Refund Policy
This policy applies to returns and refunds for purchases made online at vallgatan12.com.
1. Right of return and right of withdrawal
For online purchases, you have a 14-day right of withdrawal from the day you receive your order. The return must be registered within this period. To make a return, log in to My account using the email address used for the order and submit a return request. Once the return has been reviewed and approved, you will receive a return shipping label and instructions on how to send the item back. Do not send the return until you have received the return information from us.
You may also return items from your online order at our physical store at Vallgatan 12 in Gothenburg. Bring the item together with your order number or order confirmation, and we will assist you with the return in store. The same return terms and deadlines apply. Items excluded from the right of return under our return policy cannot be returned in store.
More information on how to register and send a return can be found in our FAQ.
2. Condition of the item
The item must be returned in the same condition as when you received it and be in saleable condition without any signs of use. All labels, tags and any seals must remain attached, and accessories and original packaging must be included with the return. Product and original packaging must be in their original condition and must not be used as external transport packaging.
3. Return costs
The customer is responsible for return shipping. The following return fees apply to small and medium-sized parcels:
Sweden 79 KR
Europe 20-25 €
Rest of the world 30-35 €
Product-specific return fees apply to large furniture, rugs and other bulky products. Contact us via our contact form before returning an item for information about what applies to your order. Current information about return fees and the return process is also available in our FAQ.
4. Exceptions to the right of return
Special-order and customized products that are ordered, manufactured or customized specifically for the customer are not covered by the right of return. This may, for example, apply to furniture and rugs ordered or manufactured based on the customer's choice of dimensions, color, material, upholstery or other specifications. Special return terms may also apply to order items that are sourced or produced specifically following the customer's order.
Sealed products that, for health or hygiene reasons, are unsuitable for return are not covered by the right of withdrawal if the seal has been broken. This may, for example, apply to underwear, swimwear, perfumes, and skin and body care products.
Products with an authenticity tag or other security seal must be returned with the tag or seal intact. If it has been broken, removed or damaged, the return may be refused.
If you are unsure which return terms apply to a specific product, you are welcome to contact us before making your purchase.
5. Exchanges
We do not offer direct exchanges online. If you would like a different size, color or product, return the original item and place a new order. More information is available in our FAQ.
6. Refunds
We process returns on an ongoing basis and aim to process and refund your return as soon as possible. Usually within 7-14 days. Once we have received and approved the return, the amount will be refunded to the original payment method, less the return shipping cost. After the refund has been processed, it may take a few business days for the amount to appear in your account, depending on your bank or payment provider.
7. Complaints and defective items
Always check your order when you receive it. If an item is damaged or defective, or if you have received the wrong item, contact us as soon as possible so that we can assess the matter and assist you further.
Complaints are registered via our contact form. State your order number, describe the defect and attach images that clearly show the problem. We assess each complaint individually based on the nature of the defect, the condition of the item and the circumstances of the individual case. More information about complaints and transport damage is available in our FAQ.
8. Purchases in a physical store
For purchases made at our physical store at Vallgatan 12 in Gothenburg, we offer a 3-day right to return and a 7-day right to exchange. The product and its packaging must be in saleable and undamaged condition. The right to return and the right to exchange do not apply to sale items or order items.