to facilitate our complaint to the carrier.
  • Contact information: For the smoothest
  • handling of the case, please contact us at vihp@vihp.se or +4631878755 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 complaint: If a complaint is not approved, the consumer is obliged to reimburse VI HP AB for specific costs, namely:
    • Return shipping costs: The consumer is responsible for the cost of returning the goods in the event of an unapproved complaint.
    • No additional costs other than return shipping will be charged in the event of an unapproved complaint.

7. Agreements with Minors

  • According to the Swedish Parental Code, minors have limited rights to enter into contracts without the consent of their guardian. By making a purchase, the customer confirms that they are over 18 years of age or have permission from their 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 to protect against unauthorized transactions.

9. Liability for damages according to the Consumer Purchase Act

As a consumer, you may in certain cases be entitled to damages from us under applicable legislation. For example, in certain cases due to a delay or a defect in a delivered product (according to the Consumer Sales Act).

Read more about Consumer Sales 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 resolved by the Swedish General Complaints Board (ARN), Box 174, 101 23 Stockholm, www.arn.se, or via the EU
    Dispute resolution platform: https://ec.europa.eu/.
  • Applicable law: These terms and conditions are governed by Swedish law.

Contact information

For questions about the terms 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: 031 – 87 87 55

Online store: 500 Impressive Rehabilitation Products and Assistive Devices VI HP

Org. no.: 559485-9760
Approved for F-tax
VAT registration number / VAT number: SE559485976001
GLN: 7309861023320
EORI number: SE559485976