6 Right of withdrawal
As a customer, you always have a 14-day right of withdrawal according to LODA - the Act on distance contracts and contracts outside business premises. The withdrawal period begins to run from the day you received the item. The product needs to be returned in an unchanged condition for you as a customer to receive a full credit.
Note that, according to Chapter 2, 1§ 7p. Act (2005: 56) on distance contracts and contracts outside business premises, food is exempt from the right of withdrawal and cannot be returned. This also applies to uncollected and non-received packages that are returned from the shipping company to Diabetic Box, as well as packages that are returned due to an incomplete address from the customer.
6.1 When utilizing your right of withdrawal:
You must announce your withdrawal. The message should be sent to: email@example.com. In your message you shall provide Diabetic Box with the following: your name, address, e-mail address, order number and which goods the return applies to must be clearly stated.
You should return the products to us immediately and at the latest within the statutory 14 days after receipt of the product and notify us of the exercise of the right of withdrawal.
You are responsible for return shipping, delivery and condition of the products upon return, the products must therefore be sent well packaged and in original packaging.
On the refund amount, we reserve the right to deduct an amount corresponding to the decrease in value compared to the original value of the product when used or damaged product. Refunds are made using the same method that the customer used for payment.
6.2 The right of withdrawal does not apply to:
Purchase of food can not be undone. See “Right of withdrawal”.
Products that have been sealed (sealed) for health or hygiene reasons and where the seal (sealing) has been broken by you.
Services that have been completed and where you have expressly agreed to the service being started without the right of withdrawal.
For more on the statutory right of withdrawal, read more here.
We inspect all products before they are sent to you. Should the product still be damaged or incorrectly shipped when it arrives, we undertake in accordance with current consumer protection legislation to rectify the defect free of charge.
We are responsible for any errors that exist at the time you receive the products. We are not responsible for defects caused by you, for example if you have not followed the instructions or if you have not taken good care of the products.
You must always contact us for an approval before you return a defective item by sending a e-mail to: firstname.lastname@example.org, picture and description must be included in the e-mail.
Complaints must be sent immediately after the defect has been discovered. Pictures and a description of the defect must be included in the e-mail sent to: email@example.com.
7.1 How do you proceed with a complaint?
Any errors and defects must always be reported to firstname.lastname@example.org where you state your name, address, e-mail address, order number and a description of the error.
If we do not succeed in correcting the error or delivering a similar product, we will refund you for the defective product in accordance with Swedish current consumer protection legislation. We are responsible for return shipping for approved complaints.
We reserve the right to refuse a complaint if it turns out that the product is not defective in accordance with Swedish current consumer protection legislation. In the case of complaints, we follow guidelines from the General Complaints Board, see arn.se.