Refund Policy
Right of withdrawal
As a consumer, you have a 14-day right of withdrawal from the day you receive your order, according to the Distance Contracts and Off-Premises Contracts Act. However, we choose to offer you a 30-day right of withdrawal (30-day open purchase). This means that you have the right to cancel your purchase by notifying Hemmie within 30 days of receiving the ordered product (withdrawal period).
If the product is in deteriorated condition upon return, we will make a deduction from the refund corresponding to the diminished value of the product, if and to the extent that such diminished value is due to you handling the item more than is necessary to ascertain its characteristics or function.
When exercising the right of withdrawal, you pay for the return shipping. As you are responsible for the product until we have received it, it is important that the product is well packaged.
The right of withdrawal does not apply to products that have been manufactured specifically for you as a customer. This includes products designed according to your wishes or products with a personal touch. An example is a piece of jewelry with an engraved name.
Refunds
For most items, in the unlikely event that your product is faulty, you can return it to us for a refund or exchange within 30 days of receipt. Refund of return shipping is not available for this. Once we have received and approved your return, your money will be refunded to the same account you paid with, which will happen no later than 14 days from the notification of exercising the right of withdrawal (provided we have received your returned product in good time). If you have paid with Klarna, they will also send an updated invoice to your email.
Returns (if applicable)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned order. We will also notify you of the approval or rejection of your refund. If approved, your refund will be credited to your original method of payment.
Returns after 30 days from the delivery date will not be accepted.
Lifetime Warranty (if applicable)
Some products may come with a lifetime warranty. The warranty covers replacement of a maximum of 3 products. Hemmie can choose whether to refund the full amount or send you a new item.
How to make a return
- Contact customer service: Send an email to kontakta.hemmie@outlook.com with your name, email, and order number.
- Each customer is responsible for paying the return shipping cost for the order. Shipping costs are non-refundable.
- Send the package back. We recommend using Early Bird at your nearest postal agent/pickup point.
You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned order.
Unclaimed package
Your ordered package will remain at the agent for 7 days, after which it will be sent back to us as an agent return. If your package is delivered to an agent, you will receive a notification of where it can be picked up.
Agent returns are charged an administration fee of SEK 199. This fee includes costs for shipping, return shipping, administration, and handling.
We thus charge SEK 199 for unclaimed goods. If you have changed your mind after the package has been shipped from us, you must pick up the package at your pick-up point and send it back to us, otherwise, it will be registered as unclaimed and automatically charged SEK 199.
- When your delivery is returned to us as an agent return, it will be cancelled.
- We will cancel your payment and it will be refunded to you minus the fee for unclaimed packages of SEK 199. If you have an unpaid invoice, the amount will be adjusted, and if you have already paid, you will be refunded. In cases where we cannot deduct the amount from the payment made, we will send an invoice instead.
- If you still want what you ordered, you place a new order as usual.
Hemmie does not take responsibility for whether Early Bird has notified the delivery or not. Hemmie also does not take responsibility for other events that prevented you from picking up the package, such as work or illness.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email via our contact form or via kontakta.hemmie@outlook.com
Partial Refunds
All orders that are not in their original condition, are damaged, or are incomplete due to no fault of Hemmie may be denied a refund or receive a partial refund. We will inform you by email after inspection of the received item.
Late or Missing Refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often a processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using our contact form and we will help you!
Complaints
If a product is broken or otherwise defective, you have the right to complain about it. Start by taking pictures of the damaged item. We need the pictures and your order number to help you make a complaint.
Only after we have inspected your product through images should you send your product to us. We will then conduct a thorough inspection of the product to assess the cause of the damage and whether it is covered by the warranty. If so, we will offer a repair, a new item, or compensation.
Complaints about the item are only valid if there is a manufacturing defect. This does not cover lost items, normal wear and tear, or careless handling.
We always carefully inspect the products you have ordered before packing and shipping them to you. This is to minimize the risk of you receiving factory-damaged goods. Despite this, transportation damage may sometimes occur during shipping. If the product is broken or faulty when it arrives, you may complain about the product. Carefully inspect the received product upon receipt.